Back in 2005, as I was writing monthly newsletters for Newfangled, I took an opportunity to write one on how the Bible had influenced my experiences in business. This is part two of a re-posting of that content–slightly edited to bring it up to date. [Part one is here.]
Part Two: Dealing with stress and difficulty
A gentle answer turns away wrath, but a harsh word stirs up anger. Proverbs 15:1
If you are going to be in business, you will have difficulty! A common source of business conflict comes when one party feels that they have not received the value for which they negotiated. This is especially common (as Harry Beckwith points out in Selling the Invisible) in service industries. How can one definitely measure the value of a service? Evaluating products can be easier. If it won’t turn on it fails to meet the conditions of the exchange. But how does one determine whether a brochure has been designed well? If the logo is printed upside down it is clearly flawed. But usually, if there is dissatisfaction with design, the reasons are more subjective. The same design can be loved by one client and hated by another. Sometimes, when design is submitted to a group for evaluation, some people love it while others might think, “it’s not quite there yet.” Has the exchange been met? The designer has delivered their time on the project (which is often what they are selling), but the client is not satisfied. Such conflicts, though hopefully rare, are inevitable and we need to be prepared for them.
Design, as a subjective service, is particularly prone to such disagreements. Because a designer is selling their time as a skilled artisan they may feel like they’ve met their obligation, but the buyer is looking for a finished product to their liking. When the buyer is not satisfied, there is an imbalance in the exchange. Anyone who has sold design services knows that such instances are inevitable. While solutions are not always easy, they do always involve further communication and negotiation. If you realize that engaging in business, especially the design business, will have such tensions and conflicts, you can be prepared for them. The best solutions are not found in the fine print regarding kill-fees and rounds of design (though wise to include in your contracts), rather they are found by having a calm spirit when working through problems when they do occur. The best defense I’ve found against escalation in such conflicts is to always avoid harsh words that stir up anger, and instead seek gentle answers that can assuage the conflict while searching for an agreeable solution for both parties. Not only will gentle answers work better when dealing with conflict, but when successful they will add to your credibility, integrity, trust and reputation with the client. A history of such practice will positively effect your reputation within the business community. For the designer, or any seller of services, a good reputation can be worth much more than gold.
A worker’s appetite works for him, for his hunger urges him on. Proverbs 16:26
Financial stress is another common difficulty in business. I’ve yet to meet a business man or woman who has not endured at least one significant season of financial stress. I know I’ve had my fair share. Proverbs 16:26 provides a helpful piece of wisdom for such times… work hard to get out of it! But realize the times of financial stress can be the perfect time to evaluate and improve all aspects of your business. Hunger urges us on. If I am hungry I desperately want to fix whatever problems are contributing to my hunger. In this way, while never pleasant, financial stress can have a powerful cleansing, priority-setting, and focus-refining effect on your business. Hunger can become something of an ally, if you let it work on you. So, (I say to myself) if you’re having financial trouble, stop complaining and get to work!
Re-Posting of “Bible on Business.” To be continued…