Fault vs. Responsibility – in a service business.

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At Sircle Media, we are a service-based business working within the social media industry. I tell my team that we all have a responsibility to ourselves, to our company and to our clients to take ownership of any situation and deliver hard work and great service at all times. It doesn’t mean the customer is always right and in fact, they are often wrong in their approach and treatment of situations with us.

The reality is that most people struggle with managing their own work, let alone people under them or agencies that are serving them. Most people don’t respect authority and don’t know how to be their best selves or to deploy empathy and understand the other side of the conversation. If you want to be “a boss” when it comes to customer service, then you need to dare to be different.

I encourage my team to lean into the issues and never shy away from them.  To be vocal and confident and not cower and acquiesce just to play nicely. We work hard to make sure our clients are happy, but at times the path to happiness might be bumpy and unpaved. Some clients don’t want to be told what to do or that they need to improve on their end and as a result, they have a high churn rate with agencies. They won’t change and so the vendor is the one to go automatically. They place fault on the outsider rather than taking responsibility to fix it.

It is on us then to dig deeper, be even more solid in our work product and communication and to win through taking responsibility and owning our own actions.  When we do that, we are on the right side of history with each relationship and we will win much more than we lose. Those are just the facts.

I love this little rant about fault vs responsibility from Will Smith. I think it applies to our work with clients and is a great guide for life in general. Things happen to you personally and professionally all the time. The question is, how will you respond and fix the situation?

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On navigating highs and lows in business…

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When running your own business, you are constantly dealing with crap. Its just the bottom line, and not everyone is built for that.  I signed up for it and I choose to deal with it in a positive and productive way in the macro. That being said, the reality is that it can be very tough and tiring in the micro.

Being an Entrepreneur, especially at the helm of a service business is much more grind than glory.  You constantly have to navigate volatile and erratic market conditions, different (and often counter productive) client personalities and employee development and idiosyncrasies, while also maintaing an offensive mindset, despite being mired in defense on the daily. You must be razor sharp and always tweaking and improving, otherwise you can lose….quickly.

Just this past week our company signed on 2 new clients, both of whom came from referrals who are very pleased with our service. Good stuff, right?  In the same week however, we had to fire an irrational and unprofessional client (first ever, but probably not the last) AND we had one client notify us that they wouldn’t be renewing at the end of their contract, despite us executing on every original KPI, especially a 10 to 1 ROAS via paid social over the last 10 months. Completely illogical!

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We all face ups and downs each week and it is our ability to absorb, digest and adapt that makes all of the difference. You need to always remain on an even keel to win. Never let a good deed get you too high and more importantly, never let a misstep get you too low.  Maintain balance and take everything as a lesson and a chance to evolve on your journey.

Remember, “life is 10% what happens to you and 90% how you react to it.” 

-Charles R. Swindoll

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