Feeling more than Fact

Ever argued with a client about their frustrations? I can tell you from experience, this never ends well. I've done it, and I'm sure most of us MMs have. The problem is, most clients (and most everyone) really just want to feel good at the end of the day. Sure facts are important, but when someone is upset, facts just don't matter as much.

From my experience, I can say with confidence that its better for a client to feel great at the end of a project, even if all the "facts" of the events during a project may not support those feelings. That doesn't mean we allow the process to be a wreck - but it does mean if we only do an excellent job 95% of the time, but fail to really finish the final 5% well, the part most people will remember is the final 5%.

Its not like taking a test where all questions are ranked equally - the last questions are actually worth more points.

Rather than talk specifics about client relationships I've run into rough waters when failing to adhere to this ideal, I'll give you a recent example I've seen in my person life. I pre-ordered Seth Godin's most recent book a couple of months back. When I pre-ordered it, I was invited to join his Triibes network and was feeling one step ahead of the pack. Then all my friends & co-workers got their copies of the book 2 weeks before I did, and to make matters worse, they got their copies free at a conference they attended. I was pretty frustrated. Why did I go to all that effort to pre-order if Seth was just going to give out a bunch of free copies at a conference? I had to pay for shipping and I made the additional effort. Then came a package at my door last week. Inside - a letter thanking me for pre-ordering and another copy of the book (this one free and unasked for) to give to a friend or collegue.

My frustrations...gone.

The moral - people remember how you finished more than how well you ran the race.

Fosbury Flop

In 1968, Dick Fosbury, a relatively unknown high-jumper, revolutionized his sport when he jumped over the bar backward at the '68 Olympics. It was the first time anyone had done this.

I've heard this story several times before, especially during this years Beijing Olympics (many thanks to Morgan Freeman). It got me to thinking of all the athletes prior to '68 that were no doubt focused on how to improve their jump height by diet, strength, practice, etc. But it took someone looking at the same problem an entirely new way to bring success to a completely new level.

So the question that stands in my mind is how many approaches are out there in our roles as MMs that are based on status quo and not what effectuates the best results? Incredible results rarely come from working longer or harder - they usually come from looking at the same problem in a new way.

Lesson - Change the approach.

[For more thoughts on this, check out a previous posting on Tried...and True?]

Lessons from Europe

So its been a month since my last posting...travels have kept me away from blogging. I'm back home now and have come back with thoughts from abroad.

While in Paris, I couldn't help but notice the slower pace of life. To some Americans, this may sound unpatriotic, but there's definitely something attractive about the Parisian way of life to me (myself, being a very Type A, OCD, part of the American work-force).

I think there's a lesson in here for all us MMs - always juggling priorities and struggling to keep a work/life balance. We can lessen our stress - its simply and absolutely a choice. Its our choice. It doesn't mean we don't produce solid results, it just means we set expectations appropiately so that we're able to prevent ourselves running at near burnout levels.

If we're going to sustain our livelihood as a MM and be the best, we've got to make it sustainable. We've got to schedule, plan, and set clear & proactive expectations. So join me in taking a lesson from the Parisians - manage your day and don't let it manage you.