I love spontaneous, real-life moments of primility that lead to a perfect outcome.
I experienced one earlier today.
Thought I’d share, on the eve of a very important day …
Launch day beckons
Tomorrow, we are launching The Showrunner Podcasting Course over at Rainmaker.FM.
Jon Nastor, many members of the Copyblogger team, and I have been hard at work on getting it ready over the past handful of weeks.
By the way, if you are interested in the course, go to http://showrunner.fm and join the wait list. Only people who have joined the list will be eligible for the pilot launch, which will offer significant benefits (including a much lower price) over waiting for the full launch later this summer.
One of the final issues that needed ironing out tonight was how support would be handled.
I had it in my head that all support requests should bypass our help desk and come directly to me. My thinking was that I didn’t want to burden support with additional questions about a brand new product that will have its kinks, plus I wanted to have immediate knowledge of any pain points people in the course are experiencing.
I mentioned this to Kim Clark, our VP of Customer Experience at Copyblogger — one of the most respected and wise voices in our company.
She made me realize that I was trying do too much and attempting to reinvent the wheel of a well-oiled machine.
Pride can sometimes masquerade as humility
We have an incredible support team that is experienced in handling new product launches. They don’t need me trying to save the day.
Frankly, it probably would have created more work and several inefficiencies if I took on all of the support requests, because I would not have known how to answer questions like billing and account inquiries.
Plus, since the Showrunner Podcasting Course is built on the Rainmaker Platform, which is our own product, our support team will have a good idea how to solve 70-75% (if not more) of the snafus people come across — and they surely will have more clear, concise responses than I would.
I hadn’t realized it, but my pride had actually gotten the best of me. Even if it came from a generous and in some ways humble place, pride was still sneaking in there and leading me to a thought process that was inefficient, ineffective, and incorrect.
What I needed was the dose of humility that Kim calmly and kindly provided.
What she explained reminded me indirectly of the old adage “Together, everyone achieves more.” This isn’t my podcasting course, it’s our podcasting course, and there was no reason but rampant pride for me to expect anything other than everyone playing their normal part. That’s what teams do.
The inevitable right solution
This story has a happy ending.
Kim and I settled on a plan that would give me access to all of the Showrunner-specific support requests in the Help Desk, so that I can keep tabs on what customers are experiencing. Plus, we agreed that I would answer pre-sales questions, since those are the unique requests this product will bring that I will be most qualified to answer.
The perfect solution.
I knew we’d get there as soon as Kim and I had the following exchange. And I kid you not, we must have hit Enter at the exact same time, because these messages hit my HipChat window simultaneously:
As I commented next: Well isn’t this a primility moment. 🙂
I immediately thought of the post I wrote a few weeks back commemorating my two-year anniversary with Heather.
I’ll paraphrase the part that ran through my mind:
What I have learned … is that when you think and act in a way that puts the other person’s interests first, daily life is so much better. When this is in place, and in balance, my self-interests are being looked out for, and her self-interests are being looked out for … but we’re not doing it for ourselves; we’re doing it for each other. And there is a next level of joy that comes from genuinely wanting another person to feel happy and fulfilled, and taking direct and intentional actions on a daily basis that contribute to it.
What’s true in personal relationships is true in work relationships as well.
- I was humbly focused on not burdening support (albeit in my own misguided way), Kim was humbly focused on me not taking on too much, and we both wanted what was best for the customers.
- This was combined with my prideful willingness to do whatever is necessary to make this launch a success, and Kim’s pride in her team’s ability to handle the burden of supporting a new launch.
Pride and humility were balanced on both sides, and it led to the perfect solution.
I’ve seen this happen so many times in my life that it never surprises me anymore when it does, but I always try to recognize and appreciate such occurrences, so as to make them more likely to happen in the future.
Because they don’t happen by accident.
Intentional self-awareness leads to the kind of self-determination that inspires individuals to pull in the same direction for a common goal.
And teams achieve a lot more together when that is the case.
Have you had any recent instances of primility leading to the perfect outcome in your own life?
Flickr Creative Commons image via Kim S