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|Wednesday, November 17, 2010|
By Tom Cox
Just had a client ask about how to best handle a nagging problem -- his people were loose and lax about keeping internal promises and hitting internal deadlines.
2. Optionally, explain briefly how YOU contributed to the problem (not what others did): "I failed to allow enough time for my subcontractor to do the revisions." This is about your role -- do NOT throw others under the bus.
3. Demonstrate your compassion by stating in a sentence or two how you know they are affected: "I know this puts you back and could shove you into working on the weekend, or incurring overtime charges."
4. Re-promise: "I will have it in your hands by noon Friday." Be sure this is a deadline you can keep.
5. Offer to help clean it up: "If you have to work the weekend, I'll be in here with you to help." Or, "I'll cover any overtime charges out of my budget, not yours."
6. Optionally, tell them your new commitment more generally: "You have my commitment that in the future I will check with the subcontractor about their turnaround time, rather than assuming it, and I will commit to being on time in the future."
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