Intended somewhat blithely but always rings uncomfortably true to me. Things – good, bad, and neutral – will happen throughout a day, a year, a lifetime. Some to you, some by you, and some where you’re simply an indirect participant. Few of those things are worth the mental capacity of anger and frustration. Even fewer of those things are worth affecting those in your orbit as a result of them. In more plain language, few things are worth treating others poorly, few things are in your control, and the only thing you can control is how you respond.
It wasn’t until I had to explain these concepts to my oldest that I realized the same thought applies in business. It is very rarely “what” is happening (whether something ‘said’ or ‘done’) and much more often “how” it happens. Similarly, whether the business or a client, how you respond is often the only thing in your control.
The part that took me years to figure out in the context of operating? Treat people like people. Not in some “you’re not an account number with us” kind of nonsense. But in the “you’re a person, having whatever kind of day you’re having, same as me, and I’m going to meet you where you are” kind of way.
Sounds obvious. And it kind of is. But most companies don’t treat it like a truth anyway. They reach for process, or ‘better’ software, tighter SOPs, approvals (or almost worse, more reviews), terms and conditions. All necessary things, but none that account for you.
The thing about treating people like people is that it’s sort of a one-way street that turns into a two-way street. Employers treat employees like people, employees treat clients like people, clients are then expected to treat those same employees like people. There’s a reason that “people first” is our first core value at Silverhawk. And the thing about values is that they’re meaningless unless you’re willing to stand behind them.
All of that to say, who someone is is usually best observed when they don’t realize anyone is paying attention. Rarely someone will tell you (or show you) who they are. So, when they do, believe them. And in the event that makes someone an asshole, stand behind your values and do not tolerate it. Whatever you accept is what you should expect.
All that to say……
Shit happens, then you die.
– Mark
