I'm currently pitching for some work on behalf of the company I work for; It's somewhat unique in that I can't do so in a face-to-face manner - (My peferred way of demonstrating our features and benefits and showing value.) It allows me to build layers, push and pull, read and display body-language triggers and react to them instantly, adapting my presentation, dialogues and overall angles to better match the situation. It's more three dimensional I suppose. Anyway, my client-prospect is in London and I'm in Australia; A click away on the interwebs but too far to travel for a face-to-face pitch.
I'm forced to rely on my writing skills and prepared (PDF) presentations that don't have the ability to adapt and change and therefore I'm reliant upon our graphics artists and marketing personnel in respect of the preparation of this documents, to make them engaging and interesting. I write the content and provide guidelines for layout and they make the magic happen. This is a process that works most often however I hit a snag this week. One of the graphic designers let me down...
...Yes, there was silence and a fairly withering stare directed from me to that individual.
The issue arose from a failure to meet a deadline on a presentation document (12 page information booklet) that my client was expecting via email; They were expecting if because I told them they would have it. It wasn't prepared as the graphic artist had been sidetracked on another task, an internal document that could have waited and I wasnt pleased.
Anyway, I was forced to delay delivery of my document and communicated with my client-prospect about the delay.
Rather than raising my voice, indicating anger, annoyance or frustration I invited the individual into my office to explain the implications of their failure. It could ultimately, could cost 5-10 years, or more, of lost income from the London client and how communication within the office is of high importance, especially when a lack of it could result in the failure to reach a deadline in respect of a client. This is unacceptable.
I went on to explain at length how this person, the graphic artist, gets paid; That is, by income generated from clients, and that despite this person never leaving the office and seeing clients themeslves they are as much her client as mine or the office's as a whole. The graphics artist apologised for the judgement call she made saying it was out of line and that she hadn't considered the implications of failing to meet her deadline. She also felt bad that it compromised my position in the eyes of the client then off she went about her day. It was all handled in a fairly cool and calm manner with respect and manners.
There's a few take-aways for me here:
I'm pleased about the way I handled it and with the resolution. It was handled professionally, respectfully and with a focus on the issue not the person.
Expecting people to perform at my work-rate is setting myself up for failure and disappointment. It's not that I'm super-amazing or anything, just that we all operate differently, have different priorities and work-rates.
Making promises to clients when the deadline is dependent upon others is always risky.
Preparation is key.
Of course, I already knew these things but this was a good reminder. I take an active role in the delivery of my job. Not because I'm well-paid but because I have self-respect and performing at my optimal level is important to me as a person.
In this case my process was impeded by someone else's bad judgement call and that's a lesson I will learn and work around. Some people don't take their role as seriously as I do and maybe are less committed to their job as a whole. Maybe that's what minimum-wage does to a persons attitude? It's my job to work around that though, to work around their strong-points. And from the client-prospect's perspective? Well, buy time where possible, under-promise and over deliver and impress with every communication; Build layers of value quickly. In this way the client is more likely to be forgiving if something is delayed or goes awry. That's been my experience anyway.
Did I win the client? Well, not yet but it's looking good.
Photo courtesy of my non-Steemit brother. It's his back yard. The cool, chilled, nature of it seemed to match the thrust of my post today. "Being chilled" in situations where it's easy not to be.