Last night I was teaching about The Power of Professionalism at one of our local Universities. An enterprising woman raised an illuminating question about how to best handle—professionally—dealing with a client who had failed to pay her bill. Turns out, the woman was holding some inappropriate assumptions that professionals should somehow avoid conflict.
I dissuaded her of that notion. This topic was actually something we had covered in an earlier post.
The woman’s assumptions had impacted the types about tactical approaches she was considering using with her client—none of which would likely prove satisfactory in the long run.
I suggested a different approach. Namely, to get the conversation on a higher plane—a professional plane, if you will.
Here’s one way to start that conversation—with someone we’re calling Judy.
“Judy, I trust you’ve sensed my frustration recently with the circumstances surrounding the unpaid invoice. Please know that I enjoy working with you and want you to succeed. I’ve found that my most impactful (and enjoyable) consulting experiences have been when I’ve had a truly professional relationship with my client. As a fellow professional, I’d appreciate understanding from your point of view what it means to have that type of professional relationship….one that really works.”
From here, do a lot of listening. Understand Judy’s perspectives. You’ll learn a lot….more than you might imagine.
The key here isn’t the well-scripted words that comprise the conversation’s prelude—the words that (hopefully) ‘warm up’ Judy. This isn’t a script, so don’t treat it as such. What you’re trying to do is invoke Judy’s identity of herself as a professional—therein lies the key. Do that and you’ve got half the battle already won.