How not to do good business with bad people
"It's not personal, it's just business..." has become one of those oft-quoted clichés of the modern business conversation. The line comes from "The Godfather," from a scene in which the Corleone family is about to execute an old family friend and business associate. In modern business, the phrase is usually used as a rationalization for doing something in a business context that would be unacceptable in real life.
Real life?
Business is real life! It's real people! There are real consequences and real damages when you do something questionable out of expedience, convenience or opportunistic greed.
If it were only as easy as looking for fedoras and tommy-guns to know the good guys from the bad guys, life would be much easier. Unfortunately, it takes a little more.
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Simple rules:
1. Don't sell contracts you wouldn't sign yourself.
Look, if you want to attract good people, be good people. Onerous contracts that are unreasonable for your customers or you are too clever to sign are categorically wrong. To put these onto customers is to believe that they are too stupid to know better or too desperate to insist on better. Dumb clients are dangerous to your business and brand. Desperate clients will leave as soon as they are no longer desperate.
2. Insist on professional parity.
Groveling is unattractive. The customer is not always right. Neither are you. Lack of civility, regardless of circumstances, is unacceptable. What are you putting up with right now with gritted teeth and resentful scowl? These relationships are toxic and are going to kill your company, your culture and your spirit.
3. Watch out for turnover in all forms.
High turnover in a prospect or client company is a huge red flag. Whether it is vendors, employees or leaders, the warning flags are there. It says that the company does not value or keep people well. Period. This is an easy data point to gain through social media and a little digital reconnaissance that will tell you a lot about whether you want to be doing business with that company.
4. Dating is the high water mark.
If the process of discovery, selling and contract negotiation is combative or contentious, do you really think that the business relationship will be better? The warning signs are clear in the form of People, Information, Speed and Balance.
People Do you get access to the people you need? Is there openness and chemistry with your people? Is there professional courtesy or are "one-up/one-down" power games being played?
Information Are we getting all of the information that we need and in a timely fashion? Do we feel like the organization is forthcoming or is it pulling teeth?
Speed Professional courtesy is shown in simple things like response times to requests, 24-hour return cycles on voicemails and emails. Is this present? Do we show up on time for calls and meetings?
Balance Is the give and take balanced right, or is it just take, take, take?
I have watched full-grown adults look at a stove they turned on themselves and then touch it to see if it is hot. What part of "glowing hot coil" is confusing? The same thing is true for doing business: if the prospect or client looks like trouble, they are. Walk away and find someone more worthy of your firm.