THERE WILL BE JOBS, PROJECTS AND CONTRACTS THAT YOU WILL HATE
I am recently working on a long-term contract that, quite frankly, doesn’t make me feel good. Not about my self-worth, not about my business, not about their business (that I am trying to make better), not about the people there. Not about the drive. None of it. Do I feel right about taking their money?
I am certainly EARNING it, but not in a way that makes me feel any kind of good. There are certainly lots of loud arguments going on.
People in the area of psychology have learned that it takes at least 5 good interactions (i.e. joking around, “Good job”, “Good morning, nice to see you”, etc.) to erase a single bad interaction (yelling about screw-ups in production, hollering at vendors, etc.). It doesn’t even matter if YOU ARE NOT THE FOCUS of the problem, if you hear it, YOU FEEL IT!
There seems to be some debate on the exact ratio (100:1 vs 5:1)
Still: even a 5 to 1 ratio is a terrible ROI (Return On Investment, for those that don’t know).
Mindful kindness matters.
This client’s culture, has raised voices EVERY SINGLE DAY. That is not good. It is not good for any business. If there’s a problem, and yelling is always the way it is dealt with, people will naturally hide problems until they reach critical mass, leading to (you guessed it) more yelling.
That’s not effective management, and it’s certainly burning bridges with the goodwill of people that you will likely need again at some point in the future (à la Seth Godin’s recent post: Weight thrown and the slippery slope).
Are the business’ customers hearing any of that yelling?
The employees certainly are, which brings up the next point.
There is a recent experiment that shows that stress is contagious!
Because of this, it is almost certain that the clients (of the business I am helping) can FEEL what is going on. They may not know what is actually happening, but just walking in, they will FEEL that something is not right.
You want your business to feel GOOD to your clients. You want them to feel safe, and to know that you can handle their needs. THAT is going to be the only thing that differentiates many commodity and finished goods businesses from each other.
If you can deliver the exact same product as another company, that’s possibly closer, why would a purchasing manager ever choose YOUR company?
Next week: The Cult of Youth (and My Advise) – The Future of Work: Part 4
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Herbert, McCrumb & Associates
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