Managing Sticky Situations at Work

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Sticky Situations with Clients 67‘‘Next time, if you can’t pay me, all I ask is for you to tell me. We canwork out a payment plan if necessary. It’s much better to say somethingthan to let the invoices go unpaid. Will you agree to do that?’’‘‘Of course. I’m sorry. I just thought I’d be able to pay and everythingwould be fine. I’ll let you know if something comes up, though,and I can’t pay your next invoice.’’ANALYSISWill Chloe pay the bills? Brooks knows that she’s a reliable client inevery way except payment. Now that he’s talked to her directly aboutthe problem and made his position clear, she sees her choice. She musteither pay her bills or lose him as a coach. He did offer to allow her topay on a payment plan if she tells him she’s having trouble. BothChloe and Brooks are Sympathetics and as such each wants to pleasethe other.Specify the Problem. Brooks began the session by stating the problem.Had he waited until the end of the session, he would have givenher one more ‘‘free’’ coaching opportunity. He not only stated theproblem he also told her he was disappointed that she had not compliedwith their coaching agreement. For a Sympathetic like Chloe,that statement hit hard.Invite the Other Person to Talk. When Brooks asked Chloe aboutthe value of coaching to her, he gave her an opportunity to talk. Whiletalking, she shared how much Brooks had helped her with her financialproblems. She gave him credit for relieving her financial woes. Sheherself made it clear that she needed to pay him for his work.Join Feeling with Fact. Once Chloe told Brooks how much coachinghad helped her, he reemphasized his feeling of distress that she hadnot kept her part of the bargain.Resolve the Issue. As Sympathetics, Chloe and Brooks had to avoidthe impulse to apologize to one another and then let the matter rest.Brooks forced himself to continue to ask Chloe how she planned topay him. When she offered to have the bill paid by the end of themonth, he pushed harder to make sure she understood he also wantedpayment for current sessions as well. Finally, he insisted that she tellhim when she felt strapped. He let her know he’d work with her ifshe showed the courtesy to advise him.In the end, if Chloe does not pay Brooks as she promised and if shedoes not alert him, he will stop coaching her. The SIJR Conversationmade that potential outcome clear.
68 Managing Sticky Situations at WorkSTICKY SITUATION #8:THE CLIENT CHEWS OUT YOUR STAFFDr. Nash runs a medium-sized veterinary clinic that specializesin small animal medicine. His receptionist, Donna, receives highpraise from his clients because she’s personable, reliable, and lovesanimals. One morning a longtime client, Mrs. Lane, presentedher dog for surgery. As was customary for a 10-year-old dog,Donna asked Mrs. Lane if she wanted to run blood work onhim before the surgery. Dr. Nash recommends this procedure forolder or at-risk animals in order to take all precautions duringsurgery. Mrs. Lane said she wanted to run the blood work andto please do whatever was necessary for her dog.That afternoon Mr. Lane came to pick up the dog. When helooked at the bill, his face turned red, and he shouted at Donna,‘‘What do you people think you’re doing charging this much for aroutine operation? I never authorized you to run all these ridiculous,add-on tests.’’Donna explained that Mrs. Lane signed the forms to run thetests. But, Mr. Lane cursed her andcalledherastupidcow,shouting, ‘‘My wife has no idea about these things. You knowyou should contact me. We’ve been coming here long enough thatany idiot, even one as dense as you, would know what to do.’’‘‘Mr. Lane, please calm down. I’m sure we can work this out,’’Donna said. Her voice broke; she was nearing tears.‘‘I don’t ever want you touching my dog again. And, I’ll bedamned if I’m going to pay this outrageous bill.’’ He stormedout the door with his dog.Later Donna reported the incident to Dr. Nash.APPLYING THE SAY IT JUST RIGHT MODELDECISION POINTSDr. Nash weighs the costs. The Lanes, with their two cats and onedog, have been good clients for the past three years. They bring theiranimals in for regular exams and purchase products from the clinic.The clinic staff like Mrs. Lane, but they all cringe when Mr. Laneappears. This isn’t the first time that he’s been angry and belligerent.Dr. Nash feels sorry for Mrs. Lane, who wants to take care of her animals.This time, however, Mr. Lane crossed the line when he became
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ContentsIllustrationsviiAcknowledgm
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AcknowledgmentsAs a disclaimer, all
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xiiIntroductionis the word that oft
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xivIntroduction4. You supervise a g
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Chapter 1The Say It Just Right (SIJ
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The Say It Just Right (SIJR) Model
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Chapter 8Sticky Romantic Situations
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Sticky Romantic Situations in the O
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Chapter 10Sticky Etiquette Situatio
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202 Appendix 14. True5. False6. Fal
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204 Appendix 1Strategic interviewer
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206 Appendix 2360 By Design®—Des
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IndexAdjourning Stage in groups, 10
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Index 211hot seat, 35-39How Good a
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Index 213Teenage Daughter Is Busted
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