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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