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Face-to-Face and No Excuses

Someone on my team had blown it. He had taken too long to complete some significant tasks, which put one of our clients in an awkward position. Since his attempts to apologize to the client seemed to fall on deaf ears, I realized I needed to step in to repair the damage. So I dialed our client’s number to apologize for our failure to serve him well.

Before the phone rang twice, however, I hung up.

Even though the damage seemed to be minor to me, it dawned on me that our client could easily see this as a major problem. Therefore, it called for a face-to-face conversation.

Therefore I called him to ask if I could take him to lunch to apologize personally for what had happened. His guarded response confirmed that this was no small matter to him. So I booked the flight.

When I walked into the restaurant the next day, I saw him sitting with another man who turned out to be his attorney. Thinking I might try to minimize the damage, he brought “the troops” to back his case.

My gut tightened up a bit, so I prayed that God would give me grace not to become defensive or competitive (two of my most natural reactions in a situation like this).

We exchanged pleasantries as we scanned the menu and placed our orders. Then after a moment of awkward silence, I moved into a “Seven-A Confession.”

I acknowledged our failure to serve him in a timely manner. Although I was tempted to point out how he had caused several major delays himself, God helped me to avoid making any excuses whatsoever.

Instead, I admitted our mistakes in detail and acknowledged how they had probably impacted the client, both emotionally and substantively. Finally, I offered a solution to get us back on track … plus a commitment to waive our entire fee if he was not completely satisfied with the outcome of the process.

He was stunned. His attorney showed the same surprise.

Once he collected his thoughts, he told me he had expected me to make excuses and downplay the seriousness of the delays. So they had actually spent an hour at their office that morning preparing a counterattack. My unqualified confession caught them totally off guard.

The mood at the table changed dramatically. The tension evaporated, bodies relaxed, smiles become more natural, and we all switched off “attorney mode.”

In response to my no-excuses apology, the client actually started making excuses for me (a perfect example of “The Golden Result”). He even pointed out that they had failed to give timely responses on two critical exchanges.

As tempting as it was to minimize our failure by agreeing with him, I said, “I appreciate that. But it’s actually beside the point. Our organization is committed to serving you with excellence regardless of others’ actions. We failed to do that, and I’m here to do whatever it takes to make things right with you.”

After a short, congenial tug-of-war as to who was most responsible for the delay, we both laughed out of pure relief. We were not going to be adversaries. We could relax and work together to find a solution that moved us in the direction we all wanted to go.

Face-to-face. No excuses.

It’s often the fastest way to turn a conflict into an opportunity to build a closer relationship.

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Ken Sande is the founder of Peacemaker Ministries and Relational Wisdom 360 and the author of numerous books on biblical conflict resolution, including The Peacemaker: A Biblical Guide to Resolving Personal Conflict.

A Business Fable: Wise Owl Meets Young Buck

Way up north in a forest so dense that animals can still hear one another, a wise old owl watched over a forest. She was the oldest creature there. No-one could think of a time when she did not sit high in a tree where the view of all things was possible. All the creatures were glad for the owl’s presence. Although few had ever spoken to the owl they knew her to be wise and kind, and someone all the animal elders would consult from time to time when matters were serious.

She scarcely left her perch anymore. Branches often obscured her from view but stand in the right position long enough and she would be seen, usually with a hoot and a nod in the watcher’s direction.

One night of a full moon a young buck stood alone under the owl’s tree. He had been with his friends and their conversation had turned to the old lady who had lived so long. On a dare, the young buck was to challenge the owl for leadership of the forest. So now he was here, calling out to old Mrs. Owl with a less than respectful voice.

It did not take long. Beating wings displaced the small branches above the buck’s head as the owl lowered her altitude to a new roost.

“What may I do for you?” she asked.

Through a bravado the buck did not sincerely feel the young animal issued his challenge.

“I’m here to remove you as leader of the forest and take your place. Your wings are molting and your body stiff. My neck and rack are strong!”

“Your head no doubt as well,” the owl observed.

Not grasping her insult the buck went on.

“There is no need to fight. I have no wish to hurt you. You can keep your dignity. You have served us well. There is no hatred against you. It’s just that you’ve been around so long that other potential leaders died already. We young ones are determined to get our turn while we are still able. So please just stand aside.”

