The Fred Factor by Mark Sanborn
Author:Mark Sanborn
Language: eng
Format: mobi, epub
ISBN: 9781409060666
Publisher: Random House Business
Published: 0101-01-01T00:00:00+00:00
6. Subtract “bad stuff.” What annoys or irritates you the most? Wouldn’t it be great if others were vigilant enough to notice what those irritants are and, to the degree they could, reduce or eliminate them for you? That’s what I mean by “subtract ‘bad stuff’.”
Of course one person’s bad stuff isn’t necessarily bad for another person. It’s important to know that the stuff you’re subtracting is better gone.
What constitutes bad stuff for most of us most of the time? Here is the worst of the bad stuff:
Waiting. Who likes to wait? Not many. While waiting can help us develop patience, most of us get far more practice than we’d prefer. Don’t you love prompt people? Don’t you rejoice when your appointment starts and ends on time? Isn’t it refreshing to see those who serve others move with a sense of urgency, a sense of respect for your time? Freds are good at minimizing or eliminating the waiting their customers and colleagues experience.
Defects. It’s true that nothing’s perfect, that imperfection is the way of nature. But when we pay for something to be right or correct, it is maddening to experience a flaw. A simple furniture delivery can go from excitement over a new piece of furniture to stewing over the fact that the desk is scratched on one end because of a careless delivery person. Freds strive to make their work and services defect-free.
Mistakes. If defects happen to things, mistakes happen to processes. What a drag when someone else makes a mistake, but you have to pay the consequences. (“I’m sorry, ma’am, but somebody in our office lost your application. I’ll have to ask you to send it in again.”) One of the most powerful things anybody can do to achieve Fred status is this: Solve a problem you didn’t create. How’s that again? Solve problems for people even if you weren’t responsible for the mistake. (“I’m sorry, ma’am, but someone in processing lost your application. I’ll be glad to take the information by phone to minimize the time you spend reapplying.”) It’s no compliment to be called a problem spotter, but the world loves problem solvers. Freds take responsibility for solving problems and mistakes even if they didn’t initially create them.
Irritation and frustration. Can you really eliminate those two negative emotions in another person? Indirectly, it is possible to start developing positive feelings in others. I’d been getting the runaround from the customer service department of an insurance company. I was so mad that I informed my principal contact that as soon as my policy expired, I wouldn’t be doing business with his organization ever again! Evidently he didn’t pass on the information. When my policy expired, a woman named Theresa called me about replacing the policy. I was incensed! “Doesn’t the file say what a horrible, rotten experience I’ve had with your company?” I asked. “Do you have any idea how irritated and frustrated I’ve been when I’ve tried doing business with your company in the past?” Theresa paused for a moment, and then said, “I’m very sorry, Mr.
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