No one is perfect, but we should strive
for perfection. This statement has been uttered for years in many sales and
management level meetings. I’ve seen this written in mission statements and on
posters hanging in customer service departments. So, what does this have to do
with this week’s post title – Don’t Ignore Advice?
Striving for perfection often times
means we need to learn from our past, put together a strategic game plan for
moving forward, and try not to make mistakes. When a member of the management
team offers guidance and advice, especially based on historical events, it
makes sense that you take the advice, don’t ignore it.
I’ve recently been working with a fellow
management team member on a client matter. He has asked for my advice and
guidance on several occasions as to how best to handle a client that no longer
wants to use our services. I’ve spent a fair amount of time counseling this
team member in an effort to outline a solid game plan on parting ways with the
client in an amicable fashion. And yet, recent correspondence to the client
went against all advice, and now we must change course.
The advice I provided was not based on
assumptions, but rather based on experiences. I’ve been down a similar road a
time or two, and so I outlined a game plan that would allow the client to
depart, try a different service provider, but would eventually come back.
Unfortunately, since the advice was not taken, we are now faced with a possible
lingering relationship, and one that makes us look needy.
I am disappointed but must use this as a
teaching / learning opportunity. As a management team, we must come together to
understand how best to engage or disengage with a client, especially when the
future of any relationship is at stake. Taking advice from someone who’s “been
there done that” can make a big difference in any business relationship. Listen
to your seniors carefully, heed their advice, and manage your client