Recognize Value with Appreciation

Katherine, an Account Executive, and Emily, a Software Development Manager, are on their way to a meeting with a prospect. The prospect's engineering team has evaluated Emily's technology in a pilot project. The project has frustrated Katherine because it has gone longer than planned and has taken more of Emily's time than expected. She wonders how Emily feels about the program, keeping her outside of her comfort zone for so long. How would Emily react if they lose the deal? How would Katherine manage that?

Emily feels nervous. She has developed an excellent rapport with the pilot team, almost as good as the rapport with her team at work. However, she has control over her team's work product, while she only influences the prospect's pilot team. She also expressed her concerns to the team about the challenges of integrating her company's technology. What happens if Katherine loses the deal because of those challenges? How would she react? How would Emily deal with it?

Katherine asked Emily, "How do you like working with the pilot team?"

"I love working with the team," Emily replied, "And I'm concerned about some technical problems with the integration."

Katherine asked if any of these problems were insurmountable. Emily said no, but resolving them would take more time than their prospect would like. Katherine said, "This pilot has taken a lot more time than I expected. Thank you so much for the energy and attention you've put into it, Emily. I know it hasn't been easy," she said.

Emily acknowledges Katherine's appreciation. She felt like she could share her concerns. "What if the problems I pointed out to the team cost us the deal?"

Katherine replied, "Those problems alone shouldn't impact the deal. You said that they could resolve them. If that costs more than they expect, we'll negotiate a solution."

Emily felt a surge of relief, envisioning helping the prospect's team resolve the challenges. "Whew, thanks! I am so worried about losing this prospect!"

Katherine laughed, saying, "That's my job, except I worry about what it takes to turn the prospect into a client."

Katherine and Emily meet with the pilot team. The team looks serious, even grim, to Emily. The project manager said, "Emily brought many technical problems to our attention in the last meeting. We reviewed the entire program, because no other potential partner has these problems." Emily had a sinking feeling.

The project manager continued, "Our review found that your competitors had technical problems that they either minimized or did not disclose at all. We need a partner we can trust, and appreciate Emily's direct honesty, as well as her impressive technical skills. We will unanimously recommend your technology to our executive task force." Emily looked astonished. Katherine shook her hand and held it to show her appreciation. Katherine expressed her gratitude to the team. "We look forward to a productive partnership," she said. Katherine and Emily's company won the business and began a great relationship with their new customer.

Show appreciation for efforts that overcome obstacles and resistance to reach goals.

When has appreciation paid off for you, either giving or receiving it? Please share your story in the comments below! We also welcome your questions, suggestions and challenges in the comments.