“Because I really like working with them….” is an acceptable reason for selecting and maintaining a business relationship.
Assuming all other things being equal in the product or service, “likeability,” or “ease of working relationship,” in itself can be a differentiator.
A good goal is to leave any person or interaction more “energy positive” and to provide value in whatever way is appropriate to the assignment or situation; to provide a solution, path to solution, recommendation, or to help simplify to a point of clarity.
Be the person others like working with.
Fascinating and Motivating- Gauging Emotional Energy
As we gain experience, that which is “fascinating and motivating” changes. What may have been so at one time can become “just ok,” or even “annoying and frustrating.” It’s alright to move on and move forward into the next “fascinating and motivating.” This takes awareness.
While doing so, we can’t forget that our “frustration” with something now is likely someone else’s new opportunity (just like it was for us prior.) We can delegate it, or better yet, hand it over entirely to another colleague or recruit, someone wanting to step into their next “fascinating and motivating.”
It is liberating to recognize this, and to assess our priorities by gauging our emotional energy. Step back and audit what is exciting, what is motivating, where the value is best provided to clients and staff, what increases emotional energy, and what drains it. Re-prioritize, amend, delegate, delete. Stay present to coach, advise, support, and help those to whom we hand off the work,
Strategies and Scripts – Client Relationship Repair
I’ve found through experience, different tones and patterns of communication that get better response than others. This is important in communicating with clients, whether in prospecting, retention, or restoration of the client relationship. In this post I focus on an example of how to communicate to clients when there’s been a fracture in the relationship; when we didn’t deliver what we promised. For example, when we fail to manage to expectation, we miss a deadline, quality suffered, our delivery wasn’t the same as outlined, our communication was poor, etc.
This form of communication and the initiation of attempting to address the issues, opening the door to listening, seeking restoration, is not intuitive. Most hide behind the failure, make excuses, or blame the client. This type of effort must be learned through caring and through practice. I’ve got all sorts of examples of various forms of writing emails or letters. I’ll provide one here for readers to use as an example, but remember to put in your own words. It has to be sincere. Cutting and pasting is not the intention. The intention is to communicate tones. I will explain why as well.
Here’s an example of one where our client just wasn’t satisfied with a tough project we did together. Before I provide the example here’s another important item. We must give the proper amount of time for things to settle before we come back to it. Pushing, badgering, and trying to reach the client too soon afterwards, will minimize or negate the very thing we are trying to do to rebuild and restore. It also can be very insincere and give the message that it’s all about us wanting to feel good rather than really providing value and care to the client.
Here’s an example (the names are random.)
Hi John
I hope all is well. I am not sure if you want to hear from me or not but I thought I’d give it a try. I saw the cool LinkedIn post from your team on the project we worked on together. We were proud to work with you and your team. I know it wasn’t all the experience you expected. The job looks great. Congratulations on a beautiful project.
If you’d like to reconnect I’d be happy to do so, whether just personally or also professionally. If there’s anything I or we can do to repair the relationship with you and your colleagues at your business, I’d be happy to lean in to that process. If there’s too much energy required for you to do that and you don’t have any interest, I understand.
It’s a great industry we work in. I am glad to have been a little part of the work you did and the time we had together.
Either way, thanks for the post on the project and thanks for giving us a shot together in 2019.
This message got an instantaneous response from the client, receiving a response within 5 minutes (less actually.) His response was “Thanks for touching base. No hard feelings here. It was a difficult job.” This was the first part of the email response. He also indicated that he appreciated and respected me reaching out. He mentioned that things were better when I was involved in the work, but that I can’t be involved in everything. He mentioned that collaboration suffered (one of our core values.) He didn’t say he would work with us again, but he didn’t say no. He left the door open.
Why the response? Probably a number of reasons. I faced the reality of the situation and didn’t ignore the experience. I knew they weren’t happy. It’s easy to hide or not have the courage to be transparent and humble about it. I sent an email with no expectation, didn’t excuse, dismiss or blame. I made it clear that if he didn’t respond it was okay, and that I would understand. I sent the message 18 months or more after the last interaction. Remember, we can seek to reconcile but we can’t force it in any relationship. All we can do is make the first step, be humble, and seek to understand. That way we can have no regrets, or at least fewer regrets. Reconciliation takes two parties, two people, not one.