The owl leaned forward and looked at the buck with eyes that could still determine whether a mouse was breathing from a hundred yards.

“I’m afraid you are a little late for that,” she said softly. “No-one runs the entire forest any more, and certainly not from my tree. Sure, some of the elders visit me with their concerns and I dispense advice on occasion, but nothing more. A bit of wisdom is the only power I have these days. If you wish to take it away from me you will have to go to those who ask my advice. They choose to come here to ask just as you chose to come here to offer your challenge. Demand of them to ask you instead of me. If they choose to ask of you rather than me you will have my power.

It is a rare thing to see a buck collapse on its haunches because it is dumbfounded, but that is exactly what the young buck did. The pep talk from his friends included physical intimidation and threats, not discourse.

“I…I don’t know what to say. What do you mean there is no leader of the entire forest anymore?”

The owl considered the buck further.

“I’ll tell you what,” the wise bird offered. “If you are willing to hear my story I will give you some wisdom that will bring you more leadership opportunity than the largest and strongest of racks. That way you won’t be embarrassed in front of your friends who sent you here because you won’t go back defeated.”

The buck found his feet again, shook himself back to some level of dignity and nodded.

“Many years ago, before your great-grandfather was a fawn, and I was a younger owl, a great fire raged through these woods. I suppose a few had begun to notice I had some leadership skill, but the most significant reason I came into such recognition was because this pine somehow escaped the flames. Visibility and influence found me because I was in the best position to help at the moment of crisis.

“Because I was younger then and had more strength, I rarely spent much time perched in this tree. There was too much to do to get this eco-system back in order, and I was in the middle of it all. There were dens to recover, suckling infants to reunite with mothers, and the buzzards to keep in line. But even though some of the work was grisly (no, I didn’t say grizzly!). It was heady stuff. I was good at it, enjoyed it, and found it made me feel the most alive I’ve ever felt.

“I imagine it is this sensation you dream of as you challenge me. But you also need to know that this joy cannot be separated from the difficulty. Being looked to by others is not something you can turn off at your pleasure! The same dynamic that gives you a leadership position and all that life is the one that will not leave you alone and takes all your freedom away.

“As I said,” the owl went on, “I was in the middle of everything. The whole forest came to depend on me. Nothing happened without my say-so. And it was then I could feel it all collapsing. There was still so SO much to do—finding new places for the hibernating species, and we were still waiting for the snails to meet and identify their needs. But I was at my limit! Was I to stop my own hunting for food? Was I never to sleep? I was at least wise enough to see that we were about to come to a standstill unless I did something differently.

“That’s when I went to see the old box turtle. He had lived in the forest for many years. Even though he had never led the forest he had seen many of its leaders come and go and was very wise.  We had a conversation much as we are having now and the old box turtle gave me some advice I know give to you:

‘No-one controls everything. Real leaders know this and lead accordingly. When they know this they make other leaders and lead for a lifetime.’”

The buck looked as if this insight was too complex for him to absorb.

“Don’t worry,” the owl said. “I’ve had a lifetime to figure out what the box turtle meant. There is no need for you to suffer in order to know its wisdom, so I’ll explain.”

The owl hooted while readjusting herself on the branch. Settled into position again, she asked, “Would your strong rack have stopped the fire of which I spoke?”

“No,” replied the buck.

“And would your speed or hooves keep the wolves from preying on all the deer at all times? Come now, be honest!”

The buck had to admit that while he had already evaded more than one hungry wolf in his young life he could not protect everyone.

“That’s what the old box turtle meant,” the owl said. “None of us really control everything. A good leader learns this early, then begins to focus on what they can control, which is usually the use of their own skill and their own responses. When they find this focus, and then use it in such a way as to benefit others—to help them find their focus also, then they will never lack for anything to do.”

“What I’m telling you my young friend is that you are already able to be as much of a leader as you’ll ever be. And, your leadership scope is not counted by how many your control, but through the legacy of other leaders you help to develop.”

With that the owl nodded her head and painfully flew back to the highest branches of the pine. The buck sat for a while then left to find his friends. When his buddies crowded around him to hear how he had successfully challenged the owl all he would say was, “that old owl is a wise bird. She saw what I was there for and immediately surrendered her power to me.”

His friends all thought this meant he was now king of the entire forest, but the buck smiled secretly, fully aware of what his words really meant.

