I recently decided to join a tennis league. A few days prior to my first match, I called the tennis club and booked court 5 for 6pm on Monday night. I was excited and ready to go by the time our opponents arrived. About 30 minutes into the match, a random club member hustled up to our court and rudely told us to get off of court 5. I calmly responded, explaining that he must be confused since I had definitely booked court 5 for my match. However, he refuted by saying he had asked the tennis club to switch us to another court. I immediately was a bit confused, so I questioned why he couldn’t play on a different court given that we were mid match. He responded with no reason other than the fact that court 5 was his favorite, and we had no choice but to move. As we had guests with us, we decided it best to switch courts and avoid further argument.
However, the situation didn’t sit well with me. The next day I contacted the club and asked why we were moved to another court and why we were never told about the switch. The club informed me that the man who kicked us off of court 5 was a difficult member, so they were simply trying to appease him. I thought about that for a moment and responded by saying that the club should be focusing more on good, well-behaved members than difficult ones.
After reviewing the situation over and over, I realized that most of us in business, and in life, who have difficult clients or employees tend to focus our attention on those difficult individuals at the expense of the good clients or employees. Wouldn’t our companies, clients, and employees be better off focusing on good instead of dwelling on bad? At Sumus, we help companies analyze clients and measure employee engagement. Let us help you refocus your efforts on clients and employees that will help you grow, not cause you troubles.