June 16, 2008
Let’s Solve the Problem Now. How This Happened Is a Conversation for Later.
It’s easy to get distracted into blame and defense when a problem arises. There is a time and a place to debrief problems to find out what needs to be changed to avoid future problems. When damage control is the priority, those questions should wait. When the house is on fire, put it out and start the arson investigation once things settle down.
Somehow Ruth’s order was overlooked, leaving her short on inventory for a top selling item. When she spoke to impress the manufacturer that this was a problem that needed to be solved immediately, the manufacturer came back with excuses and explanations. Ruth kept the focus on the first priority – getting her order filled. She said,
- Let’s solve the problem now. How this happened is a conversation for later.
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