2005
A Visit From Afar
C H R I S L O N S D A L E & A S S O C I AT E S LT D . Copyright 2005, Chris Lonsdale
A Visit From Afar T his is a story that many people working in the corporate world in Asia can probably The executives head off and, with some difficulty, arrange meetings between Foreign relate to. It comes from an international firm, Bigshot A and their clients. This is quite difficult with operations in Asia, but could easily have to do because their clients are busy people come from any firm in any part of the world. and really don’t see much value in meeting It was recounted to me by someone who had with Foreign Bigshot A. However, they just witnessed the process below. The story understand the importance of relationships was told in a totally matter-of-fact way, with and so agree to the meeting. little or no cynicism. The dry humour, of course, is palpable. Now, Local Bigshot B forgot something quite important before sending the executives off You will know that, every few months or so, to meet with these most important clients to big international firms with operations in Asia set up meetings for Foreign Bigshot A. He will have a visit from a very senior executive forgot to ask Foreign Bigshot A if he (or she) out of headquarters – generally the U.S. or had any other plans, or any other particular Europe. It could even be the CEO or Chairman. reason for visiting Asia. And, of course, there We will call this person “Foreign Bigshot A”. was another reason. A conference, maybe, or some other activity. Now, every multinational with operations in Asia also has a local head of the business. A short time after the last executive has This person we will call “Local Bigshot B”. It’s successfully arranged meetings for Foreign important for Local Bigshot B to have face Bigshot A, an e-mail arrives saying that Foreign with his (or her) bosses from afar. Any visit Bigshot A has other agenda items so can’t be from an important person is a great opportunity available at the times arranged by the client to show what’s been going on. To be seen. executives. Local Bigshot B now has a whole To be noticed. lot of meetings set up with important clients, and these meetings will no longer work. When Foreign Bigshot A decides to make a trip to Asia, Local Bigshot B thinks that he The next step is to try and retrieve the situation. 1 really should do something to impress Foreign Local Bigshot B immediately sends out a notice Bigshot A. So, he calls all of his best client informing the executives of the change of executives into his office and instructs them plans, and asking them all to speak to their to set up meetings for Foreign Bigshot A and clients to rearrange the meeting times. Now, their very best clients. you will understand, these meetings were not
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A Visit From Afar at all easy to set up in the first place. The the only problem was delay dominoes it could clients are important and busy people. be fine, but there is an added dimension.
Nevertheless, the executives are brave and Foreign Bigshot A, for some strange reason, enterprising people, so they set out to do their decides that it is important to talk to the clients very best. Many succeed, and although there about things that have little interest and no is some attrition most of the meetings are bearing on their own needs. Things like a rearranged. reorganization in Foreign Bigshot A’s home market, or a merger, or some other issue that Then comes the day of reckoning. It’s a day is clearly topical for Foreign Bigshot A but with meetings packed so tightly that any which leave the client wondering “what’s the slippage is going to be the beginnings of a point?” And, even worse, “you messed my disaster. Of course, you can’t control the schedule around and then you were late! For traffic, and if there’s more than one person this?” involved in anything there is bound to be slippage. The day of Delay Dominoes begins By this time, of course, Local Bigshot B knows in earnest. Somewhere along the line a meeting that he is going to have very sore feet. That ends late. This means that the next meeting happens when you shoot yourself in the foot. starts late, which means that a very busy client He is, by and large, wishing that he hadn’t is in the office waiting for this meeting (which bothered to set up these meetings. The has ALREADY been rearranged once or twice) attempt to look good in front of Foreign Bigshot and Foreign Bigshot A is LATE. It’s definitely A has backfired, and damaged relationships not a good idea to disrespect your clients in with the most important clients. And, at the this way. end of the day, Local Bigshot B is judged on how well his business serves his clients. As you can imagine, the client is not at all happy. Clients don’t like having their time After Foreign Bigshot A moves on to other wasted, especially when they have important markets, Local Bigshot B decides that he had things to do – like running their own business. better try to repair the situation. He starts This goes on through the day, each meeting making personal calls to the firms’ most starting later than the last as the dominoes important clients in order to apologize. knock each other over one-by-one. The 5 minutes late at the first meeting becomes 15 The sad thing is, it’s far too late. Many of them by the second and 25 minutes by the third. don’t even return his call. By the end of the day the handlers are in a 2 complete sweat, wishing that teleportation Things will get better when some time has was already invented. passed, but the whole process leaves you wondering if there isn’t maybe a better What’s worse is that strong client relationships way? have been ruffled by this lack of courtesy. If
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Originally published 2005-03-21 · Legacy CMS article #7092