October 12, 2013 Leave a comment
As the childhood song goes, “When you’re happy and you know it clap your hands.” What about when you’re wrong?
Thursday, I received a phone call from yet another supplier that had the solution, but had no idea if I had that problem. Here is how the call began…
“Thanks for taking my call, Jeff. Do you have 5-10 minutes?” I replied, “I have no idea with whom I’m speaking, nor why spending 5-10 minutes would be in my best interest.”
SPOILER ALERT: This post is NOT about what he did wrong in the sales call. It’s about what I did wrong in my response.
How Should A Leader Respond?
I won’t go into details on how rude I became through the course of this 90 second call, but let’s just say my response to the rep was certainly punitive. Upon hanging up, I spent the next couple minutes mentally justifying my response and why it was okay for me to “teach him this hard lesson.”
This was the moment of truth for me…the moment in which I recognized something was wrong, and realized how I behaved next would be one of those ‘character-defining’ moments.
Fortunately, I had this sales rep’s email address from a previous attempt he had made, and I had the chance to start rebuilding, what I had so quickly and recklessly torn down. I apologized, taking responsibility for creating the low-point in his week, and for showing a lack of respect for him. Additionally, I committed to work on not treating others the same way going forward.
His response showed great professionalism, claiming that the subsequent interaction was the highlight of his week, not the low-point.
It turns out that this sales rep had learned more about the ineffectiveness of his approach through my respect for him as a person, than he did through my critique and rebuke of him as a sales person.
It is easy to critique, and call out problems we see in others. In our zealotry to uphold truth, right the wrongs, and teach a better way, we can leave quite a bit of carnage in our wake when our ‘principles’ trump our respect for ‘people.’
As leaders, our approach matters. While we may seek to ‘teach’ new and better ways, we must be quick to recognize the difference between Teaching and Preaching. As I have said before…
“A person who puts their own PR before [t]eaching is merely [PR]eaching.” (Tweet This)
How would you finish the lyrics to the song?
“If you’re happy and you know it, clap your hands. If you’re wrong and you know it…”
About the Author: Jeff Michaels is a 20-year Sales & Marketing Executive that works with executives, leaders, and teams to create repeatable success in their business. Articles posted here typically emphasize one or more of the three requirements leading to Repeatable Success — Intentionality, Predictability and Repeatability.