What About Bob?
Bob, a highly skilled production manager for a kitchen design company, sits in his office drawing blue prints when he hears the bell ring in the showroom, indicating a client has walked in.
Normally, one of three people helps the client: the salesperson on the floor, the secretary, or the office manager. But none of them seem to be around, so it is Bob’s job to stand up, get out of his office, and answer the customer’s questions.
He does this reluctantly.
And once he starts talking with the customer about kitchen cabinets, he hears in the hallway— the salesperson, the secretary, and the office manager chatting and laughing and having a great ol’ time.
Bob Explodes
What’s Bob’s first thought? They’re goofing off while I’m here helping a customer. Grrrrr.
I should be in my office finishing the plans but here I am doing THEIR work!!
The anger grows until finally Bob explodes.
He opens the door to the hallway and shouts to the three of them,”Hey guys I’m trying to help a customer here. Would you keep it down! Thank you very much!” and he slams the door.
Repercussions
The customer immediately feels Bob’s anger and sensing a possible war, she flees to the safety of her car.
The salesperson, office manager and secretary? They go back to their offices, build voodoo dolls, put Bob’s face on it, and stick needles in his eyes.
It’s not until 4 p.m. that the owner, a former student of mine, walks in and asks Bob if he has a few moments.
Advice That May Save Bob’s Job
“Don’t start with me, John. I‘ve been blackballed all day long. Everyone’s been avoiding me. Like I did something wrong! I only told it like it is. These guys think they can screw off all day and I do all the work. I’m tired of it!”
John takes a deep breath. He sits down across from Bob, leans forward, and folds his hands on the desk.
“Bob, are you open to a couple of suggestions?”
“Sure why not. I’m getting paid, aren’t I?”
“If you had simply asked first to see what was going on, you might have discovered that the three of them were celebrating the closing of a $60,000 kitchen job. A nice big one, that we could fit in quite nicely next week. “
“Oh yeah?”
“Ah huh. So if you had simply asked first – ‘Hey guys, what’s going on?’ – instead of assuming they were goofing off, you would have saved yourself from acting like a human missile. People would have talked to you, and your day would have been much more productive.”
“What was I supposed to do – ask them what’s going on?”
“Yes. That’s really it.”
John paused. “And I suppose I could have said, ‘Congratulations. Could you help me with this client? “
“Exactly. You thought they were goofing off but you don’t know what’s going on in their heads. You can’t predict or assume anything. Do your research first – then draw your conclusions. It’s straightforward. It’s easy, isn’t it?”
Bob rolled his eyes.
“Look, we’re in rapport business. You need them on your team , and they need you. Is that something you’d be willing to do in the future?” he asked his shop foreman.
The Lesson Bob Learned
Speak LANGUAGE FROM THE EDGE first. Ask questions. Don’t assume. Get the lay of the land before the words burst out of your mouth.
Find out first what’s going on, and then deliver the message.
Imagine the time you’d save, the confusion you’d avoid, and the rapport you’d build instantly — by simply probing first instead of jumping to conclusions. Put this trick in your tool kit because it might save you some embarrassment and at the same time help you avoid messy clean-ups as well as desperate and costly acts of assumacide.