CAUTION: Bona fide, certified, unfiltered rant ahead.
‘Do what you say you will do when you say you will do it.’
That one phrase forms the DNA of how great and successful professionals think and act. It also provides me an important measurement to gauge the true caliber of people in business.
Conversely it is arguably the hardest behavior to follow for most of the population.
Recently I started a new venture, currently in beta, called Academy of Business Success. The premise of this Academy is to bring together educational content from trainers, consultants and coaches with business professionals that are in need of education, guidance, motivation, etc.
Rather than promote only my content, the Academy would promote the works of many ‘professors’. We would revenue share the proceeds and promote the site through our respective channels.
Maybe.
Three weeks ago I began running ads in Speaker Net News, a publication that goes to thousands of folks in my target market.
And while the response to this ad has been tepid, which could be a function of the ad itself, the readership, the mood of the reader, etc., that’s not what has me going.
It’s the flakes that respond to the ad, set confirmed appointments with me via email to discuss the Academy, and then no show/no call. Mind you these calls are confirmed with dates and times. They are scheduled at the request of the other party – they have reached out to me.
No show, no email, no contact, nothing!
How do people do that? No really, how? I’m not a naive newbie. I’m pushing 50 years old and it still amazes me.
Is this how you run your businesses people?
If so this would explain why you are the very same folks that bitch that business is down and complain that you are a victim of the recession.
Or is this behavior only how you deal with fellow members of your profession because they don’t require the same courtesy as a client or prospect?
Are you that rude to your family and friends?
Try this for one month: do what you say you will do, when you say you will do it.
It’s hard, and it can be done.
Like a nervous twitch in poker, this inability to live into the most simple commitment is a gigantic ‘tell’ for me.
Perhaps the better way for me to think about it is this: these folks have saved me time and money – they have demonstrated their business intentions and/or ethics long before we jumped into a collaboration.
{ 12 comments… read them below or add one }
Yes, it’s true — hardly anyone seems to keep their word anymore. From making pre-set appointments to paying their bills. I had a breakfast meeting scheduled with an old client the other day. I got up early to meet at the only time that was available for her for weeks. I was about to leave the house to beat the traffic and got a call on my cell — she was canceling. At least she called!
I’ve had to chance down payment from people who contacted me for help. And don’t even get me started on the number of people who say they’ll call on a certain day/time and don’t.
I like to give people some slack, as we can all have a brain hiccup or emergency. But then to not call afterward and apologize? You’re right — it screams what kind of values the person has. You’ve saved yourself a lot of time from working with flakes.
Thanks for the comment Rebecca. I hesitate to write posts like this for fear of a rant – but sometimes you just gotta do it!
Rob,
Though you’re right that this behavior is incredibly common in the online arena (at a recent conference 2 out of 3 client meetings I had scheduled no-showed), it’s just as prevalent in other business settings as well.
Every time I’ve needed to work with a general contractor or other repair/remodeling type, I’ve been stunned at how many people either never return a phone call, or agree to show up to do a bid on a project and then never arrive or call. At least I learn what a flake they are from that, rather than having to get burned when they don’t arrive to do the work!
If someone doesn’t have the courtesy or professionalism to stick to a simple meeting or call and don’t have a great reason, I take it as a sign that they’re not worth working with and move on.
Beau Blackwell´s last blog ..5 Steps to Take After Installing WordPress
@Beau
Oh I was referring to all business – my point of reference for this post was an online one. My point of reference for the general concept was 30+ years of business experience. And yes, you are so right, the construction trade has the highest percentage of flakes, per capita, than any I can think of! Thanks for the comment.
This is just the kind of behavior that is all part of a lack of civility in our culture. I think it’s possible that online behaviors are actually infecting our public and in-person behaviors. After all, if folks can have an online persona that simply says “buy me, sign up with me, me, me, me, me” – it’s not that surprising that they’re sell-obsessed in their personal relations and in public.
But, you’re right – you’re ranting. Thing is – we need more argument, discussion and conversation – even ranting. We’ve already got enough “sell, sell, sell – me, me, me.” So, thanks, Rob.
Michael Benidt´s last blog ..The Age of the Unspeakable
@Michael
You are right there is a general lack of civility. Perhaps the fact that more and more time is spend in arms length interactions (IM, email, chat, Twitter) that the basic courtesy that was necessary in face to face interactions has been lost.
Rob, positive spin is that people are interested.
What I see is inherent %’s.
For X attempts-booked appointments, Y %’s of appointments completed.
How do I increase Y %’s of completed appointments, keeping in mind the behavior of the targeted customers/participants? What is my new “inherent” % of completed appointments?
Depending on the industry/audience/link to “how do I benefit”, you will have a different number of appointments completed.
Although rude, the “appointment” has made a choice not to attend. Why?
Is it any different than someone cancelling formally 24 hours prior to meet time?
If we assume these “flakes” are fighting as much as you are for business/income and you have contact information, how do you get a new appointment to qualify them and prove the viability of your “NEW” business model?
@Anthony
Good thoughts.
My admittedly simplistic notion is this: if you book an appointment, keep it.
Next best option is to cancel it.
Least attractive/unacceptable option is to no show.
It amazes me too. But that is where people make mistakes; if you were a potentially paying client I bet they never would’ve done that – but there is a thing I get where if you’re an associate, colleague or especially a “vendor” – apparently it doesn’t matter how you treat those people… yet what they will find eventually, in today’s marketplace, it really does!
@Andrea
In a similar context, I do a number of things via barter. My wife, who is a fitness instructor, refuses to barter. She says that she has never seen someone give the same level of service/treatment to a barter ‘client’ versus a paying client. In fact I have barter relationships where I know that the treatment I get is 90% of what they give their full freight customers.
Hum, sounds like a rant I laid on you not too long ago (for the record everyone, Rob wasn’t the object of my rant). Rob, thanks so much for teaching me this valuable lesson a long time ago in one of my many mentoring sessions I had with you, I believe it has served me well.
That was a long time ago – geez we’re getting old! Thanks for the comment and kind words Ryan.
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