Welcome to your Thursday Thunder!
One of the hardest things I deal with is interacting with people who say one thing, but do another, or don't do anything at all. Over the years the best advice I've ever been given is to only promise what you can do. Don't over promise and under deliver. Everyone hates that. In a professional setting, I tell my clients when we first meet that I want to set clear expectations so we are on the same page. This is true whether it's a website client, a photography client, an essential oils or healing crystals bracelet client or helping people find their perfect new home.
The initial consult may be brief or involved, but it usually includes the general direction of "What do you want to accomplish today?" Before blindly setting out on icy roads, I want to set out a carefully laid out plan for what the client is responsible for (yes, clients have responsibilities in business relationships too), what I'm responsible for, the timing of how things may be most successful, and what happens once we get to our destination together.
Most people I work with are also on the same path when we provide service. Set clear expectations. Answer questions on the front end. Start the work. Deliver what the client expects, plus a little bit more. You know, the way the world should be.
With so many service options available at the click of a button, screwing up simply isn't an option. If you've built TCR (Trust, Credibility, Rapport), perhaps you'll be given some forgiveness in your undeliverable.
Fool me once, shame on you. Fool me twice, shame on me.
With the coaching of my neighbors last fall, I decided to turn my former roommate room into an exquisite, elegant and private AirBnB retreat for visitors. Without the background or understanding of the ins and outs, my neighbor who is a "Super Host" suggested using the services of one of the neighbors in the area who has a vast knowledge of the industry and family history of managing properties.
"Sounds great! Set it up!" I told him.
We met and agreed on the high level of service my guests should expect. We agreed on the responsibilities for my "co-host". And we agreed for the experience in screening and filtering reservations, the co-host would receive 20% of the booking. The honeymoon was great! The first few weeks I nervously welcomed the guests - all were wonderful!
By the middle of November, the shine was starting to wear. Being "Johnny on the Spot" and reviewing/approving reservations started to take longer. Even after me prompting, "Are you going to approve these guests or what?!?!" The sense of urgency seemed to fade as the holidays approached. On one listing, the co-host got my name wrong. There were 3 more that would have expired after my prompts until I finally decided to approve the listing on my own.
But the straw that broke the camels back, was a time-sensitive inquiry I'd made for a guest in February that I needed a response back within 4-hours. I texted the co-host as his preferred method of contact asking for help. When I received no reply, I made an executive decision on how to handle the situation. 27 hours later, I received a casual reply nearly chastising me for asking the question and how to handle the question.
Day late. Dollar short. And now my patience for the lack of service in helping the client (ME) has ended the cushy job of pressing "Accept" to collect 20% for doing no more than 20 seconds of reviewing a request.
When I shared the news with the now ex-co-host the response was irritation and shock that I'd choose to not use the years of experience I was sold several months ago.
Was it worth it to go into the dozen things that led up to calling it quits? Nope. The feedback would fall on deaf ears and be met with the blame game.
I simply gave my thanks for the service provided and wished the family well.
Be careful what you wish for. It may be exactly what you wish for. But is it what you need?
