Most of us will encounter an unhappy customer who lodges a complaint. A businessperson can look at these complaints as an opportunity to respond to a shortcoming in service which is fixable or as an annoyance to be ignored as much as possible. If we learn to adapt a simple system to work towards a constructive solution, the outcome will be better for everyone. Here is a strategy I have used:

In today’s environment advertisers are forced to shorten message content for two simple reasons. First, ad time on radio, television and print media is extremely costly. In most situations, the days of the sixty-second commercial are replaced by the fifteen-second pitch. Even in websites and email communication, prospects will usually only give a passing glance. Either we hook them quickly or the fish is gone.

I am by nature an introvert and I don’t mix easily during business networking events.  Engaging with business prospects whom I don’t know is not in my comfort zone. There are times I don’t know what to say.  However, I found an easy way around this problem—asking questions.

For example, during a business mixer most people have a name tag with their business on it.  This opens an opportunity to ask more about the business as well as their role. These questions frequently open the door to ask about hobbies, where they live in town and other areas of interest. 

By engaging an individual using questions, I don’t need to think about what to say next or how to act. I merely keep asking questions and show an interest in the person I meet. Usually, the individual reciprocates with questions for me.  While I answer them, my main goal is to encourage the person to talk about the most important person in their life, generally themselves. I don’t say this as a judgment of a person’s self-centeredness.  I merely accept the reality that most individuals enjoy talking about themselves and items that interest them. During business gatherings their business situation is clearly a great opener and provides many follow-up question opportunities.

Several years ago an airliner lowered the landing gear for their descent into Miami. However, the light failed to come on confirming that the landing gear had deployed and locked in place. The procedure for changing the light was simple. The pilot engaged autopilot, but as the entire crew focused on changing one light bulb; a crew member accidentally dislodged the autopilot, and the plane began to descend. The crew was so focused on changing the bulb they all lost focus as the plane slammed into the Everglades killing over 100 passengers.

Focus is important.  In business we need to be careful that we don’t allow something simple to overwhelm our focus so that we miss the big picture. As King Solomon wrote, “It is good to grasp the one and not let go of the other.” (Ecclesiastes 7:18, NIV).

One time I shared an office with Dick and a pesky fly was buzzing around. Dick grabbed a newspaper and chased the flying insect. When the fly rested on the wall, he stepped on a chair to swat it but the fly moved further away. As he extended himself further, the chair flipped, and he fell and broke his arm.

We need to lead by example. This principle is a priority.  Most of our employees will watch what we do, not what we say.

The COVI-19 pandemic has caused havoc across the country. We have seen leaders who model significant double standards. When a leader fails to follow the standards, they themselves, have established; we should not be surprised that more and more individuals rise up against these dictates.