Walking into Doors & That Conversation You’re Avoiding
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Have you ever walked into a sliding glass door?
It can be startling, to say the least. That’s how I felt after a conversation with Craig Clark, our co-founder and chief strategy officer… except it wasn’t a glass door that I stumbled into; it was my humility.
I came to him with an issue I was wrestling with regarding a client. There was a conversation looming I did not want to have, and I was looking for a way to not have it. Details aside, it was what some would call an ethical bind. There was something I wanted to happen that the client probably wouldn’t have liked. I explained the case to Craig with what I thought was neutrality. He listened with fatherly patience and then asked me a question. (Ancient coaching technique: Answer a question with another question.):
“What’s best for the client?”
Enter contact with the sliding glass door of humility. BOOM!
I knew there was no more pleading my case; the action to take was clear. I needed to have this conversation with my client immediately, and I saw there wasn’t even an ethical bind to begin with. I just wanted my way and didn’t want to be responsible for it.
I’ve known for a long time that what looks like an ethical bind is usually someone resisting reality.
That someone was me. Coaches need coaching too sometimes.
After a short mental tantrum, a sense of relief took over my body. There was no more wrestling, no more questioning and no more resisting. I still didn’t like what needed to be done, but my body felt a lot better. I had the conversation, and of course, it was no big deal.
Putting the client’s needs first is what this week’s fundamental is all about: ALWAYS SERVE THE CUSTOMER - Thank you, Craig, for the reminder.
I’ve since moved out of that house with the sliding glass doors, but those crazy things can be great teachers. I ran into one of those doors three times before I learned the lesson to slow down — the same lesson I needed in dealing with that mythical, ethical bind.
Happy holidays and namaste y’all!
~ Brett
Fundamental #7: ALWAYS SERVE THE CUSTOMER
Remember our founding principle “we work in partnership,” always! In all situations do what’s best for the customer, even if it’s to our own detriment.
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