Most things in life unfold more slowly than we realise. They creep up and change, sometimes becoming unrecognisable from how they started. Very few problems arrive suddenly or without warning. Most slip under the radar, maintaining the status quo just enough not to draw attention. But if you look back, the warning signs were always there — you just ignored them.
Take a house, for example. Over time, without constant maintenance, it starts to look rundown. Or a job that seemed great at first but, after a few years, you find yourself with more responsibilities, yet no matching increase in pay.
“Scope creep” is a reality for every consultant, agent, or freelancer. The task you signed up for slowly expands, but the cost estimate stays the same.
I joined a dynamic company when it had only 26 employees. The leadership team was made up of young guns, eager to leave their mark on the business world. They used innovative distribution and compensation models to attract small to medium-sized brokerages onto our platform. Early on, we landed a big one — a brokerage with a long legacy of excellent service and personal relationships built over many decades. The father passed the business to his son, who continued to build and maintain it with the same level of care.
From the time we started until I left the company 12 years later, by which point we had over 200 staff, that brokerage remained our largest and most profitable partner year after year.
In the early days of negotiating the deal, one of the conditions the brokerage insisted on was two boxes of photocopier paper per month. It seemed like a small ask, so we agreed, and every month they received their two boxes of paper. A few years later, during a meeting, our accountant raised the issue, suggesting that it was time for them to buy their own paper. With a casual wave, our CEO gave the go-ahead to cancel their paper supply.
Little did we know, this petty move nearly jeopardised the entire deal. By then, our competitors had caught on to our model and were courting the brokerage, trying to lure them away. They called a meeting with our senior team, expressing their disappointment. That seemingly trivial decision to stop supplying the paper had eroded trust, and the whole relationship was at risk.
Thankfully, our team came to their senses and reinstated the paper supply, as per the original agreement. The relationship was saved, and to this day, the brokerage remains with the company.
The lesson? Without understanding the original context of a negotiation, it’s easy to lose sight of the nuances that make a deal work. We often forget the terms we agreed to at the start of a relationship, project, or task. Only when we look back can we remind ourselves of the excitement and promise we felt at the beginning.
Over time, that initial joy fades, and the routine sets in. But it’s up to you to tap back into that original excitement to keep things moving forward in a positive direction.
Have a great weekend and remember to be generous! 😄
As always, thanks for reading. 🙏
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