FBC – 58 – The benefits of adaptability in Business

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The benefits of adaptability in Business

Have you ever dealt with people who are so rigid that they seem to live in the past? If yes then this episode will be a blast.

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I am dealing with one of my banks and they're the most rigid and closed minded people that I have ever seen. So you have processes in companies for a reason because this creates a standard for how the tasks are performed, which maintains a level of quality. That's always the same regardless who you're dealing with.

OK. So this is the reason why you have processes and it removes the stress of having to think about the task. And bring some consistency. So I'm just going to give you an example and this is something that drove me absolutely insane.

So I want to give you an example of something I came across with a technical support team last year. And I don't actually understand the way they're set up but there is just one person for all the clients’ questions. It's just ridiculous. I don't understand how the company works. Anyway I have a question. Very simple question about how to create a campaign.

And I send a message to this to this girl and I mean you know since she seems to be the only one, she must be quite busy right, so it takes a long time for her to respond. So I tell her I want to create this type of campaign. Can you please just walk me through it? Do you have any documentation?

So she says that we need to jump on a conference call and I'm like “well you're somewhere in the US. I've no idea where you are. I'm in Bali. There is a time difference. I don't need a conference call for half an hour for a question. So just please send me the information.

Either you could type it but I have something better for you” and I gave her a tool which is a free tool. So it will record the screen. So you can just talk. I'm asking her how to create a campaign, so she can just record a screen and just say “so you click here and you go there and then you do this and then you do that and the campaign is over”. So I give her everything. But she replies that it's not their protocol.

I said “Do you want to do the same thing a thousand times and jump on conference calls or do you want to do it once? She replied “Oh I don't like to be called an idiot. This is the end of the conversation”. And she basically stopped responding. And that drove me insane. Why would you do the same thing out a thousand times instead of doing it once?

So I chased that woman for a month and then I gave up. I was busy on something else. Then I came back three months afterwards and I was like “oh well you know can you help me out here?” And you know it was the same thing.  She ignored me. So I think I signed up to that service in October 2017.

This happened in April when she was like all offended and you know that was in April. And so at some point afterwards, they completely changed the platform and this one was intuitive because before it wasn't intuitive. So now I don't need this this person anymore because now I can understand everything. But I just think it was absolutely ridiculous.

The benefits of adaptability in Business

So that's the lesson for today. Rigid processes are very valuable. They serve a purpose. But you need to have a brain as well and recognize when you need to be flexible. Because being flexible is what will help you evolve and adapt to the market.

Anyway it was just a big rant today. It was just a big rant to tell you to be flexible. All right. Be flexible. Don't be that idiot that has a process engraved in stone and doesn't want to you know accommodate and make things easier for their clients.

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