How you respond matters

How you respond matters

Very recently I wrote that I measure customer service by how a given company reacts to a problem. I'm impressed when a company takes ownership of a problem and seeks a mutually agreeable solution, rather than trying to make excuses or shift blame.

The same attitude can (and should!) be applied to all of our daily interactions at both a personal and business level. How you respond to something is what matters most.

For example, a client of mine recently lost a key staff person who plays a fairly critical role on a project with a quickly-approaching delivery deadline. Rather than get upset or whine about how unfair this is, or try to cajole or beg the staff person to stay, my client immediately contacted a temp agency and began the work of filling the role for both the short-term and the long-term. Sure, it's a stumble, but it won't be a fall, because she reacted quickly and affirmatively.

Life always throws us curveballs. As Mike Tyson famously said, "Everyone has a plan until they get punched in the mouth." Even the best-laid plans will go awry at some point. And it's at that point that what matters most is how you react and respond to those curveballs and punches.

Wes's Wednesday Wisdom Archives

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Don’t ask for what you don’t need! Recently I received a bill from a doctor’s …

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It is never done – so celebrate!

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It is never done – so celebrate! A client of mine recently had their official …

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MDR (Minimum Data Required)

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MDR (Minimum Data Required) I’ve written about minimum viable product (MVP) in software development in the …

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Simpler and Faster is Better

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Simple and Faster is Better Earlier this week I was fortunate enough to attend a …

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Patience and grace

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Patience and grace A past client of mine recently told me: “You inspire confidence and …

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Sometimes you just have to try it and see what happens

August 10, 2022

Sometimes you just have to try it and see what happens The single greatest key …

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Training and testing

August 3, 2022

Training and testing I’ve written before that the best form of training follows this process: …

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How to save a “failing” project

July 27, 2022

How to save a “failing” project It is not unusual for me to receive a …

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How to avoid the “IT black hole”

July 20, 2022

How to avoid the “IT black hole” Going all the way back to my days …

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The “People” are important!

July 13, 2022

The “People” are important! I’ve written a lot about people, process, and technology over the …

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