Acknowledging problems is part of managing expectations

Acknowledging problems is part of managing expectations

Research was done some time ago that suggested that the best way for doctors and hospitals to avoid costly litigation for malpractice was simply to apologize. The vast majority of people who sued their doctor or hospital just wanted someone to admit that mistakes were made!

I find a similar mindset at work when it comes to my clients working with their technology vendors. I've written before about the IT Black Hole, where all IT issues go to die. This rule also applies to how technology companies deal with their clients, and how those clients react to that.

My clients who have the greatest long-term success with their AMS typically have a very strong relationship with their AMS vendor. Part of the reason that relationship is strong is because both sides are willing to admit when they have made an error or are unable to do what the other party wants. My clients will say things like: "I really appreciate that the vendor told me this was something they just can't do, rather than trying to build something that was never going to work and would just frustrate all of us."

"Transparency" has become cliche in the business world. But being open about what you can and can't do, and accepting responsibility for errors you've made, are absolutely key to building and maintaining positive long-term relationships.

Don't be afraid to speak up! You might be surprised to find how understanding people can be.

Wes's Wednesday Wisdom Archives

Don’t manage to the exception!

April 17, 2024

Don’t manage to the exception! One of the universal truths about data management is, wherever possible, […]

It’s always about improvement

April 10, 2024

It’s always about improvement Talking with a client recently, she expressed frustration about one particular project […]

Don’t be a hoarder!

April 3, 2024

Don’t be a hoarder! The simple truth is that it’s almost “free” to collect data. […]

With data analytics (as with most things), keep it simple!

March 27, 2024

With data analytics (as with most things), keep it simple! Over the past several years […]

Don’t forget about periodic maintenance

March 20, 2024

Don’t forget about periodic maintenance Just as most automobiles need periodic maintenance, keeping your data as […]

Users Groups are ALWAYS Valuable

March 13, 2024

Users Groups are ALWAYS Valuable I am a huge fan of users groups. (Here’s a […]

But will you DO anything with that data?

February 28, 2024

But will you DO anything with that data? I frequently exhort my clients to always answer […]

It’s not what happens, but how you react…

February 21, 2024

It’s not what happens, but how you react… “It’s not what happens to you, but […]

Saying it and doing it are two different things

February 14, 2024

Saying it and doing it are two different things When I work with my clients […]

Benefits downstream are difficult to implement

February 7, 2024

Benefits downstream are difficult to implement In my 25 years of consulting, one of the […]

Scroll to Top