One other thing to know. They say it takes ten-times as much work to secure a prospective client than to retain one. I’ll bet it takes ten-times more than that to rebuild if trust is broken or fractured.
I’ve won and lost clients. I’ve made all the mistakes. The longer I work at my craft, the more careful I become about delivering the value expected. But the struggle doesn’t go away. We’ve got to be vigilant and to care. Why would we not seek to at least acknowledge the problem? How important is a relationship? Very important. It’s all about the relationships, and Integrity is everything.
Lean In
Lean in to the hills; the upward struggles; the view is better at the top
Lean in when the pain is unavoidable; identify the source
Lean in to good times and enjoy; there’s no guarantees
Lean into that special moment; it may never come again in the same form
Lean in to tough times; experience is gained
Lean in to relationships; there’s nothing more important
Lean in to journaling, to expressing thoughts on paper; personal growth takes place in this context
Lean in to listening; much learning takes place
Lean in to change; it’s one of the few constants in life
Lean in to hearing different views; it expands our mind whether we agree or not
Lean in to being flexible; sometimes the magic is found there
Lean in to growth; no one will do it for us
Lean in to understanding; no one can take it away
Leaning is a mental posture.
Leaning in is better than leaning out
What’s on My Mind?
What is on my mind? That’s a good question. For anyone that follows this blog, you’ll know I haven’t written for some time. Seth Godin says there’s no such thing as “writer’s block” any more that there’s such a thing as “talker’s block.” But talking is easy, writing is hard. Talking feels less permanent; like standing by a stream watching the water flow by; it’s there and it’s gone. Not that the words we speak have no meaning; they do, but it feels less vulnerable, less permanent. What we write is fixed. It’s harder to take back. It’s permanent, or at least it’s memorialized in a more fixed manner, like a photo of the stream; a fixed point in time. No taking it back
Why so long between writing? I don’t know. I am busy running the company, Wheaton & Sprague Engineering, Inc., and affiliates. I have been devoting more time outside of that to the Creating Structure Podcast, which is now producing Episode 23 and with two more scheduled coming up in August and early September. Those take time to produce; the show notes are like a mini-blog in themselves. I’ve been busy with The Garden (see Instagram posts and other articles in prior blog posts.) It’s summer and I spend less time inside. I’ve been really busy with family matters, friends, and adjusting to post-Covid19 lifestyle. Actually I don’t think there is yet a “post Covid19” reality since the pandemic rages on. It’s just a different state of another “normal,” a new adjustment. Actually it’s worse than prior to, and during Covid, from my point of view, since now there seems to be this expectation to live in both realities. I find it less sustainable, therefore, prioritization of choices is required more than ever. There’s just a tension in the air.
The above are all just excuses of course. Even as I write this, I am starting to FEEL better. Why? Well, I like to write actually. I spend most of my writing time crafting emails, drafting company briefings, writing memos, proposals, work products, and more. But putting this out to the public, and to the followers of the blog, feels different. It is different. I am crazy enough (call it what you will) to think that I might have something to say; that perhaps my experiences might positively impact one person. Even if that’s not the case, it impacts me. And writer’s write because they need to. They write for themselves. One writer said, “If you really want to make an impact, write something that would make your friends feel uncomfortable reading. If you want to make an even deeper impact, write something that will make yourself unconformable.” I’m not quite there yet. I’m able to be just vulnerable enough to do this; to share these thoughts in writing with the world.
What’s on my mind, though, you ask, since I still haven’t answered the question? There’s a lot on my mind. Organizing it and sharing it in a substantive way is the tough part.
What about REMOTE WORK. Well there is no such thing anymore as “REMOTE WORK.” There’s just contextual work; work from various locations. As a business owner I used to work “remotely” often since business ownership is more of a lifestyle than a job. Now I never use that term. First, working in different contexts now belongs to almost anyone that is in an office environment or working a traditional “office job.” It’s no longer in the realm of the business owner alone. I actually feel better about that. I never say “I am working remotely.” It doesn’t matter- not at all. I say things like, “I will be working from my home office this morning,” or “I will be working from my car, between appointments.” (Yes from my car.)
If I turn on “out of office” for auto-response to email it’s because I am on “personal time” or “handling matters that will not allow me to stay in top of email in real time.” There is no more “out of office.” Do I have a physical office? Yes. I am there sometimes five days per week, sometimes zero days per week. All that matters is whether I am engaged or not; whether I being productive or not. Never has it been more obvious to manage by results or outcomes than now. Manage to results and outcomes, not appearances.
