I love to see years of training put to good use, especially where employee appreciation is concerned.  The account below is based on actual interactions between one of my long term clients (A COO of a health care company and hard core Warrior) and his Executive Assistant (a raging Romantic). I enjoyed this story so thoroughly that I had to share it with all of you.  I hope you enjoy it as much as I did.  The following is an actual email I received.  Only the names have been changed to protect the innocent.

Sarah, my Executive Assistant (an 8 on the romantic scale), is sitting in her office.  I walk by with a Specialist (Alison, my former assistant).

Alison:  What is wrong with Sarah?

Me:  Is there something wrong?

Alison: Yes. She does not look right.

Me: I will find out.

I finish what I am doing and walk into Sarah’s office

Me: Are you okay?

Sarah: (Never looking away from the computer screen) Yes. I am fine.

Me: (Dave Mitchell training) Are you sure?

Sarah: (Never making eye contact) Yes. I am fine.

Me: (Dave Mitchell advanced training) Sarah, you don’t seem okay.  Are you upset with me?

Sarah: No.

Me: (Dave Mitchell training for 10 years) If I have done something to upset you, I would like to make it right.

Sarah: (Still never making eye contact) No. I am not upset with you.

Me: I have time now to talk but will not have time later.  If you need to talk to me, I am ready to listen.

Sarah: (Now making eye contact and beginning to cry) Okay, let’s do it before I lose my nerve.  Let’s go to your office.

Once in my office with door closed…

Sarah: Can we just start with you holding my hands for a minute so I can get the courage to say what I want to say?

I hold Sarah’s hands (Dave Mitchell training coming into play big time!)

Sarah sits.

Me: What is the matter?

Sarah: I know you say we can talk to you about anything, and I believe you, and I know that it is true, but it is still very hard.

Me: I understand. Please tell me.

Sarah: It all started when I first came here several years ago (Dave Mitchell training, Dave Mitchell training, Dave Mitchell training).  I came here from Nordstrom’s where I made good money for me, but it was stressful.

I, the Warrior, now realize this conversation is about compensation and could be solved in less than 30 seconds, but because I am a well-trained Dave Mitchell student, I sit patiently and nod my head.  I lean forward to listen as she goes on.

Sarah: I was happy at first.  I enjoyed the people I worked with.  My stress level was lower.  I knew that, over time, I would work my way back to the right level.  Years went by, and I saw other administrative people be hired who were not as good as I was and had less responsibility.  I endured this unfairness and just told myself that my time would come.  Then, I was given the opportunity to support you.  It’s the toughest job of all the admins, for sure.  Not because of you, but because you are so busy.  I was told I would get a raise, not by you, but by others, and I did.

I wonder to myself how much she makes, what she wants to make, and what the raise amount was.  Will there be any numbers discussed in this conversation?

Sarah continues: I just had my review by Matt, and he told me you said I was doing a good job.  I thought this would be it. I would finally get back to where I was at Nordstrom’s.  I was disappointed, however, when he told me I was getting a 3% merit increase.

Sarah begins to cry.

I can see that she is deeply hurt by this.  Because of what I have learned through my years of Dave Mitchell training, I do not cut straight to the negotiation. Instead, I ask what brought this to a head for her.

Me: Sarah, was it the performance appraisal?  You are doing a good job.

Sarah: Well, we are hiring new admins, and I was asked to put together the requisitions for them.  I noticed that their compensation was greater than mine.  They are only managing one of your direct reports.  I am managing you and Matt, and helping with others.

She goes on for another 10 minutes.

During the first sentence of what she said, I begin to agree that she is making a very logical and fair point.  She should be paid the right amount, her request makes perfect sense.  HOW MUCH DOES SHE WANT?

I finally interrupt, as my patience has now expired knowing that I only have another 10 minutes before a series of meetings is scheduled to take place for the rest of the day.

Me: Sarah, I’m sorry to interrupt (Dave Mitchell training or my mother; I can’t remember who). How much do you currently make?

Sarah: $41,000 per year.

Me: How much was your raise when you became my admin?

Sarah: $55

Me: How much was your merit increase?

Sarah: 3%

Me: How much do you want to make?

Sarah: Well, when I was at Nordstrom’s…

Me: Sarah, how much do you want to make?

Sarah: $50,000 per year.

Me: Done!

Sarah: What?

Me: Sarah, you made a good case.  What you laid out is completely reasonable, and you have not been treated fairly.  I am sorry for not paying more attention to this for you, but honestly I have more important things to worry about.  So I am glad you brought this up, because I would never have known.  Good job.  I have 10 minutes to get this done.  So if we are done here, I can have this resolved with a quick walk down to HR to confirm a few things.  I will then return, ask you to fill out the requisition, and I will sign it.  Okay?

Sarah: Okay.

As I am rising from my chair to run to HR, Sarah stops me.

Sarah: Can I just give you a hug?

Me: Sure, I like hugs.  Make it quick, though.

And that is why I log nearly 200,000 miles a year to laugh and learn with wonderful professionals around the world.  Warms my heart!

Share this