Hi team,
I don’t like conflict, and there is a rare breed of folks who like it. I have friends who are attorneys who seem to thrive on conflict, but that’s not for me.
Telling someone a hard truth that benefits both them and the situation is difficult —at least, it is for me. I typically fear the response. But in a culture of candor, those who give and receive feedback should have no fear of retribution. The key word here is “should.” It’s our human nature to take feedback personally and perhaps retract in defense of our pride.
Certainly, there are many areas where we can all work on being candid with our teams and equally work on receiving candor. But how might we think about candor when we try to go above and beyond to serve a customer relationship? Is the customer always right? The short answer is yes, but if a customer has a problem or concern, how might we approach the situation through a lens of candor while serving the customer? The basis of candor is telling the truth, even more, a hard truth, and if being candid is a virtue, then telling the customer the truth without fear of how they might respond is not only appropriate but virtuous. Sometimes the truth is an apology or a recognition of where the mark was missed. It might also be a refusal to “bend” on a standard.
An apology (rather than an excuse): “We haven’t delivered to our standards or your expectations. Here’s how we are going to make this right.”
Grounded in Standards (rather than bending): “Yes, mam. I realize you’d like us to consider a different approach to this repair. However, that would compromise our standards, which we’re not willing to do for your benefit as well as ours.”
Telling the hard truth always creates a better outcome in the long run, even if, at the moment, that truth creates difficulty and conflict. I’ve learned this lesson the hard way over the years, withholding candid feedback or responses out of fear of an adverse reaction. Typically, the negative reaction I try to avoid only intensifies and creates an even more difficult conflict.
I still have much to work on here, and if you do, too, then you’re in good company. I’m thankful to be part of an organization where being candid is a virtue and to work alongside men and women who live this virtue out each and every day!
