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.

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