Tuesday, July 19, 2011

How feelings affect the bottom line.

My friend, Jill, is getting a new website.  Her designer, Doug, is an exuberant, fun professional.  Still, sporadically he will send Jill an angry email complaining about her requests.  The emails are respectful and polite but we can feel his anger.  Jill is always surprised by these angry outbursts.  Why is Doug angry?  Jill would be happy to pay more if the job required it.  

After a flare-up, Doug is extra helpful and often apologizes.  But the damage has been done.  Jill won’t be using Doug again and she won’t refer him to others.  His repressed anger makes her uncomfortable.  If he would simply say to her, “I’m afraid that the scope of our work is expanding," Jill could hear this.  But Doug remains oblivious to his own feelings and their effect on his business.

© 2011 Laura Lewis-Barr all rights reserved

1 comment:

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