The Rules of the Game

Our family likes to play a card game called Hand and Foot. Like most card games there is a list of rules. We even customized our rules. We call them the Sedona Rules because my mom taught us the game after learning it from her friends in Sedona. Whatever mom says goes.

When we teach someone the game, we tell them the rules. Well, most of the rules. We usually rely on our memory, so some rules get left out. We don't do it on purpose. It just happens.

The new player usually says, "I can't remember all those rules." We reply, "Don't worry, you'll catch on."

That is good enough for some people and the game begins. Some people jot down their own notes to help them remember and we deal the cards. And some new players express fear. They don't want to start playing when they don't know and understand the rules. When that happens we say, "Let's play a practice round." That usually reassures the new player.

Of course, once we start playing, the rules we forgot to mention come up. That is usually met with, "You didn't tell me that!" That becomes the excuse when the new player loses a round. As we go along, the rules become more clear. After a while the new player does "catch on." 

How does this relate to business? It is important to assess what your customer needs from you. Do they want all the "rules" or information from the start? If so, spend the time needed to help them get comfortable. Do they want to move quickly and not be distracted by too much information? If so, be prepared with a condensed version of the most important information and back that up with something they can refer to when they are ready for more.

Fun can be part of it, but business is serious. It is not a game, so don't expect your customer to "catch on" as you go along. It is your job to be certain they have the information needed to make decisions. It the customer's job to make decisions. They will base those decisions on your information. Do your job well and most likely your customers will do their job well. 

And unlike a card game, everyone can be a winner.

Image is original art by Barb Gordon. Please do not copy.