Don’t Burn Bridges!

Continuing with our June theme of relationship and network building, someone asked how to handle a scenario when something negative influences a relationship. Hopefully, this doesn’t happen frequently, but you want to be prepared when it does occur.

It’s important to remember that the other person might be more sensitive to what happened than you are. The best way to approach it is to have a direct and empathetic conversation close to the triggering episode, mainly to clear the air and make sure that you’re both on the same page. It is up to the two of you to move the relationship forward after that.

The Value of Your Network

I hope you’ve had a great start to reconnecting with colleagues and friends! Having good conversations with people who have been out of your immediate scope is encouraging and can even raise your spirits.

As you continue the plan to contact five people a week, remember why this is important. Your network is a key element to your value as a professional and a leader. People think of you differently when they know you have an extensive and deep network.

Reconnecting Anew

It’s time to climb out from under the rock! If you haven’t already started, begin reconnecting with people. In the past 15 months, there has been a decided change in how we stayed in touch with people who matter to us. During this month of June, we’re going to explore how you can relaunch these connections.

Today’s focus is on how to get started. Of course, you can randomly reach out to people, but after a few weeks the randomness will keep you from making progress. Make a list of 20 people and commit to reaching out to an average of five people a week for this month.

Is the Client Really Always Right?

The adage “the client is always right” does not carry the heft that it used to…but it still bears the same kind of angst when deciding how to handle delicate or difficult situations involving our employees.

I’ve had clients who are militantly defensive of their clients, even if it’s to the detriment of a solid performing employee. And there are others who passionately support their people to the irritation of a disgruntled client.

Hit the Pause Button

Memorial Day weekend in the U.S. is just around the corner and I’d like to acknowledge the spirit of the holiday by paying tribute to the men and women who died while serving in the military.

Unlike last year when many of us were locked down due to the pandemic, this year most people have the ability to actually have an almost “normal” holiday. Gatherings of friends and family with accompanying barbeques are on many families’ agendas.

The Need for Management

Thank you for your feedback from last week’s column about bad customer service. As people shared their woes about their own negative experiences, one common theme emerged.

Most employees need to be managed.

Client Service 2.0

I don’t know what it is about the last few weeks, but I’ve experienced an onslaught of bad customer service. Here is a sampling of these unexpectedly unfortunate instances.

+ A flowering plant arrived dead from a reputable florist: “We’re sorry you were disappointed”.

+ Bathtub drain backed up in a hotel: “Oh, that happens sometimes”.

Are You a Good Boss?

A recent episode of The McKinsey Podcast focused on how a boss has a direct impact on health, happiness, and productivity. Now that’s quite a bit of influence when you think about it!

Tera Allas, McKinsey’s director of research and economics for its UK and Ireland office summarized the research. Happiness on the job is the second most important factor (after health and mental health) for overall life satisfaction. And an employee’s relationship with the boss is pivotal to job happiness.

Take a Snapshot

The first quarter has come and gone and if you haven’t already done so, it’s a good time to take a snapshot of what’s going on in your business. After all, if you’re not paying attention, who knows what direction things will go for the rest of the year?

The end of the first quarter marked the end of a full year of operating under sub-standard conditions. Many companies have been in survival mode, with a focus on what can be done to keep the status quo.

Overcoming Blind Spots

Have you ever noticed when someone seems clueless about how he is perceived by others? This inevitably results in breakdowns in communication, especially from a person who isn’t aware of the problem.

Keep in mind that people want to communicate effectively. After all, they’re not sitting at their desks thinking about how they can be a bad listener in the morning meeting!