October 6, 2014
This past week I learned of some behavior that quite frankly I was sorely disappointed in. Not to go into too much detail, but basically it was a case of someone not preparing as well as they should have and of course they didn’t see it as their fault. Then the lack of planning on their behalf turned into an expected emergency on behalf of everyone else. Even though they had not planned as well as they should have and didn’t have any excuse not to, they expected everything to be changed to accommodate them. The consequences for everyone else didn’t matter to them, that was clear. In the end, a lot of people were impacted negatively by this sense of entitlement.
That kind of behavior and sense of entitlement is pretty common in today’s world but it’s something that quite frankly I don’t relate to too well. Perhaps that comes partially from the painful realization that if you get kicked enough times from walking behind a horse perhaps it’s not the horse that’s the problem!
Ray Hunt, a very well-known horseman, said that the horse is always right. For some folks, that’s a tough pill to swallow because they think it’s the horse that’s the problem. But then I have to ask who is supposed to be the smarter species – humans or horses? Well, in some cases that may be questionable! But if we’re supposed to be the smarter species, then of course the horse has to be right because we should know better, and ultimately it’s our job to make a better horse in our training.
Along the same lines, in sales there’s a well-known saying in the service industry that the customer is always right. In any customer relations business, it’s the representative’s job to make sure that the customer is satisfied. It doesn’t really matter whether or not the customer is really right. It just matters if they’re happy. Satisfied customers is essential to good business.
In the end, it’s not about who’s right or wrong. It’s about the bigger picture and finding ways to improve. Of course in order to get to that place, you first have to consider the possibility that maybe you’re not as right as you think you are. That’s a foreign concept for some folks. We live in a world of having to be right all the time and being offended.
Too often as a writer, I often analyze folks to try to understand where they’re coming from. The sense of entitlement and tendency to blame others is something that I’ve spent a lot of time mulling over. The only conclusion I can come to is that I’ve got horse… and be careful when you walk behind him!