New vs Old Customers

New is always exciting. Starting off a new project with a new customer always seems to be full of more energy. Its a new opportunity to make a fresh impression - a blank slate. Existing customers, old customers, just don't seem to hold the same allure. If you're like me, you've probably made some mistakes with them in the past, let them down, maybe they've frustrated you, and as a result, its really tempting to believe that the impact you can have with them is seemingly less significant (or even just less appealing).

And while it is true that new customers may be a blank slate, your existing customers are just as important, if not even more so. I think the greater focus on new customers is many times a trickle down effect from sales - wanting make that first big impression. But don't let this tip the scales. Stand firm and continue to figure out how to solve your existing customers' problems in new ways. Don't take them for granted. Your reputation is riding on all your customers opinions - new and old alike.

Admit when you don't know...

I had one of those moments the other day when someone asked me a question on how to move forward with a project, and I knew I could come up with something that "sounded" good, but I also knew I wasn't really sure that was the best approach. So I took that fearful step forward and said the words we all hate saying, "I don't know". I waited for the inevitable sighs in frustration from everyone in the meeting...but it didn't happen. Instead, we talked through the problem, discussed solution - and as a team - came up with a really good idea on how to move forward.

There are plenty of times when I find myself in one of these moments when I'm being asked by a client, or my boss, or one of my co-workers, a question to which I feel ("feel" being the keyword) that I should know the answer to. I'm always tempted, even if just for a second, to act like I do know the answer, even if I don't. One of the harder things to do is admit when you - the one who's supposed to have the answers to a particular task project, or job - doesn't know what steps to take next. It feels like all eyes are on you, and if you say, "I really am at a loss as to where to go from here" or "I have no idea" you just took a nosedive on a suicide mission.

The trick here is that admitting when you don't know the answer is actually the smartest thing you could do. It gives you the opportunity to be pushed by others further than you thought possible and it also facilitates teamwork. Ultimately it produces better results. You can't do it by yourself and no one really wants or expects you to. Admit when you need help and everyone - especially your clients - will benefit from your honesty.

First Post

Managing from the middle, in between skilled workers and execs, is an enormous role, not focused on in business circles nearly enough and given little praise. And as a result, middle managers are falling to the way-side, tired of the non stop responsibilities they shoulder and bailing out for an easier role that gives them more time for personal and family life. See what USA Today wrote last fall about this plight of middle managers and how many are giving up on the role entirely: click here.

The departure of middle managers leaves a large hole in most organizations, a hole that has to be filled. Someone has to step up and find a way to be an excellent, but even more importantly, a contented middle manager. And there's the challenge. Finding ways to not only be great as a middle manager, but also not exhausting yourself in the process. Its about being excellent yes, but not at the cost of forsaking all other things in life. This isn't an easy or perfect road, but those that choose to travel it will be among the elite who stick it out and become the experts. Welcome to the squeeze.