Comments on: One Key to Surpassing Everyone’s Expectations http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/ David Mullen on PR, Integrated Communications and Social Media Wed, 07 Jul 2010 17:15:53 -0600 http://wordpress.org/?v=2.8 hourly 1 By: Tressa Robbins http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3833 Tressa Robbins Tue, 25 Aug 2009 14:21:31 +0000 http://www.davidwmullen.com/?p=1747#comment-3833 Great thought-provoking post, David. We always have to look at things through, not only our eyes, but the clients. Then, think of a solution that makes sense. Great thought-provoking post, David. We always have to look at things through, not only our eyes, but the clients. Then, think of a solution that makes sense.

]]> By: Bonnie the Web Designer http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3754 Bonnie the Web Designer Thu, 30 Jul 2009 16:49:18 +0000 http://www.davidwmullen.com/?p=1747#comment-3754 In order to truly solve a client's problems I believe it's critical to be open to alternative plans. Expanding to possibilities opens the door for truly unique solutions. Several years ago I actually changed my title on my business card to "creative solutions provider". Every time I tried to explain what I did I found I wore too many hats to be just a designer, marketer, business analyst, etc. Success for our clients means looking at their entire business, not just the silo that relates to our industry. Great post, thanks! In order to truly solve a client’s problems I believe it’s critical to be open to alternative plans. Expanding to possibilities opens the door for truly unique solutions.

Several years ago I actually changed my title on my business card to “creative solutions provider”. Every time I tried to explain what I did I found I wore too many hats to be just a designer, marketer, business analyst, etc. Success for our clients means looking at their entire business, not just the silo that relates to our industry.

Great post, thanks!

]]> By: DR. WHAW? – July 29, 2009 « One true sentence. http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3752 DR. WHAW? – July 29, 2009 « One true sentence. Thu, 30 Jul 2009 03:34:28 +0000 http://www.davidwmullen.com/?p=1747#comment-3752 [...] It’s always good to view your world from a new perspective like this, and who knows?  Thinking in a different way may help you exceed even your own [...] [...] It’s always good to view your world from a new perspective like this, and who knows?  Thinking in a different way may help you exceed even your own [...]

]]> By: Tamsen McMahon (@Sametz) http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3750 Tamsen McMahon (@Sametz) Wed, 29 Jul 2009 14:34:53 +0000 http://www.davidwmullen.com/?p=1747#comment-3750 I've found that it's always your *second* instinct that matters. Your first instinct is often so deeply ingrained that it's beyond your conscious control. A lot of us stop there. But your second instinct--the way you react to the first--is something you can train yourself to do. In the situation you describe, my first instinct may indeed be to resist. But my second instinct is to listen: to my resistance and why it's there, to the request and why *it's* there. Squeaky wheels squeak for a reason. I’ve found that it’s always your *second* instinct that matters.

Your first instinct is often so deeply ingrained that it’s beyond your conscious control. A lot of us stop there. But your second instinct–the way you react to the first–is something you can train yourself to do.

In the situation you describe, my first instinct may indeed be to resist. But my second instinct is to listen: to my resistance and why it’s there, to the request and why *it’s* there.

Squeaky wheels squeak for a reason.

]]> By: Leo Bottary http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3748 Leo Bottary Wed, 29 Jul 2009 13:07:56 +0000 http://www.davidwmullen.com/?p=1747#comment-3748 One thought is simply to ask good questions. In the scenario you describe, it's usually helpful to get clarity on the objective. Asking good questions is less confrontational than challenging a client or supervisor, and in the process you might find out that you interpreted the request incorrectly. Also, clients have been guilty on more than one occasion of using PR terms that don't often communicate exactly what they mean. For example, "we need to schedule a press conference for next week." Well, for some clients that's what they really mean, but for others they may simply be suggesting they have an announcement to make. By asking good questions rather than challenging the literal request, you'll often both reach agreement on whether a press conference is appropriate. In most cases, before you jump to conclusions, my advice is to ask good questions and listen carefully to the answers. One thought is simply to ask good questions. In the scenario you describe, it’s usually helpful to get clarity on the objective. Asking good questions is less confrontational than challenging a client or supervisor, and in the process you might find out that you interpreted the request incorrectly. Also, clients have been guilty on more than one occasion of using PR terms that don’t often communicate exactly what they mean. For example, “we need to schedule a press conference for next week.” Well, for some clients that’s what they really mean, but for others they may simply be suggesting they have an announcement to make. By asking good questions rather than challenging the literal request, you’ll often both reach agreement on whether a press conference is appropriate. In most cases, before you jump to conclusions, my advice is to ask good questions and listen carefully to the answers.

