HI,
My friend is in the middle of a negotiation with the bank on some financing.
Yesterday he had a productive discussion with the bank and they agreed to touch base on Friday with further updates and adjustments.
Today, a different guy called and wanted to be the face of the negotiation – which made no sense as my friend had no real connection with him and in fact found him abrasive.
He started lecturing him on processes and systems and how they assign negotiators.
My friend hung up on him and spoke to the person he connected with to keep the negotiations on track.
Sometimes processes and systems -when poorly thought out and executed can actually be counterproductive.
And are even much worse when the people on the other end are outsourced and culturally obtuse.
As an owner you want to create these, but you want to ensure they reflect the values and style of how you wish to interact with your customers and others.
That gives you satisfied, loyal and repeat customers.
Which gives you higher predictability, profits and ultimately value in your business.
What does that mean?
Peace of mind and freedom in running your business.
Sometimes it’s that simple.
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