Postcard | Mansplaining - Rethink Central

Mansplaining – What it teaches us about customer service

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Q&A August 9th, 2022 1pm Eastern

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Prefer to read? Here’s the transcript:

As you can see, I am filming on a terrace in London. And as you can’t see, but can intuit, there is a videographer attached to this shoot. And that is a wonderful thing.

I have another blog about how I use videographers all over the world to get these delightful Postcards shot for you. But here’s a little backstory.

I’ve been shooting in London recently, and, you know, I guess it was to be expected but I contacted a bunch of people and I got a whole bunch of mansplaining back.

hat is odd about that is I’m used to working in the London film industry. And in fact, for camera guys to explain stuff to me, I’ve run Camera Departments on more than one occasion and I’ve run Lighting Departments. So, it’s not really the moment to do that.

Now, I appreciate that the person who is mansplaining means well. It takes me a lot of compassion, to be able to say that.

Because what I really want to do is whenever someone mansplains to me, I want to hit them over the head with the nearest book. That’s not very useful.

In particular, there was one gent who I had sent off the pitch saying, ‘This is what I need: an exterior shoot blah, blah, blah, natural light. Can you do it for me?’

He mailed back ‘Yes.’ And then started sending me extra addendum mails to make the shoot better, which was him giving customer service. Except, he went from ‘Yeah, okay, I can do that.’ to, ‘Maybe you don’t want an exterior shoot. Maybe you want an interior shoot. When you say you want natural light, maybe I should bring a ton of lights.’

So instead of outside with no lights, he’s talking inside with lights. This is night and day almost literally. – Hmm. That’s not what I wanted. – And it annoyed me. And it REALLY annoyed me.

I found myself typing this huge answer. And then I thought ‘No, he means well’ and how was he to know that I used to run a Camera Department on not one, but two or three occasions. How’s he to know that I probably know more about film lenses than he will ever forget.

It’s fine. I will be brave. I deleted all of the stuff I had to say to him. I stepped back, took a little walk to the kettle, made myself a tea and then I sat down and I wrote the immortal words that if you ever worked in the film industry, you will know so well.

I looked at his annoying email, and I wrote, ‘Thanks. I’ve decided to go another way.’ And sent it off. Which is a very, very polite way of basically telling someone that they can, well, they can leave.

And what I’m telling you about’ – and why I’m telling you – about this today is because that guy meant well. We all mean well for our customers.

But if your client comes to you with an idea that is less than ideal in your opinion, it is your duty to tell them there might be another way to go with it. But do it in terms of the client always thinks their idea is okay.

If I’d come specifically for an interior shoot it makes sense to talk to me about that. I was so clear I wanted an exterior shoot – no lights. ‘Hmm. That’s not a good idea.’

Now, if that was a client who wanted to do something strategy-wise that wasn’t a great fit, I would say ‘You know, we could do it your way, but I think you’ll

get much better results this way.’ And if they still insisted on the other way of doing it, I would suggest either that they go and work with someone else or that we do that in a very small kind of ‘lab’ system to see if it worked or not.

You can always work WITH your clients.

Now, if you are of a gender where people mansplain to you, you know how annoying it is. And you also, if you really try, know that people are TRYING to help. But we can do better.  As business owners, we can do better. We can help better.

I know you would never mansplain to me, and I appreciate that.

So, have a lovely day, enjoy the shot and I’ll speak to you soon.

Q&A August 9th, 2022 1pm Eastern

Next live call is August 9th, 2022.
Come along to ask your questions about launches, strategies for marketing, Masterminds or whatever you're stuck on in your business.

Add your email below and I'll send you the zoom info for the calls. See you there!

Or come say hello on Instagram here.  I microblog daily. 

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