What’s on my mind? I don’t know. Have I gotten to that part of the blog yet? “Hey John, what is your company doing about return-to-office vs. hybrid work vs. work from home? Which one are you guys doing?” My answer is yes. What? “Yes, I said.” We are doing ALL OF IT. Is there one better than the other? I don’t know. It’s all contextual. If we are not creative in our approach to people and work contexts, we will struggle with retention and recruiting for sure. Like I said, manage to results and outcomes. Not everyone will survive the change. Not everyone has at our firm. But many will like it more, and they will thrive, plus new people will come into a context they are familiar with if we hire within this paradigm.
What’s on my mind? A lot of things. How can there be so many “hiring now” and “help wanted” signs compared to the time prior to COVID19? Are there that many people that have bowed out, gone to gig economy, freelancing, or just decided not to work? I don’t believe the statistics from the labor department. I just believe what I see; a LOT of jobs available and not enough people available to do them, willing to do them, or that have been trained for them. What a shift. The shift is dynamic and continuing to play out. Take your 5-year plan and scrap it, unless your 5-year plan is “be nimble,” or “make cool stuff,” or “impact the world through clean drinking water,” and similar. I like the “be nimble” part. The job of my company, our “why,” is to “Create Structure” to the world, physically and operationally. Being nimble is required (that’s sound better right now than “pivoting” which is an overused word.)
What’s on my mind? I don’t know. I guess quite a bit. But I am coming to the end of my attention span and available time for this priority today. I’ve not touched on the spiritual, the garden, updates regarding the company, technical posts, discussions about project management, client relationship management, faith and work, the natural, supernatural, discussions about BIM, innovation, 3-D printers, point clouds, time sheet discipline, strategies behind billing report audits, leveraging of time, prioritization, game-changer tasks, the importance of relationships, implementing EOS at our firm and more. I guess those will have to wait for the future blogs; tomorrow, next week, as soon as I prioritize and choose to write more.
What’s on my mind? I guess there’s quite a bit. Let’s talk more later. See you in the next post. Have a great day.
Covid19 Dynamics- Business & People
41% of employees considering leaving?
I received this article and link from PSMJ recently in their executive forum thread.
“A recent Microsoft study found that 61% of business leaders say they are thriving while 60+% of staff-level employees say they are struggling. What is even more striking is that 41% of those surveyed say they are mulling leaving their jobs.” You can find an article with more detail on the survey here: https://www.bloomberg.com/news/articles/2021-03-22/bosses-are-clueless-that-workers-are-miserable-and-looking-to-leave
My commentary; this is a deep issue. So much of it involves the need for more “self awareness” for everyone. The physical, mental and emotional whiplash effect from transitioning, or trying to transition, out of COVID19 lockdown, in whatever form, is real. Working remotely stifles the full impact of social connectivity, culture, the more predictable and interactive environment of office life. Working remotely for specific reasons or for short sprints, is a great option. Staying remote indefinitely is not.
This is a deep well and I can’t do it justice in a short blog. But many people are tired. Many bosses are tired. Many think “they are ok” but they are not. My first question to everyone now is “how are you doing?” “Is there anything I can do for you to help?” Liberal use of calls from managers and ownership to staff via video chat really helps.
The number one predictor of long life in the top ten indicators is social connectivity and engagement. Think about it.
There’s turnover happening and it will continue to happen as people evaluate their life and options. We have been working to mitigate the side effects and rebuild connection and culture at my company but it’s all dynamic and an emerging picture for all of us.
I would love to hear from others on this topic. If you have story to share, please comment.
How are you doing?
Instagram: Inbound Marketing and Sales
The email I received from my Development and Communications Coordinator, which came through our “Contact Us” location on our Website said:
“Good afternoon, I actually chat sometimes with John Wheaton on Instagram. I have been following the work closely when photos are posted on IG; the scope looks like you might be able to help my company with a current NYC custom curtain wall project. The project is (project address removed for blog purposes), and we not only have to provide the curtain wall but we own the design and installation of waterproofing behind the glazing. I was wondering if Wheaton & Sprague could provide pricing to consult on waterproofing for this job. Please let me know who to send preliminary shop drawings and arch info to. Note that this is a very time sensitive project. Thank you.”
