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

Pennywise and pound foolish

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Pennywise and pound foolish One definition of the phrase “pennywise and pound foolish” is to …

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Your one non-renewable resource

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Your one non-renewable resource For any project, the three primary resources are time, money, and …

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No system is perfect

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No system is perfect When working with my clients on the selection of a new …

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Ask your members to update their info

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Ask your members to update their info One of the greatest data management challenges any association …

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Customer vs. staff

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Customer vs. staff In a properly designed AMS, when the customer goes online to your …

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Measuring customer service

February 16, 2022

Measuring customer service When I work with clients on AMS selection, one question that often …

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Iterate or innovate?

February 9, 2022

Iterate or innovate? When moving to a new association management system, there is often an implicit …

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Who is in control?

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Who is in control? Speaking with a client once about their database project, the client …

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Sometimes Staff Has to do the Work

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Sometimes staff has to do the work… As a child, I was attracted to computers …

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Documentation and the Great Resignation

January 19, 2022

Documentation and the Great Resignation Unless you’ve been living under the proverbial rock, you’ve heard …

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