We all play by other people’s rules, but only because we have to in order to conduct the business we are conducting.
All professionals and organizations have processes for everything they do.
The more “dialed in” these processes are, the smoother doing business with them becomes . . . or not!
Who are the beneficiaries of “the way we do things around here”?
Are the processes designed for the benefit of the Organization or the client/customer?
Does the business owner develop and “enforce” their “rules of engagement” with the intent to deliver a smoother and more hassle free experience for the people they serve?
Does she design these processes to streamline the work flow so as to increase capacity for volume of sales?
There’s an interesting thread in a Facebook Group for REALTORS. A high volume “Team Leader” wrote a rant about an individual REALTOR who didn’t want to to play by her “Rules”.
The REALTOR was frustrated by the Team Leader’s process which negated any possibility of the 2 of them having a telephone conversation. This is a classic example of a “Clash of Clans” . . . 2 different business models (philosophies) forced to figure out how to work with each other because they had the great misfortune of each representing a side of a transaction – One buyer : One Seller
Oil and Water
Diametrically Opposed ways of doing business, each with wildly different rules of engagement (Processes), and both with the same goal . . . To CLOSE the transaction on time.
What to do?
Well . . . The first thing to do is whatever it takes to minimize the impact of this clash on the House Buyer and House seller who are experiencing heightened emotions as they navigate this HUGE transaction that is nothing short of a life changing event. The last thing these clients need is another reason source of tension.
This brings to mind a quote I first heard in a Strategic Battle Plan course in Combat Engineer Training spoken by:
Field Marshal Helmuth Karl Bernhard Graf von Moltke (26 October 1800 – 24 April 1891) was Chief of Staff of the Prussian General Staff from 1857 to 1871 and then of the Great General Staff (GGS) from 1871 to 1888. He was an architect of Germany’s Wars of Unification (1864–71).
- “no plan of operations extends with any certainty beyond the first contact with the main hostile force.”
- Kein Operationsplan reicht mit einiger Sicherheit über das erste Zusammentreffen mit der feindlichen Hauptmacht hinaus.
What we learn from this is the importance of understanding that no matter how intricate and detailed our plan/process is, we cannot possibly plan for everything once the “fog of war” sets in . . . We must be agile, adaptable, creative, and resolute in pursuit of mission accomplishment.
Team Leader could give a little by being available for a call or 2 each week – maybe even schedule it.
REALTOR can then throttle her urge for immediate personal gratification, and save her concerns to address during the schedule calls.
Above all . . . Serving the client best trumps any and all SOP (Standard Operating Procedures).