Discuss:

  1. What makes you say A-men?

  2. What makes you say Oh my?

  3. What story from your own experience comes to mind?

Business Leaders - What Legacy Are You Building?

This is a critical question that all of us must answer daily. Our natural thoughts run to "how is our leadership culture working in the business?" "Is my company consistently following and living our Core Values?" Are we having Kingdom Impact on our  associates, our vendors, our clients and the industry we serve? These are the challenges of business leadership and they are our responsibilities. BUT-they should be, at best, our second or third leadership priority.

Most of us are not only business owners/leaders but we are also leaders of our families. What family legacy are we building?

A good friend of Convene-Dr. Bruce McCracken, founder of House on The Rock Ministries says--"whether we know it or not-we are building a family legacy either strategically or accidentally. And we all come to our positions with a legacy that has been passed on to us."

The Clemons Family owns and operates several significant businesses, the most widely known is Hatfield Meats. This private company is currently under the operating leadership of the 7th generation and it has combined revenues exceeding one billion dollars. At a 2014 Convene Family Retreat, Dr. Phil Clemons, recently retired 5th generation Chairman of the company, described the process of building the integrated business/family legacy that moved the family from being owners of a successful family business to being a Christ Centered Business Family.

The  Lord has called us to be be business owners and leaders--while building our family foundation and legacy.  The instruction for this multigenerational assignment is well stated in Deuteronomy 6:1-13.  I encourage you and your spouse and family to read that thoughtfully and prayerfully considering your activity in building a strong family legacy.

What family legacy building activity is on your 2015 list of strategic goals??

 

Leave Some Room

Walk into a Starbucks or most any coffee shop and they will ask whether or not you want “room.”  Usually I request “no room.”  “Room” refers to the amount of room left between the level of coffee in the cup and the top edge of the cup.  Typically, if you want to add sugar and/or cream you ask for “room” which results in space in the cup to add either or both.  Or, if you simply want a safety margin so as not to spill, you would also ask for “room.”  If not, you say “no room” like I frequently do to maximize the coffee. This is often like my life – and maybe yours.  I regularly have “no room” … no room for the unexpected (which I should come to expect), no room for random acts of kindness, no room for taking an extra minute or two with someone, no room to extend a helping hand, no room for patience, no room for …

Life with “no room” is not as sweet or creamy, and a bit unsafe.  So go ahead, start your day with your cup of coffee and “leave some room.”

We Are All F.H.B.s

I recently had an experience in which I made a major mistake. I sent an email with sensitive information to the wrong distribution list. Someone alerted me to my mistake and I was mortified. As this situation unfolded, I was captivated at the thoughts and behaviors that were triggered. I share this because it was insightful for me and it might be for others.  

 

  1. Gratitude to the person who alerted me to the situation. How fortunate I was for someone having my back.

  2. Frantically, I spent time on figuring out how do I recall this message and hopefully wipe out this mistake all together! Looking back, I was fascinated that my first reaction was deception – and then I realized this is how the evil one works. Any crack, chink in our armor is an opportunity for the deceiver to attack / work. Evil is ever-present.

  3. After going down this path for a while I realized it was futile. It was likely too late. The only person I was deceiving was myself.

  4. My gut hurt and my mind was filled with lies. “I blew it.” “I will lose this relationship.” “I have irrevocably embarrassed myself.” More deception attempting to take root.

  5. I fully confessed and owned my mistake – alerting those who were impacted that I messed up. No excuses. No rationale. I made a mistake. I am accountable. I shined light on my error and the darkness went away.

  6. I apologized and asked for forgiveness.

  7. I was understood and forgiven! I was encouraged that “stuff happens.” My relationship was restored and became even healthier.

So what did I learn from this experience and take away?

  • Mistakes happen. I am an F.H.B. – i.e., a Fallible Human Being!

  • Be on guard for deception and lies – they will attack my vulnerability when I am human and make mistakes.

  • Own the situation and my part in it. No masks, no excuses, no justification. Light will defeat darkness.

  • Receive the gift of forgiveness … and move on with meekness and humility.

  • Surround myself with healthy relationships that will give me grace when I will inevitably goof up. Build those relationships daily.

  • Forgive freely when someone makes a mistake that impacts me. Remember, they are an F.H.B. too!