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Tuesday, August 21, 2012

Did you tick someone off recently? I did!

Sometimes our best intentions will rub someone the wrong way or be misconstrued.  How we deal with said misunderstanding makes all the difference in the world.  If (when) you tick someone off, the key to resolving the misunderstanding is simple...communication.  

I learned the importance of this last week.  We published a press release regarding San Diego County Fire Authority choosing FIRE Manager, our online scheduling and workforce management product, for their agency. As part of my routine, I typically submit the press release to the appropriate state associations...in this case those in California.

I sent a press release to one association via their online submission form versus an actual person’s email, as I didn’t see an email to send it to.  I promptly received a response in my inbox it said “If you want to do business with us, call and be personal.  A blanket spam message to our website is only annoying.”  Oops!  I promptly emailed the sender back and apologized and assured him I was a “real person” and explained why I was submitting the press release to his association.  He thanked me for contacting him and completely understood why I sent it and appreciated the fact, as he put it, that I wasn’t a robot after all.

I then explained more about our FIRE Manager product and that if possible perhaps there was a mutually beneficial relationship we could establish.  I shared a link with him to PAAW (Professional Ambulance Association of Wisconsin) which outlines a discount we offer PAAW members.  He responded “that’s exactly what we are looking for, can I call you Monday?”

If I had simply ignored his email not only would he have been left with a poor view of us, we would have missed an opportunity to form an alliance and ideally generate more sales through a partnership with his association.  On the other hand if he hadn’t communicated his irritation with me, I would have been none the wiser.  It all boils down to communication...as the Merriam-Webster Dictionary defines it...“the act or process of transmitting information”.  Here concludes my transmission with you! 

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