This post was written a couple of weeks ago. I was holding on to it for just such an occasion, a series of days without posts, but without the inspiration to write a fresh one. Enjoy.
Lucia's business tip of the week: Defensiveness. Stop it. Acknowledge what it is that is wrong and try to see where you might have had a hand in it. Think of ways to improve it and suggest those. Pointing fingers not helpful and while for a second telling everyone what a loser other people are might be gratifying, it will not actually help.
For instance, if you are invited to a call and asked why you don't have your issues resolved and they don't have dates and your customer thinks that you are out of town and therefore can't help them, don’t whine about the customer. Particularly don't do this with several managers on the phone. Specify where you think you could have done better and then indicate what challenges you face with the customer and how others could help you more effectively. Then ask for suggestions, how do you think I can better meet their needs?
Everyone will like you and you will get out of the call with some respect and also perhaps some new ideas for resolving the problem. Let's be honest, whatever you were doing wasn’t perfect because we had the issue to begin with.
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