When The Truth Hurts

by Jeannie Walters

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Sometimes it’s difficult to be honest.

I was reflecting about some of the ways the truth hasn’t set me free. Here’s the truth:

Sometimes clients don’t want to hear the truth. They want to hear they are great. When it’s your job to tell them they are losing touch with their employees, customers and marketplace, it’s tough.

Sometimes employees don’t want the truth, either. Coaching is only effective on those who are willing to be honest. If someone can’t hear the truth, they can’t change it.

Sometimes prospects want to hear the wrong truth. More than once, I’ve lost an opportunity because I told my truth – your problem won’t be solved overnight, your budget won’t work, your internal resources won’t support this type of initiative. If they are hearing another type of story from someone else, they want to believe.

Sometimes we all need to hear a half-truth. Ask any mother about the truths they hear from their adoring children and you learn quickly it feels better to hear the glossed-over version.

Truth is not an absolute in most cases. We must address it honestly moment-by-moment. It’s not easy.

Looking back, however, I still feel ok about the choices I made – lost opportunities and all.

Photo credit Rev. Xanatos Satanicos Bombastico via Creative Commons

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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