Comments on: Not Responding Can Cost You http://professorford.com/2010/01/13/not-responding-can-cost-you/ Personal Leadership Effectiveness for People at Work Fri, 01 Jul 2011 16:14:35 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Lynette Chiang http://professorford.com/2010/01/13/not-responding-can-cost-you/comment-page-1/#comment-242 Lynette Chiang Sun, 14 Feb 2010 16:35:41 +0000 http://professorford.com/?p=319#comment-242 Prof Ford, thank you for sharing my piece. Together, hopefully, we can put a curve on this growing tendency to 'non-respond' and consequent drift into a kind of global ambivalence. By the way, I did finally get a response - and a refund - without having to resort to pyromania: http://www.fastcompany.com/blog/lynette-chiang/247-customer-evangelist/they-got-it-plus-how-fire-customer-and-keep-them-coming- Prof Ford, thank you for sharing my piece. Together, hopefully, we can put a curve on this growing tendency to ‘non-respond’ and consequent drift into a kind of global ambivalence. By the way, I did finally get a response – and a refund – without having to resort to pyromania:
http://www.fastcompany.com/blog/lynette-chiang/247-customer-evangelist/they-got-it-plus-how-fire-customer-and-keep-them-coming-

]]> By: Gregg http://professorford.com/2010/01/13/not-responding-can-cost-you/comment-page-1/#comment-230 Gregg Tue, 02 Feb 2010 17:18:24 +0000 http://professorford.com/?p=319#comment-230 I like the "I got it" concept and those at that company are fortunate that their company puts that kind of emphasis on communication. It is a nice and polite way to interact and that appeals to me. Unfortunately I do not work for that company, and so I have built up a compensator for this conversation. I have noticed, especially after taking the Mastery of Execution course from you, that there is rarely a demand for an "I got it." response. I always demand a response in the form of: Please confirm that you can meet the deadline set for this deliverable. If the answer is "I might have some trouble" I take the time to figure out why and come up with alternative solutions to meet the objective before going a layer higher and asking for support. It is much easier to get one of several solutions approved than it is to say "I can't meet that deadline and I don't have any ideas." I like the “I got it” concept and those at that company are fortunate that their company puts that kind of emphasis on communication. It is a nice and polite way to interact and that appeals to me. Unfortunately I do not work for that company, and so I have built up a compensator for this conversation.

I have noticed, especially after taking the Mastery of Execution course from you, that there is rarely a demand for an “I got it.” response.

I always demand a response in the form of:
Please confirm that you can meet the deadline set for this deliverable.

If the answer is “I might have some trouble” I take the time to figure out why and come up with alternative solutions to meet the objective before going a layer higher and asking for support. It is much easier to get one of several solutions approved than it is to say “I can’t meet that deadline and I don’t have any ideas.”

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