It’s All About ResultsPosted: 09/09/2015 Filed under: Corporate, Customer, Supplier | Tags: Emotion, People Leave a comment
You’ve caught me taking a break. Tough day, and time to reflect on some interesting things that happened in the wonderful world of corporate!
And I started thinking about one of my supplier relationships. They are not a major supplier. They don’t impact my work every day. But they are important, and supply a valuable service.
But they are not the best to deal with. They are neither good at making me feel informed, nor at updating me on their progress. They check-in too infrequently. They like to be kept alone; to get on with what they are doing. They struggle to follow some clear instructions, and question too much (even too much for my liking – and I grew up being challenged and loving the energy that creates). But bizarrely, I keep using them. Why?
It’s simple really. The MERIT Method℠ uses the following five factors to define and measure value:
- Memory (how people recall or remember you, and the influence of their perceptions)
- Emotion (why they connect with you, and the state and reactions you create)
- Results (what you do or could deliver, and the various approaches and methods you use)
- Innovation (where you create more value, and solve or overcome important and specific problems)
- Time (when people acknowledge value, and the ways you manage those phases and stages)
This supplier is good at Memory. When I think of them, I remember that we’ve had a longstanding relationship. They are well respected, and know our business. But something else is more important. They produce Results. They deliver what’s needed and, even when I am beginning to doubt them, pop up with another success story. The problem is that they are lousy at managing Emotion – in this case meaning how the buyer (me!) feels about the day-to-day relationship. So they may help me reach of the summit of the mountain, and plant the flag, but I won’t enjoy the trip.
So, what I am concluding? It’s rare (in my world anyway) to keep using anything or anyone when “doing business” is a challenge. Where that Emotion isn’t right. But people can get away with most things if they produce Results. Maybe they’ll be fired as soon as they stop producing those Results, but they’re safe for now.
But there is one important thing I need to stress, before I get back to work. Key to Memory is trust. This is a supplier I trust. Trust to do a professional job. And trust is at the centre of everything. Whilst it’s there, I’m happy to keep them. And happy to wait patiently, util they recognise the issues and take the chance to improve. What I personally feel on a day to day basis is irrelevant. It’s all about Results.