Back to BAU
When selling something, it’s natural to be obsessed withall the things you’ve done to make it available, the complexity you’ve managed, the risks you’ve taken, the…
Things go wrong.
When it happens, you do your best, you handle it, and you move on to the next thing. Thing is, sometimes, what goes wrong affects other people … and they have a decision to make: do they accept your response and get back to BAU or do start looking for someone else to work with?
With some exceptions, the answer is normally based on two things: how you dealt with the problem and brought things back to balance, and the strength of the relationship before the fan got dirty.
In the moment: honesty, humility, stick-to-it-ness, delivery, communication, apology.
Before the moment: honesty, humility, stick-to-it-ness, delivery, communication, building a track record on the basis of trust.
Most often, the difference between thank you, and goodbye? The relationship.
Skippy strategy: Any time you have an important relationship you know you have a relationship that needs to be stronger.
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Category:
Skippiness
Most of the time you can do things with a level of detail that fits naturally in your head. You know roughly how long it will…