Don't Hide, Communicate

Recently I’ve noticed a disturbing trend.  

Leaders of professional service firms who are withdrawing instead of communicating.  

What does that look like?  

It looks like lost business. 

More damagingly, it’s lost relationships.  

Let’s state the obvious.  The professional service business is a people business.  

When providing a professional service, we create a partnership with candid communication, clear shared expectations, and checkpoints to ensure projects are on track.  Even still, there are opportunities for disappointment on the client’s end.  

Many years ago, one of my clients experienced disappointment early in our partnership.  Disappointment directly caused by my actions.  Ouch.  But it’s a story that makes me proud instead of making me wince.  

Soon after a meeting, the client expressed disappointment.  Clearly and candidly, exactly how I asked to receive communication.  (Perhaps without realizing the sting that comes with it.)  Despite the sting, I was grateful to have the opportunity to bring the partnership back on track.  

What did I do?  I asked for a face-to-face meeting.  I drove six hours round trip to make it happen.  I validated her disappointment and accepted my responsibility.  I outlined exactly how I would bring the partnership back on track.  

What followed?  Several more years of partnership.   A campaign strategy rooted in meaningful connection.  Fundraising that flourished despite the pandemic.  The largest gift ever made to this client.  And in a twist I could not imagine, a seat on their Board of Trustees.     

Lost relationships equal lost business.

Lost relationships equal closed doors to future opportunities.

Lost relationships equal a shrinking network of people who trust you.

Don’t hide. 

Communicate and engage.  

And wear that as a badge of honor.