Keeping your eye on the ball…

Those that know me, know about my obsession with the game of baseball. While I was always a lousy player as a kid, I decided to try again, two decades removed from playing my last game in Little League.

I found that my fear of the ball has not magically grown out of me. Stationed at second base for the first time in my life, ground balls hit my way really throw me for a loop. While I know intellectually that I should keep my eye on the ball, watch it into the glove, and then catch it cleanly; instead I flinch – afraid of taking a ball in the face.

Saturday, at practice, I flinched yet again, and took a screamer off the knee. I learned this weekend that catching a ball with the kneecap is much more painful than catching it in the glove. So, in thinking to myself about this experience, I realized I have a behavioral tendency to flinch when the ball is hit sharply in my direction. That (very natural) tendency leads to failure, pain, and embarrassment. The only way to change the RESULT is to change the TENDENCY that causes it. In short, I need to practice, practice, practice until I no longer flinch and instead confidently and smoothly field the ball naturally and without thought.

Now let’s get off the ball field (thanks for going along though) and think about your behavioral tendencies when dealing with criticism from a client. What is your initial reaction? Do you flinch? Does it hurt? Do you get defensive and try to justify your actions? Passive aggression? Cry? Whatever your reaction is – it’s just that – a natural tendency to respond in a predisposed way.

Look back at the results of your tendencies. Does your typical reaction really get you the results you want? What most people want is ultimately to have strong healthy relationships with the people around them – both personally and professionally. In the business world, effective relationships with your clients are the key to prosperity. Even the most talented designer will sometimes deliver a design that doesn’t suit the client’s taste or specific needs. Is your reaction to feedback negative, so that the client is afraid to criticize your work? What do you think will happen if your client can’t openly express his needs, preferences, and expectations – don’t you think he’ll look for another designer he can talk to?

It doesn’t matter what kind of work you do for your clients – if they don’t feel able to tell you what they need – and when you missed the ball – you will lose clients.

The good news is there is a cure! Just like me on the ball field, you need to practice. Start asking for feedback frequently. Realize that is it just information – a tool for you to use to get the results you ultimately want. It’s not personal – it doesn’t have to hurt or be scary – it’s just information. Keep asking for feedback using a comfortable method (like our Client Feedback Tool) that gives you some time and distance to process and measure your reaction. Over time, with practice and experience, you can make receiving feedback – even the critical type – an easy and natural process; and your response – your behavioral tendency – can be positive, open, and engender even more communication with your clients.

When clients realize that you are open for discussion, and that you respond to their concerns positively, you will build amazing relationships that will last for years. When these clients keep coming back for more work, and refer peers to you, you can realize sustained growth and real, lasting prosperity.