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Saying no can be a key to creating an experience

January 4, 2020
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Welcome to the DNA of an Experience Podcast from Cloud App where we discuss how and why creating experience is so important and the psychology behind what makes an experience so great. Thanks for joining us. Good morning. Today I want to talk a little bit about the art of saying no both to your customers, yourself and your co workers. This is kind of based off of fast company article that Scott Smith, the CEO of Cloud Up, contributed to. I thought I had some really interesting insights and thought I’d bring in some of the only things that I’ve learned as well. So starting off, Um, I think one of the cool things was starting off with your why this was from Nick Martin, CEO of Joe Coffey. He sounded. He said, If you find yourself trying to talk yourself into an opportunity or reevaluating waiting, reevaluating the principles for decision making that I’ve gotten you this far double down on your why and I think this is something that I’ve really tried to do is kind of committing to a strategy on the, Really not evaluating it, um, you know, weekly, but really committing to how you’re growing things how you’re gonna layer things on. And that can really help. You know what to say no. To, um, I’ve heard from a lot of friends who have gone to some tech companies, both here in Utah and then also in the Bay Area, who were really frustrated when their companies would change their strategies every few months. And it would be like if we feel like we had put all this effort into a strategy and then, you know, we had changed that so quickly. Um, that’s maybe one thing that I there’s kind of maybe a middle ground between enterprise and start up where startups, you can kind of move quickly and adapt. Um, but maybe those air smaller things to a larger strategy, um, so committed to that strategy and then being able to know you’re why you’re doing that and that will kind of help lead to saying no to new things that may come up. Um, that can also at coming from adobe and then also here at cloud app. I think we stay committed to a customer driven product road map. But if you’re always seeing, yes, two people wanting new features or benefits from your product. You’re never gonna catch up. There’s never changes you can make. You’re never gonna satisfy everybody. Um, You know, hopefully you’re making the changes that will satisfy the masses and will bring value to the most amount of people. But chances are updates you make that really make certain people happy will maybe anger other people. So you really have to, uh, um be able to kind of delay. Yes. Um, say, you know, that’s something that we are really focused on in the future. But at the moment, we’re working on a few other pressing issues. Um, stay tuned type of thing. And when you’re really up front and honest with people, your customers like that, I think it brings a new level of experience for them where they kind of feel a little bit more ownership in your product. Um, and people from my experience really respect when you’re honest with them like that, where, um, you can say why you might want not want to focus on a certain product update or not. And I really found it cool to see companies that put their road maps up on like public trail oh boards. Cloud App does that. I’ve seen a lot of other companies do that where you can literally just log into a trail aboard and see kind of what’s coming up next. Um, the next way to kind of say no is, uh, Niles Matisse in CEO of Minute, which is a smart home alarm Said is to really reflect on the objective. So, uh, you know, time is money, especially when you’re a CEO or or leading a team or something. Every decision you make really takes a toll and opportunity cost on other decisions that you could be spending your time on. So rather than look far ahead in the calendar for some white space, uh, Niles ask himself whether he would want to take this meeting tomorrow, and he says, If the answer is not, then I probably won’t want to take it in three weeks from now. So that is how he’s kind of leading his ability to say no to people. Um, what? And then, ah, Martin, Nick Martin came back again and said, um, that you need to not get distracted, which is something that I mentioned, um, staying the course and really trying to double down on things that are are working well and things that, um being able to cut things that aren’t But they’re all part of, ah, larger strategy. So you’re not totally changing a campaign or a strategy. You really just changing little pieces of it and testing pieces of it That can really help you to know and stay focused and be able to say no. Um, Sarah Raffa, who Cofounded coterie, which sells and delivers party kits. Um, she says she recommends setting boundaries and sticking to them. Um, sometimes, you know, that coffee meeting could be a quick call or that call could be an email. You can use tools like Cloud App to shoot a quick video to eliminate that meeting. But really like looking your calendar and wondering if if you really need to be in that meeting, Um, this is something that was really valuable for me at Adobe is that I’d get pulled into a lot of meetings and it started kind of dominant my calendar and I started to kind of look at those meetings and wonder if I actually really needed to be there or if I could, um, have a team member Go for me. Who? Who could kind of, uh, we could, you know, divide and conquer, or if I didn’t really need to go at all. Um, or if I could just kind of reduce that meeting. One thing I loves doing. Waas If I had a meeting, especially if it was someone that I worked with frequently, Um, I do 15 or 45 versus 30 and 60 minute meetings. So you’d be amazed at how quickly you can cut down on your time spent in meetings by doing things like that. And recently, um, some data that cloud app pulled in a survey that will be coming out in a couple of weeks was that the average U. S based office worker spends about two hours a day in meetings. So finding ways to cut that out, um, and reduce as much as possible can really be helpful. I also love doing standing meetings to reduce those things. So, uh, that can really help you. You know, really? Managing your calendar and knowing what is really valuable with your time can help you to say no. Um, Scott, the CEO of Cloud App said, Remember that you don’t always have to deliver a hard No, if it seems like a good fit, you can ask your team to investigate it, uh, and then kind of come in later on. If there’s an opportunity to be delegated and kind of expand the pie a little bit, then that can also be helpful. Um, and he says, also, you’d be surprised how easily you can delay certain opportunities. Um, so there can be something that’s like, You know what? I really do want to invest in this conference or this speaking opportunity or this collaboration or partnership, But we just don’t have the resource is right now. Can we keep this warm and chat in six months? Um, just kicking it down the road and keeping in touch and not totally saying no to those things, but more like a no. Maybe I can, uh, no, not right now, but no, yes, potentially in the future can be really helpful in improving that experience for yourself and your people you work with Roman Calista, CEO of Nutrient, said it’s a weird opportunity to learn you might decline an opportunity by saying, Unfortunately, my team can cannot focus on can only focus on building the product and use your feet feedback in the moment. Um, but by playing your cards right, you’re opening yourselves to feed back. There might be a witty, better way to spend my time now on the other person and still convinced me that the meeting will bring value. Um, one thing that we love to do here cloud app is a screen recording tool that enables instant business communication. And any time I get a sales pitch, which is several times a week, if there’s one that I think might be interesting, I reply back to them and I say, This looks interesting. Why don’t you record a pitch for me using cloud app and show me and kind of how your product works or how this service works? Um, and then I can evaluate further and that way. For me, it provides an opportunity for exposure for the product, but also it kind of weeds out those who are kind of just sending out an automated e mail and trying to get engaged that way with the people that are really putting active effort into selling to your company. Um, and that’s proved to be pretty successful. So I think, you know, there’s a lot of value that could be gained by saying no to, uh, customers to employees, Um, teammates and even yourself sometimes definitely stick to a strategy, be invested in that and kind of have an understanding of the broad goals and re evaluate every quarter or annually, depending on your size, and then be willing to kind of delay things if you see there’s an opportunity and definitely delegate. So I think those things have all been helpful in learning how to say no to those things. And hopefully those and anything that, um, I get suggestions on in the future can help each of you to learn how to say no and take more control of your calendar and your strategy. Have a great day and we will talk again soon. Thanks. Thanks for joining the DNA of an Experienced podcast. We hope you learn something that will help improve your collaboration and enhance the experience you create for your Customer. Join the collaboration 2.0 movement today by getting cloud app; the instant business communication tool used to create instantly shareable videos, screenshots and GiFs perfect for both internal and external communication. Get started for free at www dot get cloud app dot com. Thank you. Look forward to seeing you next time.