Perception is Everything
Good intentions aren't always self-evident; people don't have direct access to your thoughts. Even if you're convinced your actions are positive, if others perceive them negatively, it can create confusion, distrust, and even damage your reputation. It's important to remember that perception is reality, and our actions, even if well-intentioned, can be misinterpreted. Therefore, don't do good things that look bad, because that can weaken not only your executive presence but also the credibility of your personal brand.
The Communication Challenge
A lack of effective communication is a frequent problem in both professional and personal settings. We often assume that others should understand our intentions without the need for clear explanations. However, this assumption can create misunderstandings and unnecessary conflicts.
A Case Study: When Good Intentions Go Bad
Recently, I purchased a service that promised to be comprehensive and high-quality. However, after making the payment, the provider informed us that he had broken his partnership with the company responsible for delivering the main service. This caused confusion and distrust, as the reputation of that company had been a key factor in our purchasing decision.
In moments like this, your first thought is that you've been scammed and fallen into a trap. It's as if I sold you a luxury car and, once you paid for it, told you it would be missing some accessories but would still get you around.
The provider didn't understand our concern and became defensive when we requested a refund. Despite his good intentions, his lack of transparent communication and the change in conditions after the transaction created a perception of a lack of ethics and professionalism.
We wondered if everything he had told us during the sale would come true or if they would keep changing their mind throughout the service. The salesperson was very young, which made me think it was easy for him, and as I say, without awareness of the impact their behavior and communication had on the final client. Moreover, when everything happened, he became defensive, as if not understanding why we doubted his ability. He started to fight and argue with the power of wanting to win the argument. It wasn't a dialogue, it was a fight to be right.
Never fight with your client, especially when there's clearly a miscommunication issue. Negotiation and empathetic dialogue are most important. There's no power struggle when, even if your intention is good, there's clearly a responsibility for you to deliver with clarity, transparency, and without hidden flaws.
An unfortunate event that makes me reflect on how many times I've seen situations like this where the person with good intentions feels confused because they don't understand what happened. They wonder why their behavior is misinterpreted, and often feel like a victim of the circumstance.
Lessons Learned
Clear and Transparent Communication: It's essential to establish clear expectations from the beginning and maintain open and honest communication with clients.
Responsibility: Take responsibility for your actions and decisions, even if your intentions were good.
Negotiation and Empathy: In the face of conflict, seek solutions through dialogue and negotiation, showing empathy towards the client's perspective.
Avoid Power Struggles: Don't try to impose your point of view at all costs. Listen actively and seek mutual understanding.
Awareness of Impact: Be aware of how your words and actions affect others.
Remember that perception is reality in business, and you are 100% responsible for what happens. If something goes wrong, instead of looking for someone to blame, reflect on the impact of your communication and decisions. Ensure that your actions, even the well-intentioned ones, are communicated with clarity and transparency to build strong and lasting relationships in both your personal life and business.
Have you ever experienced a situation where your good intentions were misinterpreted? How did you handle the situation? What did you learn from that experience?
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