In the past months, I’ve worked with awesome people and terrible people. The best people will usually react constructively to your requests even if that means finding a solution that’s different than what you’re asking.
Some people are just not helpful and it’s a drag to work with them because they don’t listen and are not trying to see your point.
It’s really awesome to work with people that share their needs and listen to yours and are willing to make it work whenever possible.
This is an impressive post. I did not agree with you at first, when you are assertive with your statement "It's your responsibility to drive the customer interaction". Where is this written? Why is this true? Not everybody may feel like it is their responsibility, although you find. it is. So I thought - and think - you are too black and white about that. But then you continue, giving very clear advice on how to change the perception and how to deal with the situation... and these tips are great. I learned from your post and I love it!! Thanks, Wes!
Thank you for replying - it means a lot to me! It would be great to see a book with all your thoughts, learnings, advice. I would buy it as soon as it is published.
Speaking of a book, this is a project I’ve been thinking about recently. I’d love to get your input on what you’d find most helpful, etc. Will send you an email.
This is a great take! I’ll certainly try being more assertive. But how to deal with feature requests from users that are not high priority apart from thanking them for their feedback? Do we go into the specifics of why they are not high priority?
Hi Wes, thanks for this. Driving the conversation is an important reminder. I'm wondering, though, if we could think of being assertive as being confident. Assertiveness is a component of having the confidence needed to have meaningful, productive peer-to-peer conversations. I think women in particular are afraid of being "too assertive." We're taught not to be from the get-go. But being grounded in who we are and what we have to offer enables us to assert ourselves in a way that is neither pushy nor overly aggressive.
Great points. I am going to share this reminder with my team - "Maximize every customer interaction."
I feel personally attacked by this post 😂 Such great points, well worth a read for anyone whose 'niceness' sometimes does more harm than good.
In the past months, I’ve worked with awesome people and terrible people. The best people will usually react constructively to your requests even if that means finding a solution that’s different than what you’re asking.
Some people are just not helpful and it’s a drag to work with them because they don’t listen and are not trying to see your point.
It’s really awesome to work with people that share their needs and listen to yours and are willing to make it work whenever possible.
Awesome post! :)
This is an impressive post. I did not agree with you at first, when you are assertive with your statement "It's your responsibility to drive the customer interaction". Where is this written? Why is this true? Not everybody may feel like it is their responsibility, although you find. it is. So I thought - and think - you are too black and white about that. But then you continue, giving very clear advice on how to change the perception and how to deal with the situation... and these tips are great. I learned from your post and I love it!! Thanks, Wes!
Great article, great reminders, very useful. Will share and read more of your posts. Thank you for your input. Curious about the QBQ, to be read next.
Greetings from Berlin, Germany.
Loved your thoughts, Wes. And these days I spend more time reading your newsletter than reading Harvard Business Review articles :-)
I’m honored T S! Thank you for being here and learning together 🙏
Thank you for replying - it means a lot to me! It would be great to see a book with all your thoughts, learnings, advice. I would buy it as soon as it is published.
Speaking of a book, this is a project I’ve been thinking about recently. I’d love to get your input on what you’d find most helpful, etc. Will send you an email.
Super happy to know this :) Thank you for emailing.
This is a great take! I’ll certainly try being more assertive. But how to deal with feature requests from users that are not high priority apart from thanking them for their feedback? Do we go into the specifics of why they are not high priority?
Hi Wes, thanks for this. Driving the conversation is an important reminder. I'm wondering, though, if we could think of being assertive as being confident. Assertiveness is a component of having the confidence needed to have meaningful, productive peer-to-peer conversations. I think women in particular are afraid of being "too assertive." We're taught not to be from the get-go. But being grounded in who we are and what we have to offer enables us to assert ourselves in a way that is neither pushy nor overly aggressive.