Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sun Sep 23, 2007 3:02 pm Post subject: Arrogance, An Invitation To Discussion
In a recent post Matt wrote:
MattFMN wrote:
I don't think it is a feeling I would want to go away. If it truly did, I would fear I've become arrogant. I may not want the client to sense I have this fear for fear that they may pick up on it and then fear my services may not be all that good....since I fear that I may have not performed a reliable and complete repair.
I feel we've all been there, probably at the very beginning of our careers...or at least towards the beginning of our lives (remember doing chores or tasks for your Dad?). We do everything by the book, or exactly as we were told, or just plain bent over backwards to do everything perfect (doesn't exist, right?)...and then the "true" result occurs. It's wrong, it isn't perfect, it has failed. Here we poured our heart, soul, sweat, and good will into this job/deed/task...and it feels all for not. Not only that, but it might have also triggered a frustrated, if not angry, response from the person to whom you performed this action for!
So, I guess the question becomes...is this a learned reaction, such as the example I just gave above. Or is it a sign of PRIDE? It may be both, but I'm leaning towards the latter. What are your thoughts?
I think Matt’s answer is very good. I picked up on the work arrogance because I think it makes an excellent point that could be discussed. The word arrogance has come to have an extremely unfavorable connotation. This is particularly true in politically-correct situations. It’s said a politician may get by with anything, except arrogance.
Truly we are all arrogant, taken to the extreme. Assuming I will take my next breath or wake up tomorrow, is arrogance. It is also necessary, if I am to plan as best I can, for the future. This is a socially [politically] acceptable form of arrogance. What is not acceptable, changes based on who we are speaking to and even the time in which we speak.
In practice the appearance of arrogance is more with the listener than the speaker. For instance, a person who does not understand may think a speaker arrogant. The concept that the Earth revolved around the Sun was once considered arrogance. The thought that men may one day walk on the moon.
Technically, arrogance is having an exaggerated sense of one's own importance or ability. I believe true arrogance is rare. Far more common is a concern over being thought arrogant. This is often taken to extremes, limiting valuable exchange of information. For example a person that achieves a notable accomplishment may be less likely to discuss it, for fear of being thought arrogant. A person performing a noble or heroic act may feel they should not speak of it. In my opinion, this is very unfortunate. Speaking of what has been accomplished, by definition, cannot be arrogant.
We are responsible for our actions and words. There may always be a minority that will misinterpret words. We may be sensitive to this, but I do not believe we can be responsible for other’s misinterpretation. To do so limits the free expression of information to the majority that will understand. Rather than assuming the worst, the listener [and society in general] might be better served to question rather than accuse. In that manner the flow of information is not impeded.
I think there are few things as humbling as the pursuit of continual improvement. No person that understands the concept would ever likely be arrogant. They as much as any realize how little is truly known at all?
Joined: 17 May 2007 Posts: 38 Location: New Iberia, La.70560
Posted: Thu Sep 27, 2007 5:21 am Post subject:
Hi Louis,
I think the last sentence of your post is profound. Humility comes when we realize how little we truly know.
Matt has done a wonderful job of describing what I experience. I would like you to talk more on "How do I judge the quality and sucess of my work?"
How much money the shop makes is not enough for me. I'm aware of shops that make money that don't do great work.
In another post you wrote of three questions that you asked yourself. Trying to answer the questions has caused me to consider firing myself!
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Fri Sep 28, 2007 6:22 pm Post subject:
Hi Mike,
slimmv wrote:
Hi Louis,
I think the last sentence of your post is profound. Humility comes when we realize how little we truly know.
Matt has done a wonderful job of describing what I experience. I would like you to talk more on "How do I judge the quality and success of my work?"
Those are extremely insightful questions and difficult questions to answer.
First is judging the quality of your work: Deming defined quality as a product/service that helps people and enjoys a sustained market. This may fly in the face of conventional thinking. He was quite specific to point out that quality is NOT "gold plating." Making something more expensive does not make it more useful, nor enhance its quality. For instance, the porcelain mug from which I am drinking to me represents quality. It is durable, holds my coffee perfectly and the image on it is to me attractive. Making it of Bacharach crystal would not, to me, enhance its quality.
The same applies to automotive service. In my experience quality is what the client defines it as. Basically exceeding their needs for a price that represents value. This may change from client to client and even from visit to visit for the same client. This was quite important to me, and included in the original five commitments I made to my company.
True measurement of this aim is difficult. I use a formula of “dollars spent on marketing to maintain a three-day backlog.” The more satisfied my clients, the more they return and refer others, so the lower the amount. This measure may not work for others, but it is the type measure I think could be applied. Testimonial letters and emails, donuts brought in by clients, clients openly singing our praises all mean the same thing.
Question two, judging success is perhaps more personal. I feel, on a business level, it must involve profit. A business without a profit is not a business; perhaps it’s a hobby, but not a business. The exception might be a building business that loses money for a while in order to gain far more in the future.
On a personal level, success could have any number of meanings. Many define success as having all the things they want. I feel this is a very self centered view point. The best definition I have been able to come up with is, “Doing all of the good of which one is capable, while treating people somewhat nicer than necessary.”
slimmv wrote:
How much money the shop makes is not enough for me. I'm aware of shops that make money that don't do great work.
Also there are shops that make little money and do poor work. Money alone cannot be the sole measure, in my opinion. Without consideration of ethics, money means little. “What does it profit a man to gain the world . . . “
I think it is also important to not loose sight of the reason for producing quality. Quality reduces cost and increases earnings, both of these are profit driven. If a company loses money to produce quality the business model should be closely examined.
slimmv wrote:
In another post you wrote of three questions that you asked yourself. Trying to answer the questions has caused me to consider firing myself!
God Bless You!
Mike V
Now that would be a problem! Thanks Mike, you bring out excellent points. It’s nice to have you on the forum.
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Now that would be a problem! Thanks Mike, you bring out excellent points. It’s nice to have you on the forum.