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

Painting the Bridge

May 24, 2023

Painting the Bridge According to this article, the Golden Gate Bridge is painted continuously year-round. …

Painting the Bridge Read More »

Maintenance isn’t sexy

May 17, 2023

Maintenance isn’t sexy I remember reading once long ago that one of the reasons our …

Maintenance isn’t sexy Read More »

“Will I still have a job when this is done?”

May 10, 2023

“Will I still have a job when this is done? While working with a client …

“Will I still have a job when this is done?” Read More »

Evolution, not revolution

May 3, 2023

Evolution, not revolution I don’t recall where I first heard it many decades ago, but …

Evolution, not revolution Read More »

The power of the users’ group

April 26, 2023

The power of the users’ group Recently in an online users group forum for an …

The power of the users’ group Read More »

Who is your data evangelist?

April 19, 2023

Who is your data evangelist? I was recently talking with a client of mine about …

Who is your data evangelist? Read More »

Who is your data evangelist?

April 19, 2023

Who is your data evangelist? I was recently talking with a client of mine about …

Who is your data evangelist? Read More »

Ratio of Data to Errors

April 12, 2023

Ratio of Data to Errors One of the elements of a good data governance plan …

Ratio of Data to Errors Read More »

Back to basics

April 5, 2023

Back to basics Over the past couple of years I’ve noticed that some AMS vendors …

Back to basics Read More »

Your people matter

March 29, 2023

Your people matter I’ve written many times about how people, process, and technology have to …

Your people matter Read More »

Scroll to Top