]]> By: Keith Trivitt http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3747 Keith Trivitt Tue, 28 Jul 2009 15:45:46 +0000 http://www.davidwmullen.com/?p=1747#comment-3747 Great post, David. For me, I try not to look at challenging client or supervisor requests as "challenge," but rather, an opportunity to show my value to a client or my organization. Since I don't come from a traditional PR background (I have two degrees in sport management), I am often the one in my own firm who speaks up and presents new ideas and solutions to clients when some of my fellow colleagues don't want to take the risk of offering up a solution that may not always be taken the right way by a client of their boss. For me, it's the only way I know how to do what I hope is really good PR: actively counsel clients and provide them with fresh and innovative perspectives. I also like what Stuart had to say: realize that a client or a boss may have a different perspective than you. We often come to the table thinking we are the creative or strategic experts on a certain plan or problem. When in fact, we just formed that opinion from some research, while the client or boss is actively living and working through that situation. So take a minute to look at a problem from their angle, think of their challenges, goals, worries and demands, and see if you can find a solution that reaches a happy medium for all parties involved. Keith (@KeithTrivitt) Great post, David. For me, I try not to look at challenging client or supervisor requests as “challenge,” but rather, an opportunity to show my value to a client or my organization. Since I don’t come from a traditional PR background (I have two degrees in sport management), I am often the one in my own firm who speaks up and presents new ideas and solutions to clients when some of my fellow colleagues don’t want to take the risk of offering up a solution that may not always be taken the right way by a client of their boss. For me, it’s the only way I know how to do what I hope is really good PR: actively counsel clients and provide them with fresh and innovative perspectives.

I also like what Stuart had to say: realize that a client or a boss may have a different perspective than you. We often come to the table thinking we are the creative or strategic experts on a certain plan or problem. When in fact, we just formed that opinion from some research, while the client or boss is actively living and working through that situation. So take a minute to look at a problem from their angle, think of their challenges, goals, worries and demands, and see if you can find a solution that reaches a happy medium for all parties involved.

Keith (@KeithTrivitt)

]]> By: Stuart Foster http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3746 Stuart Foster Tue, 28 Jul 2009 15:04:22 +0000 http://www.davidwmullen.com/?p=1747#comment-3746 Perspective and experience are vital in being able to effectively travel along this line. Had a talk with Edward last week about how you need to consider where the other person is coming from and how their way of thinking differs from yours. They and you both have different priorities and thus will be pushing for different things. You need to bridge that gap in order to be successful. Perspective and experience are vital in being able to effectively travel along this line. Had a talk with Edward last week about how you need to consider where the other person is coming from and how their way of thinking differs from yours. They and you both have different priorities and thus will be pushing for different things.

You need to bridge that gap in order to be successful.

]]> By: Jennifer Wilbur http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3745 Jennifer Wilbur Tue, 28 Jul 2009 13:34:40 +0000 http://www.davidwmullen.com/?p=1747#comment-3745 You are absolutely right, David. Problem solving is a key part of the marketing/PR job that is often overlooked (by practitioners and clients alike). Asking questions, and then doing it again is key. It's not about who is right, but what is the best approach that results in the strongest impact and return (meeting/surpassing objectives). @rockstarjen You are absolutely right, David. Problem solving is a key part of the marketing/PR job that is often overlooked (by practitioners and clients alike). Asking questions, and then doing it again is key. It’s not about who is right, but what is the best approach that results in the strongest impact and return (meeting/surpassing objectives).

@rockstarjen

]]> By: Matt Cheuvront http://www.davidwmullen.com/2009/07/27/one-key-to-surpassing-everyones-expectations/#comment-3744 Matt Cheuvront Tue, 28 Jul 2009 12:15:58 +0000 http://www.davidwmullen.com/?p=1747#comment-3744 The concept that initially comes to mind is the importance of not taking constructive criticism personally. There is always more than one way to skin a cat. Much can be learned if we take a step back and open ourselves up to new ideas and suggestions - and truthfully we'll never grow, we'll never become better at whatever it is we're doing if we close ourselves off to learning and trying new things. Well said David. The concept that initially comes to mind is the importance of not taking constructive criticism personally. There is always more than one way to skin a cat. Much can be learned if we take a step back and open ourselves up to new ideas and suggestions – and truthfully we’ll never grow, we’ll never become better at whatever it is we’re doing if we close ourselves off to learning and trying new things. Well said David.

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