This is an example of “inbound marketing.” In other words, it came to us; we didn’t go outbound to generate the lead directly. It was the product of RELATIONSHIP BUILDING. It is also an example of how leads and RFP’s (requests for proposals) are generated via social media.
“So how do I actually get leads for real sales from Instagram; how does this work?” Here’s a few pointers, experiences, and examples.
- Posting is an act of “creating awareness.” It brings visibility. Keep posting.
- Engage with the people who follow; follow them back; thank them for comments. Send DM’s. Have a conversation.
- Keep posts consistent and organic. We must be true to our DNA, passion, interests, realities. No need to try to contrive ideas. Just post. Post interests, projects, comments, use hashtags
- Put the company website link in the bio of the IG profile
- Have a personal and a company IG profile
- Call out the company in the personal posts. If you don’t have a company, or “you are the company” then put your blog or personal website link in the bio
- Create a unique hashtag around your brand. Ours is #creatingstructure
- Connect with as many people and companies in your space as you can; especially with those that are active.
When people tell you that social media marketing doesn’t work for business; it doesn’t work in professional services; it doesn’t return an ROI; that they can’t afford a social media support person, etc., etc., just smile and nod. Keep posting. You get to become the lead generator; the engaged one; the relationship builder in multiple platforms. But IG and Social is not the answer alone. It’s just ONE Answer. One means. It should be just another manifestation of an outward focus; an outward seeking mentality; a passionate desire to connect on many levels with people, with their businesses, and their needs. And remember, it only takes one lead, one proposal, one sale, one referral, to reinforce the importance. I can’t tell you how many leads we’ve gotten from social media platforms.
Be present. Be engaged. Create more content than consumed. Listen to the community. It works.
Checking in
It’s been a while since I have blogged and checked in with everyone. I hope you all are well. Thank you readers and followers. I deeply appreciate the engagement. Below I will update you on what’s up.
- It’s been a busy time since COVID19 hit. Our company at Wheaton & Sprague Engineering went “100% remote” work, shuttering office locations, on April 7th and we were in that mode until mid-June. We now have about 30% of our staff in physical office locations, and it’s slowly increasing, with caution. It takes extra effort to manage to the necessary level of engagement and communication when people are scattered. We are adjusting.
- Speaking of COVID19; I believe we are in this until we aren’t. That may sound obvious, but if anyone is thinking “when this is over and I get back to normal……” you need to adjust your thinking. This is the reality now. It’s a time to figure it out and get stronger; to build more relevant infrastructure in your company; to pursue “best practices” in this environment. My best guess for the next transition with less or no COVID, which may be too optimistic, is September of 2021. Be in the moment, manage to the current reality personally and professionally. Stay engaged. Build your network
- More COVID19: We lead with “care 1st” in our mindset and resulting interactions with our clients and staff. This applies to personal life too. “How are you doing?” “I hope you are well.” “Is there anything else I can do to support or help you?” All are relevant lead-ins to conversations. Positive results are produced by healthy people in mind, body, soul, spirit. Results are the outcome. Lead with care
- I’ve seen a recent increase in relevant, legitimate, project opportunities. Tech and Medical markets are strong. Combine that with some college work and research facilities and that is a good market presently. There’s more but you can figure out some of those. On the other hand, some past projects were put on hold and will likely push out indefinitely or be cancelled. The longer we can sustain “the gap” and sell into the current reality, the better. Our backlog is steady (up actually) and estimated work is strong (up as well.) We just landed a great new project at LaGuardia Airport and are pursuing some other fantastic projects that are in motion.
- Key Relationships: Nurture and foster your key relationships. Build on what you have. Nurture key prospective client relationships as well, and seek referrals. People want to work with those they trust and know will be present in this time. Reduce doubt for people and clients
What else is up?
- I have been gardening. We started garden at a community garden and have been working to reclaim the plot and grow veggies and plants in raised beds. It’s a family affair. It’s a great way to refresh and take some measure of control over questionable supply chains, to build community, live in a sustainable manner
- I just started a PODCAST called “Creating Structure” Podcast. It’s in the business category and you can find it on BUZZSPROUT. We also are listed now on Spotify, Apple Podcasts, Deezer, Podchaser, Podcast Addict, and Listen Notes. The next Podcast will be recorded Wednesday 8/19/2020 and will be edited and uploaded probably by 8/25/2020. You can find the first episode here https://www.buzzsprout.com/1236827/episodes/4965362
- Speaking of the next podcast: It will be relevant to the GLAZING, Subcontracting, Architecture, and Delegated Design-Engineering category. This podcast will feature a discussion between my Branch Operations leader and I at the request of Katy Devlin, for Glass Magazine and their “Outlook Tuesdays”. Stay tuned for future uploads and postings from us and NGA.
