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Questions and Answers
What triggered the narrator's opportunity to manage the Kansas City office?
What was a significant challenge the narrator faced while managing the office?
Which attribute did the narrator feel necessary to exhibit as a branch manager?
How did the narrator describe their team during their time managing the office?
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What effect did Lisa Gray's behavior have on the narrator?
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What advice did the speaker's dad give about dealing with Lisa Gray?
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Why did the speaker feel overwhelmed before visiting their dad?
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What did the speaker realize about their perception of Lisa Gray after talking with their dad?
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What does the phrase 'if you don't like someone then they don't like you' imply in the conversation?
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What strategic approach did the speaker implement to improve attitudes towards Lisa Gray?
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Why did Carrie's comment about Lisa Gray cause a reaction from the speaker?
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What was the intended impact of the quarter campaign regarding Lisa Gray?
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What does the speaker's father's perspective reveal about client relationships?
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What consequences did the speaker fear if they lost Lisa Gray as a client?
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What does the speaker's action of dumping the candy dish signify?
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Study Notes
Career Success and Challenges
- The narrator became branch manager after three years of working at the Kansas City office.
- The office had previously faced internal drama with a manager and an employee.
- Despite the challenging environment, the office grew and became one of the top three branches in the country.
- The narrator, as manager, was consistently hitting all cylinders but found it hard to keep their team motivated.
- One of their main clients, Lisa Gray, was demanding and condescending, often ending calls with berating the team.
- The narrator brought their concerns to their father, who gave advice about managing difficult clients.
Dad's Wisdom: Finding the Like
- The father advised the narrator to diversify their client base and find ways to "find the like" in Lisa Gray, recognizing that their dislike for her might be reciprocated.
- The father emphasized the importance of having a positive relationship with their biggest client.
Applying Dad's Advice
- The narrator, inspired by their father's advice, had a team meeting to address their negative feelings towards Lisa.
- They implemented a "Find the Like in Lisa" campaign, using a quarter system to incentivize positive interactions with Lisa.
- The team actively sought out information about Lisa's interests and hobbies, building a more positive connection.
- The office's Christmas gift to Lisa, a dollhouse crib she had been looking for, solidified their relationship.
- Lisa remained a major client until her company relocated.
Appreciative Inquiry
- The narrator later took a coaching course that explored Appreciative Inquiry, a method of focusing on positive aspects to avoid negativity.
- The instructor pointed out the tendency to focus on negative events over positive ones, highlighting a need for self-reprogramming.
- The concept of "Find the Like" aligns with Appreciative Inquiry, emphasizing the importance of seeking out and highlighting positive experiences.
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Description
Explore the journey of a branch manager who navigates challenges within a demanding office environment and a difficult client. This quiz delves into the strategies employed to maintain team motivation and the wisdom passed down from a father about client relationships. Test your knowledge on the critical aspects of managing a successful team amidst obstacles.
