Most of the decisions we take bring change in other people’s lives, jobs, situations. And they might not be just ready to accept that.
When involving people in the decision itself is not possible, you need to at least allocate time for them to digest it, settle into it, and decide whether they are going to stick around or not.
And you need to be open to both outcomes.
We wonder what is acceptable, what is right, what makes a good wife or a good husband, what makes a good parent, a good friend, a good employee, a good colleague.
And while wondering that, we often take an outside perspective, as we put most of the emphasis on what others think.
But what is acceptable for us? What do we believe is right, wrong, good, fair, worthy of respect? Where do we draw our line? And what are we going to do to make it so others will accept that?
Those are way more interesting questions.
If you approach a customer support ticket, a negative review, a cancellation request with a defensive mindset, you will always fail.
When people approach you with a problem, they are not interested in hearing that it’s not your fault. They might be seeking a solution, a clean cut, a way to rant. Never will they want to hear a closing statement from your defence attorney.
What do you want to achieve and what do they want to achieve are two important things to consider in these cases.
You have a system to monitor your customers opinions because you want to know when things go wrong and try to remedy that, possibly changing people’s attitude towards your brand. Then why is it rarely your fault, why is confrontation often the go-to tactic, why is empathy the last thing that’s being taught to your people?
And on the other hand, customers do very often reach out because they care and they want to share. They are unsure about what happened, they are hurt because things did not work out as they expected, they want to know they have not done a terrible choice.
So, when you see a customer support ticket, a negative review, a cancellation request, keep in mind you are not there to prove a point.
You are just there to help the other move forward.
Not everything that you like, that you want to do, that seems interesting, that you are committed to, comes easily. Sometimes the pursue of that thing means you get stuck in other aspects of your life, simply because you are left with no energy for them.
And so, it might be a good idea to put that thing on hold, to wait for a better time, to progress on other fronts. There’s nothing worst than achieving something when knowing that all the rest has been left behind.
In dark times, solitude is never the answer.
Because in solitude the darkest narrative becomes the only possible one. There is no escape to negativity and self-pity if we don’t connect, don’t open up, don’t reach out.
The good news is, solitude is a choice.
You've got this 