I received credit approval for a loan from a major Australian Bank around six weeks ago. After four attempts at getting the documents right, I finally had to ask my client to change the offending items by hand and submit the documents. At least that way – even if the bank does not accept the changes – they will know how to produce a correct set of documents.
To err is human(e); to forgive, divine. Alexander Pope
To say that my client has been very patient would be a supreme understatement.
The obvious reaction to this kind of obfuscation and tedium is to throw up your hands, blame the bank and never deal with them again. Except, for my client, it was the only institution that would accommodate their unique set of circumstances and financial needs. So you persevere.
I look at it this way: I can either learn from the experience or quit in frustration. I choose the former because it will make me better at what I do. I must admit that this newfound patient attitude has not been with me all my life. Not all that long ago I would’ve been yelling at the bank and neither of us would’ve progressed the transaction on behalf of our mutual client.
So how did I acquire this new-found skill? I went back to basketball. Not playing but coaching.
The team I coach has players of varying degrees of ability. But the most frustrating player is also one of the most talented. At training, he does most things perfectly. In a game, he resorts to bad habits. Now cutting this player from the team would be so easy. But it would mean that I had failed as a coach and mentor – particularly as I can see that I can add value to his game. I know that if I can get him to take a few steps in my direction the quality (output) of the entire team will dramatically improve.
Selfishly, I have also learned much from the team. I have learned that making a few mistakes won’t lose them the game. What loses them the game is when they start blaming each other for the mistakes. This goes to the heart of the team. Their culture if you will. I know if I can affect a cultural shift from blame to encouragement, we will win more often.
It is the same with organisations. If organisations can get their talented staff to rub off on the less talented it raises the entire standard (and productivity) of the organisations output. Fail at this and you will be bickering forever. Staff will always be unhappy. Instead of working together they will blame one another for errors.
I have complete confidence in my team as most of the players are already on-board with the cultural shift. Once everyone is on-board, we’ll be unbeatable. A few people have asked me if it was wrong to persevere with the troublesome player. My response has always been “it would be wrong not to”.