Posts Tagged client relationships
One of my all-time favorite television programs is Frasier, a spin-off from another favorite, Cheers. Since the series ceased production in 2004, I have enjoyed watching reruns of the program that features a neurotic and perpetually challenged but witty psychiatrist who gets himself in a series of tough spots.
In an episode I recently watched, Frasier experiences misfortune when he tries to do good deeds. The worst misfortune is his arrest for soliciting prostitution when he mistakes a transvestite prostitute for a stranded lady in need of a ride on a rainy night. His misfortune causes him to contemplate the value of altruism. Within a week, I found myself contemplating the same.
Though my contract entitled me to keep it, I returned a substantial payment to a client when a deal unraveled due to neither of our negligence. Standard procedure dictated that I keep the payment and continue to work on the project, but it was evident that would cause distress for my main contact in my client’s office. Since I had a long and successful relationship with that contact, I broke protocol, returned the check and continued working on the project. After a short time, the project was unceremoniously cancelled. My good will was shrugged aside, just like Frasier’s.
Initially, I was hurt by the injustice and angry at myself for exposing myself to mistreatment. I had gone out of the way to do the right thing, and it backfired. Wasn’t I owed something for my effort? That’s where I was mistaken.
Life doesn’t owe us anything, and if we plod through expecting rewards, we will create unnecessary frustrations, like mine and Frasier’s, for ourselves. Frustrations eventually paralyze good intent. When good intent is paralyzed, we not only stop contributing positive energy, positive energy quits coming our way too. Before long, we become that grouchy old person that no one wants to be around. If we want to avoid that fate, we have to learn to let go of the anger that very naturally bubbles forth when someone lets us down.
Easier said than done, right? Much easier! Anger is one reaction to our natural fight-or-flight response, and it’s often the first reaction when someone lets us down. We’re mad at the injustice we suffered and mad at those responsible. There isn’t anything wrong with this natural reaction, unless we hold onto it for more than a few minutes or compulsively act on it. If we give ourselves too little time to make sense of our anger, we risk intensifying the situation with rash behavior, and if we hold on too long, we waste needless energy that should be directed toward positive outcomes.
Anger simply alerts us to a choice we must make: are we going to let the negative situation pass or does it merit a reaction? Many of us make the mistake of delaying this decision, which puts us in a helpless state of anger. We’re mad, but we’re unsure if what we’re going to do about it, if anything at all. It’s much better to stop and focus on the anger as soon as possible, and then, in most cases, to let it go.
I’ve been working on this myself, and that work required a little research and testing. Context and appreciation seem to be keys to dispelling anger that requires no reaction.
Context: most things that anger us aren’t really that important, if we put them in proper context. That guy who gave you the one-finger salute on the freeway? Will you even remember him next week? If not, why give him any more of your attention and energy?
Appreciation: anger tends to elbow its way to the front of our attention span. When we’re angry, it’s hard to appreciate our blessings. Have you ever let a bad experience with restaurant waitstaff rob enjoyment of an otherwise perfect evening? I’m ashamed to admit that I have. You never get back those moments you spent in anger. Make sure that appreciation gets much more attention than anger.
I applied this strategy to the situation with my client and their cancelled project. Other than this instance, my experience with them has been overwhelmingly positive. This one situation seems small and unimportant when I look back at my history with them. Further, I appreciate their business and wish to continue the relationship.
I’m not perfect. It took me most of an afternoon to come to this acceptance and let go of my anger, but I’m glad that it didn’t take longer and cost me a valuable relationship.