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Don’t Promise What You Can’t Deliver

Don’t Promise What You Can’t Deliver


    Last week, I took a sales class for female business owners.  The first thing the instructor did was ask if anyone had been the victim of a bad sales experience.  Every person in the room raised her hand.

    When she probed for details, we learned that the negative situations had one thing in common.  It seemed that whenever a class member had a bad sales experience, it involved the seller promising something he wouldn’t or couldn’t deliver.

    The example I shared with the class was a current one.  I bought a summer membership at our community pool precisely because it advertised a lovely baby pool to which I could escape with my active one and four year-olds. However, every time I’ve used the pool this summer, the baby area has been closed.  Too much chlorine, claimed one manager.  Debris from the storm, cited another.

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    I’m sure the pool director was very apologetic that his customers had been inconvenienced, and that’s nice, but the point is that I did not get what I paid for.  When the baby pool was closed, I had to swim with my kids in the adult pool, which did not afford me the control I wanted and as such, was quite stressful.  I would have rather stayed home.

    The pool has lost a customer.  I will not be buying a pass next summer.

    In work and in life, it is really important not to promise something you can’t deliver, because at best, it will mar your relationships.  At worse, you could lose your job.  Here are some things to think through in advance to avoid this scenario.

    Consider Whether You Have the Authority To Make the Promise

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    Before you assure a co-worker or customer that you can get something done, make sure that your boss or someone higher-up isn’t going to step in and force you to abandon your plan.

    Consider If It Depends On Fate

    You don’t want your reputation to depend on if the weather holds up or traffic is light.  You are not God, so don’t lead people to believe that you control the universe.

    Consider If You Have Been Set Up To Fail

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    Pay attention to rules or policies you are asked to enforce or deals you are asked to make.  Do not allow yourself to be put into a situation in which you have to sell an item worth 99 cents for 99 dollars.  You will let the customer down every time.

    Consider a History of Biting Off More Than You Can Chew

    In the interest of pleasing others, do you consistently overextend yourself and agree to more than you are capable of doing or deadlines you can’t possibly make?   Recognize that leaving people in a lurch is much worse than declining to help in the first place.

    Consider If You Could Use An Extra Push

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    The most critical step in solving any problem is to admit that there is a problem.  Maybe you are just one of those people who mean well but needs to be constantly reminded of commitments.  If this is the case, consider a real or virtual assistant or a more detailed e-calendar that ensures timely follow up on promised items.

    (Photo credit: Guarantee via Shutterstock)

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    Last Updated on July 16, 2019

    7 Powerful Habits To Win In Office Politics

    7 Powerful Habits To Win In Office Politics

    Office politics – a taboo word for some people. It’s a pervasive thing at the workplace.

    In its simplest form, workplace politics is simply about the differences between people at work; differences in opinions, conflicts of interests are often manifested as office politics. It all goes down to human communications and relationships.

    There is no need to be afraid of office politics. Top performers are those who have mastered the art of winning in office politics. Below are 7 good habits to help you win at the workplace:

    1. Be Aware You Have a Choice

    The most common reactions to politics at work are either fight or flight. It’s normal human reaction for survival in the wild, back in the prehistoric days when we were still hunter-gatherers.

    Sure, the office is a modern jungle, but it takes more than just instinctive reactions to win in office politics. Instinctive fight reactions will only cause more resistance to whatever you are trying to achieve; while instinctive flight reactions only label you as a pushover that people can easily take for granted. Neither options are appealing for healthy career growth.

    Winning requires you to consciously choose your reactions to the situation. Recognize that no matter how bad the circumstances, you have a choice in choosing how you feel and react. So how do you choose? This bring us to the next point…

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    2. Know What You Are Trying to Achieve

    When conflicts happen, it’s very easy to be sucked into tunnel-vision and focus on immediate differences. That’s a self-defeating approach. Chances are, you’ll only invite more resistance by focusing on differences in people’s positions or opinions.

    The way to mitigate this without looking like you’re fighting to emerge as a winner in this conflict is to focus on the business objectives. In the light of what’s best for the business, discuss the pros and cons of each option. Eventually, everyone wants the business to be successful; if the business don’t win, then nobody in the organization wins.

