Are you clueless, unsure, confident or awesome?
by Todd Youngblood
None of us can know everything about everything. In fact there is so much to know these days, that our level of competence in the wide range of topics we discuss with customers varies all over the place.
Ego creates an urge to always be right, always on top of things, always able to handle a situation well – and right now. Unfortunately, not one of us has all the knowledge required to do so. If we’re not aware of this fact, we are at constant risk of appearing arrogant, ignorant or inept.
On the other hand, conscious awareness of where we stand knowledge-wise and skill-wise relative to each contact at each customer, for each issue under consideration, can lead to bolstering a reputation for humble competence and high value.
Start by considering competence at four levels & appropriate actions for each:
- Unconscious Incompetence - I don’t know that I don’t know I have no business dealing with this issue. This is a very dangerous place to be. Be vigilant! I need to acknowledge my incompetence, get help to improve and for the most part, simply stay out of the way.
- Conscious Incompetence – I know that I’m in over my head, and I have begun to remedy the situation. It’s time to say, “Maybe I can be of assistance in a ‘follower’ role, but I’m not prepared (yet) to lead on this one.”
- Conscious Competence – I’ve seen, understand and have addressed this issue before. If some anomaly pops up, I might need assistance, but I can and will take the lead.
- Unconscious Competence – The danger here is going un-noticed and un-appreciated. Make sure you highlight the value you provide. “I noticed X last week and took actions A, B & C. It prevented unplanned down time, saved you $$$, …”
It’s also valid to ask the “clueless, unsure, confident or awesome” question about your customers. Where do they stand for the issue at hand? Where do they stand relative to you? If you find yourself in one of the red zones, either get help or make it clear that your company is not focused on solving that sort of problem.
Be particularly careful in the “Blind Leading The Blind” situation. Acknowledge your own incompetence immediately and warn the customer about his/her weakness.
Obviously the green + zones are where you can shine. Further, why not aggressively seek out scenarios that place you in the upper right of the diagram? Simply put, line your strengths up against your customer’s weaknesses. That’s the way to deliver genuine value – value that’s perceived as superior.
You do have a list of your strengths and each customer’s relative weaknesses, right?
Think about it…
