Recently I turned a breakthrough into a blame fiasco. By not syncing first with my peers.
I was on account team which didn’t have much activity. We met with the customer every 3 months. Exchanged updates. Decided on initiatives, and then crickets.
At time I learned about role of building relationships to drive changes. I didn’t have any close relations with clients. And I didn’t have success convincing customers to do proactive improvements.
To learn where the client sits on topics I could help, I approached a stakeholder. Sent a laundry list of questions and asked for a meeting. No answer.
Weeks passed. I realized I didn’t motivate the customer and asked how I could incentivize them. Surprisingly it worked and I got agreement to meet in person for 2 hours. I couldn’t believe it, first ever 1:1 meeting with a client.
I prepared by researching person’s career and successes. It would be about them first, and my queries second. It was relationship building time.
We met, did small talk, covered their career, appearances, successes, and moved to their experience with us. They revealed how previous account team worked better, they felt engaged, and with us they felt left out.
I delved in. As I emphasized more and they shared more, the solution became clear. We had to change our engagement approach. As I concluded the topic we were 40min past the 2h. We quickly covered my original queries and parted as I committed to turn things around.
This was on Thursday and I returned late. Excited about the swath of information I briefed in very short the team on Friday, asked for questions if any, and announced I’m writing email with all details.
Monday I sent the email to team and team’s managers. It started with customer sentiment, followed by actions to course correct.
Soon after peer called and I got a drilling how they were unprepared for the customer feedback, it put team in bad light, I didn’t present our view of the sentiment, and managers would question us. Next day I got another drilling in front of the team in catch up. I didn’t show good courtesy to the team. And my manager got involved in behind curtain 1:1. Though all of the managers noted the good job and focused on the resolutions.
The reaction turned out the success in a fiasco. I strained relations in my team. Had to damage control so there’s no blaming. The customer sentiment was perceived as showing our dirty laundry. The peers felt jumped over, and saw it as escalation against them.
And the team was right. I skipped them and they felt threatened. It’s natural. I have felt the same countless times. My actions indeed were not tactful, regardless of good intention.
To not repeat I’ve included following learnings in a longer version in my bible notebook.
Do not rush to send comms.
Sync first with team and my manager.
Include managers only if there’s ask to them.
If scenario can be perceived as escalation, assume it will.