The Problem Solver: Perfecting Solutions Through Communication
or "No Problems - No Business!"
(As reprinted from Issue 3, 1998)

No on likes to be the bearer of bad news. No one goes looking to make mistakes. No one revels in being chastised by customers for something gone wrong. However, no one is perfect. We live in a flawed world, so no matter how good we are at what we do problems always occur. The very best in this business (and, for that matter, any business) are the one's who are strengthened, not weakened by how they handle difficulties with staff, suppliers and customers.

Specifying, creating, buying and negotiating are fraught with unique challenges and anxieties. Due to the dynamic of customization of products and services we are all faced with critical issues that must be addressed nearly every minute of every working day. Communication is the key ingredient to your success. Your customers, staff and suppliers can never provide too much information, even if much of it is imprecise. What must be communicated from customer, vendor or employee through to you and back again are ideas, suggestions and the art of the do-able before work or a resolution is begun.

I have grown fond of reading business thoughts on the back of calendars I receive monthly from a local paper supplier. The following is an excerpt from "Communications Corner" courtesy of Hammermill Papers subtitled "There Are Those Moments" and I'm sure you've had a few of them just as I have. So here are a number of ideas for your own "moments in crisis" to rely on:

1. No one likes to communicate bad news - or to hear it. However, it needs to be fully communicated - no equivocation. Face the facts head on. Be sympathetic to the person or group receiving this information. Empathize with them and with the situation.

2. Bad news should be communicated as soon as possible after all the facts are known. Avoiding the problem (like ignoring an illness) will only make it worse for all concerned later.

3. Both parties should clearly understand the implications of the glitch. Be specific in providing information. Don't "beat around the bush". Be definite and politely insist the other party be just as clear. It is insufficient to just complain about a matter. Make sure the issue is the impact the problem is having on both parties and find a way to rectify that to everyone's satisfaction.

4. Neither party should "go ballistic." If raising one's voice is really that necessary, there's plenty of time for that after the problem is addressed. Hopefully that "time" will never come or will perhaps be forgotten in the process of resolving the conflict. Remember, cooler heads will always prevail. Bite your tongue, count to ten, take deep breaths, do anything to stay composed and keep the other side as calm as possible in the process.

5. Behavior and suggestions during the resolution process should never erode trust in the relationship. Remember, there are long term implications. Many a business relationship has become solidified in conflict. With a professional and caring attitude you and the other party should come to respect each other even more than before the problem arose, if the matter is handled quickly, efficiently, and pleasantly.

6. It's only human not to listen carefully to another party during a time of perceived crisis. Therefore, it's important that the problem, proposed resolution, and the agreed-upon resolution all be documented and communicated as expeditiously as possible. In an age of fax machines and e-mail, it's unconscionable when resolution of a problem itself becomes a problem because of a misunderstanding. "Get it in writing" is what they always say. Why do we always hear it? Because it works!! Get your resolution signed, sealed, and then it is up to you to deliver!"

7. Always conduct a post-mortem. A problem can be a learning experience. Consider steps that can be taken to prevent a recurrence. If you can't learn from your mistakes you won't learn anything.

8. If you're the aggrieved party, do everyone a favor and don't shoot the messenger! Most of the "messengers" could care less about your problem. Venting at them is in many cases "barking up the wrong tree." Better to concentrate on the matter at hand. Get the facts and do your best to get it fixed - pronto!

Oh sure, it would be great to live, work and play without hassles and uncertainties. Unfortunately, life both professionally and personally is just not that simple. Striving to be the very best in what we do will help smooth out the bumps in the road of business but will, at times, not be enough. Difficulties will always arise. Coping with them must be a priority as you strive to succeed to the very highest levels of satisfaction for you, your staff, your customers, and your business.

A wise man, a part time employee of mine (and also my father-in law!) was always fond of saying, when listening to me complain about something going wrong again, "hey, if you don't have headaches - you don't have a business!" And you know what? He was right!! Thanks Dad.