The Answer Is "No"

Someone who often gives great advice on providing a superb Client Experience is pushing the mantra:

The answer is "Yes," now what is the question?

The question is, "Will you manipulate me?"  The answer is "yes" because you have to manipulate people - or lie - if you teach your people to say "yes" to everything and then work their way out of it.

Typically this Wednesday post is longer, but I just could not wait to remind you that I am in your camp:

You can still provide a near-perfect Client Experience and say "No" to unreasonable requests.

Look to the Meeting Ideas section for one fun game to play to emphasize REALISTIC OPTIMISM rather than "the power of yes" that some people want you to blindly embrace.

If you are saying "yes" too often...

• Allowing poor-performing employees to stay too long
• Not enforcing the rule that techs document work as they go
• Looking the other way when people are chronically late

Then wake up.  These are attributes of a "Bad Boss."  These behaviors are a choice.

If you are sick of the cost of these types of choices, and you want to be a better leader, or would like to discuss your specific employee or company culture issues, then email me.  

BE a 3STRANDS LEADER

Systematic Leadership;  inspiring others in Meaningful Work;  and consistently expressing Sincere Gratitude to people around you.

Meeting Idea

Have a team meeting. Explain you want to reinforce your company's commitment to be positive, encouraging, and going above and beyond for your Clients.

The game is simple.

1. One person is a tech or a sales person for your company.  The others are your Clients.
2. You will give $100 cash (show at $100 bill) to anyone who can answer "Yes" to 10 questions in a row posed by the group.
3. Start with relatively easy questions.  You do want to reinforce that a "yes" is important when appropriate, even when it means you have to stretch to deliver.
4. The same question cannot be asked twice of one person, or of another person.
5. Encourage positivity, but reinforce REALISTIC OPTIMISM, empathy, and respectful problem solving rather than saying "yes" to services you never agreed to provide.
6. At the end tell everyone they are winners and buy them lunch.