    It’s much easier for one to eat the humble pie and back off when they realize the chosen approach is best for the business.

    By learning to steer the discussion in this direction, you will learn to disengage from petty differences and position yourself as someone who is interested in getting things done. Your boss will also come to appreciate you as someone who is mature, strategic and can be entrusted with bigger responsibilities.

    3. Focus on Your Circle of Influence

    At work, there are often issues which we have very little control over. It’s not uncommon to find corporate policies, client demands or boss mandates which affects your personal interests.

    Gossiping and complaining are common responses to these events that we cannot control. But think about it, other than that short term emotional outlet, what tangible results do gossiping really accomplish? In most instances, none.

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    Instead of feeling victimized and angry about the situation, focus on the things that you can do to influence the situation — your circle of influence. This is a very empowering technique to overcome the feeling of helplessness. It removes the victimized feeling and also allows others to see you as someone who knows how to operate within given constraints.

    You may not be able to change or decide on the eventual outcome but, you can walk away knowing that you have done the best within the given circumstances.

    Constraints are all around in the workplace; with this approach, your boss will also come to appreciate you as someone who is understanding and positive.

    4. Don’t Take Sides

    In office politics, it is possible to find yourself stuck in between two power figures who are at odds with each other. You find yourself being thrown around while they try to outwit each other and defend their own position; all at the expense of you getting the job done. You can’t get them to agree on a common decision for a project, and neither of them want to take ownership of issues; they’re too afraid they’ll get stabbed in the back for any mishaps.

    In cases like this, focus on the business objectives and don’t take side with either of them – even if you like one better than the other. Place them on a common communication platform and ensure open communications among all parties, so that no one can claim “I didn’t say that”.

    By not taking sides, you’ll help to direct conflict resolution in an objective manner. You’ll also build trust with both parties. That’ll help to keep the engagements constructive and focus on business objectives.

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    5. Don’t Get Personal

    In office politics, you’ll get angry with people. It happens. There will be times when you feel the urge to give that person a piece of your mind and teach him a lesson. Don’t.

    People tend to remember moments when they were humiliated or insulted. Even if you win this argument and get to feel really good about it for now, you’ll pay the price later when you need help from this person. What goes around comes around, especially at the workplace.

    To win in the office, you’ll want to build a network of allies which you can tap into. The last thing you want during a crisis or an opportunity is to have someone screw you up because they harbor ill-intentions towards you – all because you’d enjoyed a brief moment of emotional outburst at their expense.

    Another reason to hold back your temper is your career advancement. Increasingly, organizations are using 360 degree reviews to promote someone. Even if you are a star performer, your boss will have to fight a political uphill battle if other managers or peers see you as someone who is difficult to work with. The last thing you’ll want is to make it difficult for your boss to champion you for a promotion.

    6. Seek to Understand, Before Being Understood

    The reason people feel unjustified is because they felt misunderstood. Instinctively, we are more interested in getting the others to understand us than to understand them first. Top people managers and business leaders have learned to suppress this urge.

    Surprisingly, seeking to understand is a very disarming technique. Once the other party feels that you understand where he/she is coming from, they will feel less defensive and be open to understand you in return. This sets the stage for open communications to arrive at a solution that both parties can accept.

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    Trying to arrive at a solution without first having this understanding is very difficult – there’s little trust and too much second-guessing.

    7. Think Win-Win

    As mentioned upfront, political conflicts happen because of conflicting interests. Perhaps due to our schooling, we are taught that to win, someone else needs to lose. Conversely, we are afraid to let someone else win, because it implies losing for us.

    In business and work, that doesn’t have to be the case.

    Learn to think in terms of “how can we both win out of this situation?” This requires that you first understand the other party’s perspective and what’s in it for him.

    Next, understand what’s in it for you. Strive to seek out a resolution that is acceptable and beneficial to both parties. Doing this will ensure that everyone truly commit to the agreed resolution and will not pay only lip-service to it.

    People simply don’t like to lose. You may get away with win-lose tactics once or twice but very soon, you’ll find yourself without allies in the workplace.

    Thinking win-win is an enduring strategy that builds allies and help you win in the long term.

    Featured photo credit: Unsplash via unsplash.com

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