Can You Hit a Curve?

Credit: Kenny Horsley

Do you see problems or possibilities? When a curve ball comes your way do you say "oh no" or "oh boy?" How do you manage bumps in the road?

Your answer says more about you than you think. How you manage surprises speaks directly to your value to clients. It impacts your value to your employer too.

Years ago I pitched and sold a lobby decoration (kit) program to a southern bank. The kit included back lit graphics, ATM signs, check stand graphics, lobby stand graphics and drive through window signs. Everything was modular so the promotion/messages could be changed continuously.

The bank had hundreds of branches spread out all across Georgia. Logistics were an obstacle. Branch Managers couldn't be trusted to receive the graphics kit and properly deploy the items.

The project could have died right there. We didn't let it. We worked out a distribution/deployment solution. How we managed it is another story for another day. It's what creatives call "intellectual property." I can't give it away free.

The first kit rolled out. My phone rang. An installer was at a bank branch. Their back lit sign frames were smaller than the spec. The graphics wouldn't fit. A few minutes later there was another call from another branch. This one had multiple ATM machines.

The calls went on all day. We managed each situation appropriately. We trimmed signs, installed additional ATM graphics etc. We did what the location required and made detailed notes on each branch.

At the end of the day, we knew more about the bank footprint than they did. We knew that a specific branch was inside a grocery store. Another was drive up only. Still another was in an office building and had no drive through service.

Fast forward, we solved a massive problem for the bank. We became keepers of the footprint, not printers. We were critical to their retail operation, not providers of print bids.

How do you think bank executives would manage a sales call asking to price the kits? Is the Johnny Come Lately printer offering enough when he asks to be considered? Will pricing move it? I don’t think so. The bank proved me right too.

I did the kits for years. The printing was significant but pale compared to the fulfillment/deployment. I had no competition for this ongoing, recurring revenue contract. Managing it kept me visible at the very top of the bank.

So how do you see curve balls? Be it a new piece of equipment, a complicated client request or a selling directive from your employer, how do you respond?

Do you see problems or possibilities? Do you ask for more of what anyone can do at a better price or do you invent a solution? The answer really does suggest your readiness for success.

My advice: Swing for the fences when someone throws you a curve. You can only improve your standing. Your team and your client will thank you for it.

Photo? I have no answer. The dude in the center was…surprised. I’ll leave it at that.