- The Patio: I turned our patio at Wheaton & Sprague from looking like a prison yard to a workable, desirable, space. It is amazing what a couple patio umbrellas, flowers, and tables can do. “If you build it they will come.” Make spaces INVITATIONAL.
Well, that’s all for today. I’ve got 13 drafts in the blog queue and much more to share. I hope you all are well. Remember, identity drives behavior as my personal and business coach taught me, and reminds me still. What we manifest on the “outside” is produced from what is on our “inside.” Focus on internal health of soul, mind, and spirit, and the physical manifestation will come on the outside. Healthy inside=healthy outside. Life is tough. Look up, lean into God, count each day as a blessing. I do that through the Lord Jesus Christ and provision of His spirit in and through me. I’m “just passing through” this reality, trying to spread blessings while do so, and while on the way to an eternal home without end. For now, I am striving to give thanks in all circumstances. Let’s inform those in our lives rather than letting them dictate to us.
Be Blessed
John
More on Marketing
This week I secured a negotiated project with a client. I visited the client about 4 or 5 years ago. I hadn’t secured a project before this week. I know their CEO, Director of Marketing, VP of Operations, Engineering Manager, a couple of Project Executives, and project managers. But nothing happened prior. Sometimes these things take time.
Over the 4 or 5 years I have been an admirer of their growth and I have kept in touch with them. They are reasonably well represented on social media, so my company social media person and I advocate for them and support a lot of their values. One of them is their “Women in Construction” advocacy and staffing.
They like us, we like them. We both create visibility and awareness. There’s been a lot of talk, contact at conferences, and just some good mutual respect. But no work. No project. No actual transactional business relationship. But that’s okay.
Then it all changed. And it changed quickly. You see a project manager from another client that we worked with joined their organization last year. When the project executive on her project needed an engineering parter, and someone that could collaborate through the process, she said “what about Wheaton Sprague and John Wheaton?”
Then came the RFP, then the phone call, context, urgency, clarity of values, and timing. The proposal was written. Follow up happended from them immediately, and a deal was cut, a proposal signed and a Purchase order received.
You see, the relatiohship is paramount. The relationship is to be nutured always, regardless of where it leads transactionally or at a given moment. The relationship has meaning OUTSIDE of a sale. The SALE is just the final expression of value, trust, and relationship; a promissary note that describes what they will pay us when we deliver on our scope and promises.
Don’t ever lead with a sale. It’s disengenuous. Lead with relationship and with sincerity, not manipulation. Everyone knows you are in business to make money. But that’s the end of the process, not the start.
I’m grateful to now be working with them.
Sometimes these things take time.
The Escalator
I couldn’t get to the trade show floor until 10:00 am. That meant 15 or 20 minutes to kill. I looked around at the options and said to myself, “Why not stand at the bottom of the escalator? There’s no better place to see and meet people.”
In the sea of people there were two gentlemen standing near me with name tags that noted their business location; Nantucket, MA. I had just returned from a business trip to Boston the week prior, and then spent 4 days on Cape Cod. It wasn’t Nantucket, but it’s close enough. I started a conversation.
We talked about their work on the island, about the culture, what kind of support they needed, and how they managed logistics. They asked what I did. We shared business cards. I invited them to contact me anytime and they did the same. Then we both went on our way.
That was about 5 or 6 weeks ago. One of the guys, Lee, called me today. “Hi John, I don’t know if you remember me or not….” “Of course, I said. We met at the bottom of the escalator!” “Yep. That’s me.”
He said he needed some engineering support and asked about our availability at Wheaton Sprague. He asked what the next steps were. He said he’d email me the info. I said I’d assess it and get him a proposal. He said, great.
How do we “kill time” while waiting? Usually with our head in a phone or waiting in the wings. That particular day I chose to engage at the bottom of the escalator; to be where people were congregating. Who would have guessed? We never know when an interaction will lead to more. But most business is relational, whether B2B or B2C. How’s your engagement going?
JOHN L WHEATON BLOG 