I've received some good feedback from the March issue of Relating@Work. I don't normally make a habit of posting info from the newsletter here (so people don't get duplicate information), but this time I thought there may be value. You can register for your own copy of Relating@Work here. It's a free quick read, focused on one monthly strategy, and includes 3 - 4 support links for additional reference. You can expect it just once (the first week) every month. This month's topic...Validate Your Assumptions
Amy is a concierge for a prominent hotel in town. She has a reputation for "pulling rabbits out of hats"…for making the impossible…possible.
Last week one of the hotel's preferred guests put her skills to the test. He wanted 10 tickets to a sold out concert at the local arena. She assured him she would do everything possible. In her own mind she thought, "I've pulled this off before, it's no problem."
After a few calls she found that one of the corporate suites was open. Within the next 2 hours she had the deal nailed down. The only thing left to do was communicate to the guest.
Now that turned out to be the real challenge. After several attempts to reach the guest she was starting to get stressed. Her daughter's dance recital started in an hour, and she vowed not to miss it.
She decided to turn the job over to the hotel desk manager. After all, she knew him well, and he always came through for her in a pinch.
This situation turned into a nightmare. The front desk manager couldn't reach the guest either. He finally assumed the guest would stop by and ask about the tickets. In the meantime, the guest assumed that Amy couldn't get the tickets; after all he hadn't heard from her. Although he wasn't happy about it, he made other plans.
The next morning Amy realized what happened. She was infuriated. After all, her reputation that was on the line. After she chewed up and spit out the front desk manager, she immediately jumped into her "damage control" mode.
Can you pick out the assumptions that contributed to the issue here?
§ Amy assumed that the front desk manager would follow through for her.
§ The desk manager assumed that the guest would check on the tickets.
§ The guest assumed that Amy couldn't get the tickets.
In this case, 3 people made assumptions but didn't bother to validate them. What could the assumptions cost the hotel?
§ The preferred guest didn't get what he wanted, and he's likely take his business elsewhere.
§ Amy is so angry with the desk manager that she's not speaking to him. There is tension between them and they're not communicating. Tension and lack of communication can cost the company plenty in terms of wasted time, lower productivity and possibly even poor service.
People avoid using the word "assume" because they know too well that it can lead to trouble. Often an assumption is hiding beneath by a statement like, "I thought you were…"
It's human nature to assume. Most of us make several assumptions every single day. Great people in companies make assumptions. Smart people validate their assumptions.
Are you ready to take the challenge?
Take Action Challenge:
My challenge to you over the next week:
1. Start listening to yourself very closely
2. Notice how often you need to explain something that didn't go as expected
3. Catch yourself every time you start thinking or saying, "I assumed…" or "I thought…"
4. Start asking yourself, "What am I assuming here?"
5. Practice validating your assumptions before things go wrong
6. Notice what's different for you
7. Share your experience with me
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