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

It’s time to stop excusing association professionals

November 15, 2023

It’s time to stop excusing association professionals I worked in associations for nearly 10 years, …

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More demos is not better

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More demos is not better When I work with clients on selecting a new system, …

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The database owner should be “passionate”

November 1, 2023

The database owner should be “passionate” I’m frequently asked by my clients: “Who should we …

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Discipline is required

October 25, 2023

Discipline is required Last week I discussed the importance of taking action. To manage data …

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Action is required

October 18, 2023

Action is required Over my many years of consulting, one thing I’ve noticed about many associations …

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Some data analytics tips from the DAN “Science Fair”

October 11, 2023

Some data analytics tips from the DAN “Science Fair” Last week I had the opportunity …

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Are all your processes frictionless?

October 4, 2023

Are all your processes frictionless? I’m not a huge fan of buzzwords, but I love …

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Trends don’t need perfect data

September 27, 2023

Trends don’t need perfect data When it comes to analyzing data trends (changes in data …

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Start with “Why” before you move to “How”

September 20, 2023

Start with “Why” before you move to “How” Something I’ve noticed over my years in …

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The power of users groups!

September 13, 2023

The power of users groups! Last week I had the honor and pleasure of speaking …

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