See if this sounds familiar. You’re meeting with a client at his office and he asks you to come by his house and help him with a home Wi-Fi problem. Do you agree to do it, asked one huddle participant, even though it isn’t part of your job, or say no and risk irritating your customer?
“You know the right answer already,” Jacobellis said. “Just say no.” Mark Williams, CEO of U.K.-based consultancy Pensar, concurred. “You can’t be all things to all people,” he noted.
Seibert suggested a different approach. Rather than do the profit-sapping work yourself or simply tell the customer no, he asked, why not partner up with a skilled, reliable home technology firm and send these projects to them? You and the home tech provider (who may even reciprocate by sending customers with business IT needs to you) both come out ahead. More importantly, so does your client.
“You always want to be the hero,” Seibert noted.
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