“Things are going really well.” No, things are not “super good”, they never will be.
The opinions expressed by collaborators are personal.
“This is your captain speaking. We look forward to a smooth flight. ”
“Our meat is delicious tonight.”
“Have a nice day!”
These are lies and you know it. Pilots never really know how “smooth” the trip will be or if a little turbulence will spill your neighbor's coffee. Your waiter has never tried restaurant meat, the manager told him to recommend it and the cashier doesn't care if you have a good day. People have good intentions but most are false .
And we are not very different. Admit it, you lie. I also. We have excellent purposes, but we don't always tell the truth. I see my clients lying every day. Being dishonest is part of what you need to run a business. These are things that you think you should express, but you don't really feel it. Do you agree? Tell me if you have never said these things:
1. “I care about you and I want you to succeed.” This is usually said to employees sitting across your desk in tears because their job has worsened due to a recent breakup, a drug problem, or the lack of an alarm clock. This is, of course, a lie.
The truth is that you have a lot of things on your mind, a long list of problems and you don't care about the boyfriend who is distressing you or the repair of your car. You are not interested in getting involved in his personal life. You want someone to show up on time, be nice to others, work hard and make you money. If you can do this, you will be successful. If he doesn't go, we care, but there are limits.
2. “Things are going really well.” No, things are not “super good”, they never will be. You have ten customers who owe you money for products that were shipped several months ago, employees who called in to report illness, a vendor who was late for delivery, and a technician who should have replaced a printer but somehow broke down your server. Did I mention the medical expense account that landed on your desk and that vital sales person who changed jobs?
By the way, your money took a dip, your competition won that new project, and three of your clients called in the morning to complain about something. This is a typical day, face it, the best you can be is “fine”.
3. “The customer is always right.” No, they don't and we all know it. You have been doing this for 20 years and your customer buys the product once every quarter. You say “don't do things this way” and your client says “it doesn't matter, everything will be fine”. Who do you think is right? Exactly. Customers don't know what they want and think they are smarter than you.
You grimace, sigh, and fight to keep your tone of voice as professional as possible, and then offer the know-it-all consumer a discount / coupon / benefit / apology for something you know they don't deserve because they aren't right.
4. “Your business is important to me”. That depends on how much business we are talking about. Small customers are not as important as big ones and every owner who tells you otherwise is lying. Sure, small sales have a role and help to make everything work, but the big ones are the ones that put money in the bank.
We jump when a client calls, but we jump, climb and drive wherever a large consumer marks us. We did not survive more than two decades in deals of $ 1,000. It is the deals over $ 10,000 that we pursue.
5. “It's not about the money.” Believe me, money always has to do. People also like to say that money is not the goal, but they are lying.
Once I went to a client, owner of a small factory, he told me that he wanted the best system he could get and that no matter the money, it was about getting the job done right, no matter the cost. After I told him the price of the software (chosen by him) the conversation turned into something like, “I want the product to be worth what I'm paying.” Translation: “It is about money, so give me something cheaper.”