Monday, January 29, 2018

"While We Want To Deliver A Top Notch Effort, Are The Limits To What We Can Or Will Do?"

Would we really do anything - literally anything - to make a sale or create a solution, or are there reasonable limits to our enthusiasm and confidence? We want to be known as someone who is responsive to the needs of our clients and creative in arriving at solutions that will help them, but let's be a little careful on just how we get there.

Many people are so committed to solving problems or finding ways to get ahead in their business that they proclaim that they will do "whatever it takes" to be successful or to satisfy the desires of their clients. Do they really mean this or is this a commitment to go all-out?

On the surface, doing whatever it takes sounds like a great response - people are so driven by their eagerness to succeed that they are willing to do most anything to make it happen. This is where what sounds nice as an ideal and what may be actual practice can be quite different. The difference is "most anything" versus literally anything.

We really don't want people to really do whatever it takes to find a solution or to be successful - it may be beyond the bounds of what is allowed. What they likely mean - and we would want for them to do - is to do whatever is feasible, reasonable, ethical, or legal. The phrase "whatever it takes" implies that there are no borders or boundaries. This should not be the case though.

While we want people to have perseverance and to stay within a direction they have selected, we don't want them to do anything unseemly in the process.

Someone could tell us - or we could say to someone else - that they (or we) are willing to do whatever it takes to make a sale, complete the job on time or under budget, find a solution, satisfy the needs and desires of our clients, or keep a step ahead of the competition. This sounds like a large dose of determination. It sounds like they (or we) are going to do everything to succeed and not settle for anything less than that.

However, what if success is not feasible or even possible in a given situation? Does this mean that we or someone else will cross the line and resort to tactics that are not allowed by law or by general rules of decency? "Whatever it takes" could mean just that. If it takes going overboard or stretching what is normally considered permissible or in good taste, it might be something that is attempted anyway.

Hopefully, no one means or even thinks that their statement about doing anything and everything it takes to get the job done means that they would work outside the lines. We would think that they are intending to be so relentless, resourceful, and persistent in their pursuit of a solution for us and their other clients that it would seem as though they were willing to do almost anything in order to accomplish what they set out to do or what they have agreed upon - short of crossing any lines that should not be disrespected.

Let's be careful ourselves of using this phrase so that it can't be misconstrued. Likely few people would think that we meant anything inappropriate by it, but the phrase does leave open this possibility. Instead of proclaiming to do whatever it takes to accomplish our task, let's convey our intent and willingness to be so committed in our approach that we won't be content with coming up short. As long as it's legal, and as long as there is a way it can be done, we'll find it and do it. That's what we really mean!

There are reasonable limits that need to be respected for all concerned - us, our clients, and the community in general.

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Steve HoffackerCAPS, CEAC, SHSS, is a licensed Certified Aging-In-Place Specialist-Master Instructor and best-selling author of universal design books. To learn about this and other programs for aging-in-place or universal design, visit stevehoffacker.com or call 561-685-5555. Also, check out the "Aging & Accessibility" groups on Facebook and LinkedIn.