Opinion: Be thankful for spilled milk in business

This morning – darn it – I was all out, and resorted to the healthier, but less appealing, coffee whitening alternative: milk. I carried my cup into my office, sat down at my desk, spun around in my chair and knocked over my 20-ounce coffee. Milk-laced java soaked into my chair and my socks and found the path of least resistance down between the cracks of my floor.

I hate spilled milk so much. It reminds me of new motherhood, and that vague puke smell that never leaves. New motherhood is only tolerable because a nice little baby comes with the deal. But that smell! Yuck. For the next six months I will be sniffing my office, searching for traces of that rotten milk. No matter how much cleanser I use, my mother’s nose is going to smell that milk.

Just as I was finished mopping up, a friend called. I launched into an elaborate tale of milk gone bad. She empathized, then asked, “Did it get on your computer?”

“Well, no,” I replied, realizing that by some miracle, my computer was spared.

My friend said, “You mean you had the full-tilt-milk spill, and it missed your computer? Do you have any idea how lucky you are?”

Until then I had been feeling pretty unlucky. But in that moment, my perspective changed. I would not need to call the repairman. My work area had benefited from the recent, albeit unscheduled, cleaning. Life was good. I moved from resentful to thankful.

This is the best time of year to express thanks and be grateful. You know, when you appreciate what you have, the universe rewards you by giving you more. Generally, we are quick to give thanks for our blessings. This season bless your misgivings.

The prima donna employee

Do you have a fellow at your shop who is the best salesperson? He always gets the job, customers love him and his sales account for most of your company’s top line. (Note: Just because it is easier to read, I use he exclusively, not he/she or she. No sexism intended.) He wanders in when he wants to and goes home whenever. You look the other way when his uniform is dirty. He lets you know that he could find another, better, job tomorrow, so you don’t push him. You feel like you are being held hostage. There is just no way you are going to be able to replace him, so you compromise yourself.

Bless this fellow. He is bringing in great sales. And he is going to give you the opportunity to demonstrate your integrity.

Here’s how this employee should be handled:

1. Understand that YOU are the problem, not him. You have allowed yourself to become the hostage. If you are the owner, you set the rules of the game. And you must be willing to play the game straight and fair. Make sure your policies are clear and in writing. Make sure everyone knows what they are.

2. Explain to the employee that you have been negligent in enforcing policy. Talk from your heart. Tell him why you have let him get away with bending the rules, and that you really don’t want to lose him. Take a moment to communicate why you have established the rules in the first place. Explain that your personal integrity is at stake, and you can’t allow yourself to have two sets of rules at the company any longer. Let him know that you appreciate his sales and will continue to compensate his performance with the best pay in your market. Listen to his comments. But be clear: from this moment on, you will follow through on your operational policies.

3. Be willing to fire him for noncompliance. Chances are good that this fellow will grumble but comply. He and the other employees will respect you for sticking to your guns. And you will respect yourself.

Bless your competitors

Too many times, I have blamed other business owners for the sorry state of small business. It’s their fault that prices are low and people have a hard time raising prices. Well, I can’t change the other guy’s behavior. But, instead, I could sniff out the opportunities left in the wake of those who don’t know any better. Change your perspective and thank your competitors who take care of the worst customers.

Also, be thankful for the competitors who make you look good. For the most part, just showing up the same day that you say you will sets you light years ahead of your competition. What can you do to set yourself ahead of the pack? The answers are simple.

Be neat and clean. Be punctual. Be polite. Answer your phone nicely. You can rise to the top of your market by simply using good manners.

I think most folks are doing the best they can with the knowledge and awareness they have. Be kind to your competitors. Be thankful. They are just putting one foot in front of the other. And they are reason your future is so bright.

Ellen Rohr is an author and business consultant who offers systems for getting focused and organized, making money and having fun in business. Her latest book is “The Bare Bones Biz Plan.” She can be reached at ellen@barebonesbiz.com.[[In-content Ad]]