I am fortunate in being able to say that the vast majority of my time is spent dealing with employers in a positive way. However, like with any relationship, sometimes you hit a bump in the road. If you look at your personal life, it is likely that the people you hold the closest (immediate family, partner or spouse) are often those that you will have the most heated exchanges with.
I believe that the disagreement itself is not the most important factor; but the way in which you deal with an issue, the outcome and what you do to minimise the likelihood of a conflict occurring!
Looking at the way in which you deal with a disagreement, as Andrew Leitleich does in his article (entitled ‘Who is responsible when a client is not happy’) is the starting point. I am a firm believer in the age old saying “The customer is always right, even when they are wrong”. Something that Akwright in Open all Hours would strongly contest! Therefore, I will always attempt to take responsibility to ensure that any problem is solved quickly and efficiently as soon as it is bought to my attention. I will focus my energy on ensuring I understand what the desired outcome for the employer is, and commit to delivering this to the fullest extent I can.
Looking at prevention, rather than cure, I believer that following the 6 steps that Andrew outlines ensures that the risk of any disagreement is minimised:
1) Set clear expectations with an employer, so that both parties know what they will be expected to deliver.
2) Understand what an employers definition of an outstanding service is, this will ensure I know how I can exceed expectations and make their day.
3) Refuse work where there is a chance you can not deliver. If the employer is looking for an unrealistic service, or something I can not guarantee delivery of it is better to walk away on good terms.
4) Refuse work where an employers scope or commitment is not clear, again if there any warning signs pointing towards an issue that could arise due to lack of commitment on their part, it is better to part company now before fingers are burnt.
5) Keep communication clear and frequent, minimising the chance of any crossed wires or misunderstandings.
6) Have a can do attitude. If an employer comes to me with a challenge I find thinking positively about how I can achieve this (through brainstorming/asking my peers for help) is more likely to result in a positive outcome. At the very least I emsure the employer knows I have given it my all.
I am keen to know your opinion on this. Do you believe that the customer is always right? I look forward to your response!
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