Lifescripts, 3rd Edition

26Warning Your Supervisor of a Potential Client or Customer Problem

STRATEGY

Be cautious when delivering the news of a potential client problem. You need to tell your supervisor you have a feeling, call it intuition, that Acme, Inc. may be preparing to pull its business. The fear is your supervisor will react poorly and blame the messenger. Deliver the news and assume control of the meeting right away. If your supervisor has a chance to vent anger, lay blame, or panic, the possibility of accomplishing something productive will be lost. Concentrate on moving the conversation forward and searching for a solution to the client problems. If you can demonstrate calm under fire, your supervisor will think of you as a valuable employee. This is your chance to help the company avoid losing a client and make an effective impression. Devise a plan of action to share with your supervisor during this potential crisis. Before they have time to point fingers, you can steer them toward a discussion about how to deal with the problem. Get them involved in the discussion, seek their opinions, and force them to comment on your thoughts and ideas for handling the client. Don't discuss who's at fault, but subtly prove you're not to blame for this situation. You're trying to help the company avoid a problem, not throwing yourself at the mercy of your supervisor. By meeting with your supervisor you're taking a proactive stance and thus protecting yourself from future recrimination. If Acme pulls ...