Transparency

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A friend-let’s call him me-recently had a bit of a hangup with a business relationship.

On a long-term project, there were some unavoidable setbacks. My friend decided to work through them, hoping to get everything back up to speed…before the customer noticed.

It’s a funny thing, but customers like to look at status reports on long-term projects. A couple of months after the biggest problem, the customer called my friend wanting an in-person status update. They told him to be prepared for an uncomfortable conversation.

Crap.

Now, the setbacks were truly unavoidable. Things came up that were entirely outside the realm of my friend’s control, but he had to deal with them anyway. When the problems were laid out in front of the customer, it went from uncomfortable to a discussion on how to expand the business relationship.

Transparency for the win.

Bad things happen. Anybody who doubts this is clearly not equipped to deal in the adult (that’s adult in the “grown-up” sense, not adult in the “porn” sense) world. Companies know that bad things can happen to derail a project. They are going to be more interested in how you get the project back on track than anything else.

When things go wrong, be open about it. Your customers/family/friends/one-night-stands will appreciate not having to wonder what’s going on.

 

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Priorities

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I once saw a sign on the wall in a junkyard that said, “Failure to plan on your part does not constitute an emergency on my part.”

Another good one: “If everything is top priority, nothing is top priority.”

Once a week, I meet with my boss to discuss my progress for the previous week and my priorities for the coming week. This is supposed to make sure that my productivity stays in line with the company’s goals.

Great.

Once a day, my boss comes into my office to change my top priority based on whichever account manager has most recently asked for a status update for their customer.

Not so great.

At least twice a week, he asks for a status update on my highest priority items. Each time, he could mean the items we prioritized in the weekly meeting, or the items he chose to escalate later. Somehow, getting a new task escalated doesn’t deescalate an existing task.

Everything is a top priority.

To compensate, I’ve been working a few 12 hour days each week, and occasionally coming in on the weekends.

I’m dedicated and still behind.

Prioritizing is treated as an art, or in the case I just mentioned, a juggling act. It should be considered a science. It’s usually pretty simple.

  • Is the problem costing you money? +1
  • Is the problem costing your customer money? +2
  • Is the problem going to hurt your reputation? +1
  • Is there a deadline? +1
  • Is it soon? +2
  • Is it urgent? +1
  • Is it important? +2
  • Are there absolutely no real consequences for anyone if it doesn’t get completed? -500

That’s it. Too many times, we get hung up on urgent-but-not-important items and neglect the important things.

The hard part comes when it’s someone else setting your priorities, particularly when that person doesn’t rate things on urgency, importance, and cost but rather “Who has bitched the loudest recently?”

Can I tell my boss that I’m not going to do things the way he told me too? No. A former coworker very recently found out what happens when you do this.

Can I remind him that I’m busting my butt as hard as I can? Yes, but it will just earn me a request to come in on the weekend, too.

Can I ignore the official priorities part of the time, and work on what I feel is most important to keeping our customers happy? Yes, but it’s easy to go too far. “Boss, I ignored what you said, but this customer is happy, now!” won’t score me any points if it happens every week.

Priorities are simple, but not always easy. How do you balance your priorities?

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Say Please

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This is a guest post/reader story from a good friend of mine.

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Greetings,

As a long time reader of Live Real Now, I’ve enjoyed the advice and the step by step, “I’ve been there” advice from Jason. Sadly, until now I haven’t really taken much of it. It was too much work. It was too hard. But the recent “Future Me” post really struck home so I looked for something that should be easy.

What I found was the concept of “Call and Ask”. I took a look at all of my accounts and utilities to decide which ones I was willing to change, drop, or reduce. The two I came up with were Dish Network and CenturyLink DSL.

My plan was simple:

  1. Look for their introductory offers
  2. Compare to my current price
  3. Call
  4. Ask if existing customers are as important as NEW customers
  5. Finally, be nice!

I started with CenturyLink since I needed to call them for a new modem in anyway. We’ve been with CenturyLink for years and I’ve been paying $34.99 for slow DSL and using it a couple times a week to work from home. Their new customer promotion is $19.99 for the faster service. I’d love to give you my script but I don’t entirely remember what I said. I believe I asked if they would extend the new customer rate to me and for how long. I know I pointed out that I would be out 3-5 days of internet service so now was the time to start trying to lower my bills. The customer service rep was actually pretty cool about it.

“Let me look at your account. We can offer you that rate for 12 months. After that the rate will be $54.99.”

That seems like a short term win for a long term loss, right?

His followup comment was golden: “Call us back in 12 months and see what specials we can offer you then.” So I went into Google Calendars and set myself a reminder 10.5 months from now.

Net effect: $15/month saved.

Next step: Dish Network.

We’re getting the Family Package which is already pretty inexpensive for Dish. Looking around, the new subscriber price was $5 less.

Same plan.

“Hello, I’m a long term subscriber. I see that you’re offering new subscribers the same package for less. Could you extend that offer to me?”

Same response… “Sure, you can have a $5 discount for 6 months.” Again, I set a Google Calendar reminder, this time for 4.5 months out.

Net effect: $20/month saved.

Can this go farther?

I recently purchased 3 pairs of F.O.M work jeans from Duluth Trading Company. Yes, they’re expensive, but they fit and last a long time. I’m not a small guy. (Ed. Welcome to the club!) Anyway, at the time their sale looked good: $10 off each pair when you order 3 or more. Coincidentally, I was down to a single pair after a deer hunting accident. (Don’t tie your jeans into your boots while field dressing a deer. You’ll stretch and then things get a bit breezy.) With $5 shipping, I saved $35 on that order for jeans I needed anyway.

I thought I’d done pretty well.

Fast forward to today where I see 20% off on everything and free shipping. And they’re still offering the $10 off deal I already used. I called Duluth Trading Company, and explained I was VERY happy with their pants and enjoyed the sale but was wondering if they’d please extend the 20% off sale to my prior order since it was so recent.

$23.70 back in my account.

Easy as pie and a polite: “Thank you for offering us the chance to make you happy with the transaction, sir.”

So, 3 nice phone calls, net effect:

Immediate: $23.70 in my pocket
Short term: $30 savings over the next 6 months
Long Term: $180 Savings over the next year
Total Savings: $233.75 for 15 minutes work

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