Lacking Opportunity? Maybe It’s Your Perspective.

One of the more exciting parts of my job is working on brand development and partner relationships. Ethos3 is in the middle of a brand consolidation and update which should wrap up in a couple of weeks.

Late last week, we received an email from one of our corporate partners expressing frustration about an article they found while searching for some information on Ethos3.

The first result was a blog post published on one of Ethos3’s other web properties that’s in the process of being consolidated under the main blog. As part of the consolidation, our blog software (WordPress for those who care) changed the “posted on” date to a more recent date giving the appearance that it was just created.

While the post in question was not negative in any way, it was dated and contained incomplete information from prior to the partnership. The CEO expressed his concern that perhaps we didn’t understand the value proposition of the relationship.

His concern was understandable as we’re supposed to be working closely with them to help each others’ businesses grow.

Is This A Problem?

If you look at this as a problem, the questions then become, “How can we smooth this over? How should we respond? Should we remove the offending post?”

Once you go on damage control, you’re on the defensive. Opportunity doesn’t happen when you’re thinking defensively. You manage in crisis, you lead in opportunity.

Shift Your Perspective

However, we saw an opportunity.

We sent a letter to the CEO apologizing for the confusion, briefly explained what happened, and let him know the post would remain. Then, we offered up a chance for him to appear on our new presentation TV channel called E3 TV which will be launching in the next couple of weeks. We thought it would be great if we conducted a Skype interview with him during which we could discuss the benefits of his company’s service along with the tremendous evolution since the original post was written.

He gladly accepted and we now have a stronger relationship with our partner along with a great episode of E3 TV planned.

Sure an apology letter alone would have “smoothed things over.” But we wanted to use this as an opportunity to deepen that relationship and demonstrate our commitment to the partnership.

Question: Take a moment to look at your work or personal environment. Where are there problems that could use a good perspective shift? Is there a different way of looking at this “problem” to actually move from damage control to opportunity development?

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  • Hi! Thats nice. its all about nice conversation ad have a nice history with cliente

    • You're right, Ana. It's about conversation and building a relationship on trust. The more history you have with your clients and the more you build on them, the more opportunities they will give you to serve them.

  • Hi! Thats nice. its all about nice conversation ad have a nice history with cliente

    • You're right, Ana. It's about conversation and building a relationship on trust. The more history you have with your clients and the more you build on them, the more opportunities they will give you to serve them.

  • The idea of giving your partner a public voice in such a situation is a great one. It displays an openess to publicly addressing concerns and has the added bonus of letting others – potential clients – listen in on the conversation. Today, that transparency buys a lot of trust. It means your clients can have a similar voice and conversation.

    Thanks for sharing.

    • Matt, you're absolutely right. We live in an increasingly transparent world and it's crucial to our relationships that we learn how to adapt and communicate effectively. Some people might be critical that we would give our partners or clients a voice on our website. The thing people have to remember is they already have a voice. This company could easily post something negative about us on their corporate blog or Twitter account. Or, they could end the relationship.

      I'd rather encourage them to use that voice in an open and constructive way for both parties and build the trust like you said.

      Thanks!
      Travis

  • The idea of giving your partner a public voice in such a situation is a great one. It displays an openess to publicly addressing concerns and has the added bonus of letting others – potential clients – listen in on the conversation. Today, that transparency buys a lot of trust. It means your clients can have a similar voice and conversation.

    Thanks for sharing.

    • Matt, you're absolutely right. We live in an increasingly transparent world and it's crucial to our relationships that we learn how to adapt and communicate effectively. Some people might be critical that we would give our partners or clients a voice on our website. The thing people have to remember is they already have a voice. This company could easily post something negative about us on their corporate blog or Twitter account. Or, they could end the relationship.

      I'd rather encourage them to use that voice in an open and constructive way for both parties and build the trust like you said.

      Thanks!
      Travis

  • Amy

    The idea of giving your partner a public voice in such a situation is a great one. It displays an openess to publicly addressing concerns and has the added bonus of letting others – potential clients – listen in on the conversation. Today, that transparency buys a lot of trust. It means your clients can have a similar voice and conversation.
    Thanks for sharing.

  • Amy

    The idea of giving your partner a public voice in such a situation is a great one. It displays an openess to publicly addressing concerns and has the added bonus of letting others – potential clients – listen in on the conversation. Today, that transparency buys a lot of trust. It means your clients can have a similar voice and conversation.
    Thanks for sharing.