Here’s what inspired today’s message. Our tech team recently took on the huge task of upgrading our servers. One client came up against a hiccup during the upgrade and lashed out with a pretty scathing email that was both accusatory and tough to receive. In this case, despite our best efforts, I realized we just couldn’t appease this particular customer.
I wanted to share with you how I worked through it because what came out of it is actually something really beautiful, something valuable for the team, and something we’re going to use going forward.
I wrote down and answered five powerful questions.
- What’s true about this?
When you’re triggered and feeling defensive, you can’t always see what’s true. But, there were things that were accurate in what she said.
- What’s not true?
There was a lot that was unfounded.
- What am I willing to own?
What will I take responsibility for in order to make the most of this situation?
- What can I do to remedy this?
How can I mend this client connection and what can we do to prevent it from happening again?
- What am I going to take from this going forward?
While we all get triggered when we’re feeling wrongly accused, if you access the truth about something and you access your desire to serve and make a difference in the lives of your clients, you can respond powerfully and purposely. Good things can come from any situation.
So, while it was not an easy morning for us, our team walked away with more clarity about what we can do in the future in similar situations.
We also came away feeling as though no matter what, we can manage. We can go through this journey because our vision for our business is so much more important than any triggered state. And as long as we come from a place of service and we’re willing to take responsibility and make changes going forward, it’s all good. It’s all good.
So that’s my message to you, straight out of the life of Jane Deuber and her amazing team, growing this amazing business.
Take responsibility for what you should own. Practice self-love and let go of what you shouldn’t own. I’m wired to be a pleaser. This sets me up to take “client dissatisfactions’ pretty hard. My guess is that is true for you as well.
So, next time you’re triggered by something that has gone wrong, write out and answer the five questions. You’ll find that it will center you and allow you to respond from a place of power and clarity…and you will then uncover the beautiful take-aways from the experience.
For further advice on managing difficult moments in the life of your business, schedule a strategy session with one of my business mastery coaches. Get started here.