November 30, 2006Let’s Solve the Problem Now. How This Happened Is a Conversation for Later.
Somehow Ruth’s order was overlooked, leaving her short on inventory for a top selling item. When she spoke to impress the manufacturer that this was a problem that needed to be solved immediately, the manufacturer came back with excuses and explanations. Ruth kept the focus on the first priority – getting her order filled. She said,
- Let’s solve the problem now. How this happened is a conversation for later.
It’s easy to get distracted into blame and defense when a problem arises. There is a time and a place to debrief problems to find out what needs to be changed to avoid future problems. When damage control is the priority, those questions should wait. When the house is on fire, put it out and start the arson investigation once things settle down.
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I LOVE Ruth’s Power Phrase! Getting bogged down in the “why” of something is all too common, and all too consuming.
Years ago, when I was first put in charge of hiring staff, I had three “rules” for working with the firm: 1. If you lie to me, you’re fired; 2. I don’t care whose fault it is, fix it; and 3. If you look in the mirror and wonder “will Kelly mind if I wear this?”, change.
Of those three rules, the one most difficult to “enforce” was #2: staff members, no matter their level of experience and/or excellence, seemed intent on explaining and explaining and explaining the “why” of something instead of the “here’s how to fix it.”
This phrase from Ruth will help very much wtih this problem. Thanks, Ruth!
Comment by Kelly Graham — November 30, 2006 @ 11:47 am
I agree with Kelly. I’ve been looking for another way to say the same thing other than: “I don’t care how it happened, this is what I need to happen now.” I like how Ruth added the “let’s solve the problem now” which lets the other person into the conversation better than what I used.
Thanks!
Comment by Anne — November 30, 2006 @ 4:01 pm