How NOT to kill a difficult client

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Credit: Retailmavens.com (2012)

Pack your kindness, child. Patience doesn’t cut it here. You know, rule exceptions and all that. You can’t out pretend them, and you can’t out cun them. Any whiff of insincerity can be smelled from a mile away. So don’t even try. There’s a special breed of species that tramples over any purported lens of objectivity demanded of a professional. They’re the perfect blend of your worst monster. Impatient, intimidating, loquacious, demanding, indecisive. The last. Just urggghhhh. They breathe fire wherever they go. No one’s safe, apart from the finance department of tender institutions, and their investors. Hallmark traits? An inflated sense of self and worth. They put the O in Overconfident. The C in Conceited. And the D in Delusional. 

The kind of people you can’t help but daydream of bashing with those dumbbells they have in gyms. Those pink, equally heavy, ones that they reserve for their female clientele. Who are seemingly unable to communicate clearly when their deadlines are, and always call you with breathless urgency that surely no Maasai moran chased by a lion could ever attempt to emulate. There’s always this fine whisk of impending doom sprinkled with a healthy dose of unrealistic optimism that you’d drop everything to serve them. Surely, an hour after they requested for your help, intricate and complex brief aside, is more than enough? Say what other clients? Of course, your office only runs by their business. Miraculously so. Never mind that your bills are too high. And they’ve run through several of your colleagues before they settled on you. Come on, of course they are not the problem.

You know them. They think they’re entitled to your nights and all your weekends. And disappear when it comes to payment. Who always have huge dreams of taking over the world, that surely you must want to hear? And elaborate plans of overcoming all their haters. Don’t even get me started on their status updates. Never, and I repeat, never make the mistake of clicking on any of them. The last thing they need is the motivation of any right thinking member of society. All this is certainly not helped by the fact that they haven’t got a thread of control to their anger. What thread? What control? What anger? It’s a riveting sight. When they are weirdly moved to deny the very things they embody. And their tongues, razor sharp, and quick to accuse, and abuse. They give village grandmothers competition on wagging fingers. To whom it’s all directed, wasted performance it may be? Their absent haters, and business partners who crossed them over. Emphasis mine.

There are people beyond affect heuristic philosophies. Who transcend reflective listening. Whom no zen mind nor amount of uninterrupted venting could ever get rid of the proverbial chip on their shoulder. Who defy every single psychology book you’ve come across. They’re not skeptical of your services, they’re just plain difficult. Sis, how you deal with this cancer of unpleasantness is to put down your club first. Throw that hidden sock dagger too, I saw it. Sigh, we don’t use family heirlooms to commit crimes. The oh so innocent pin in your hijab? Pass it over, sis. Breath deeply through your nose, and… give them the best service you’re capable of. The best advice. Yes, it’s tres painful but you took them on, and you’ve got to deliver your part. Don’t worry, you’re doing it for you babe, not them. Because no matter who is standing in front of you, whether Mzee Shee, Netanyahu, Malala. You never joke around with your work, ever. Let them hate you because of your bills. But let work be the one area they could never open their big mouths at. Okay I take back Netanyahu. Rule exceptions et al.

It’s all too easy to put them in their place, but what’s the point really. I literally cannot summon the energy to give you a scolding. Do go off, you’re the one bit of entertainment in my day. And please don’t try to praise me, or use big adjectives to refer to me. It’s always laid on just a bit more thickly, you know. So unrefined. Darling, please credit me with a bit of intelligence. Of course I’m good at my job, I work hard and pray hard about it. Even that emotional intelligence you’re always harping about. Don’t I try to laugh at your investors’ jokes, however stale? I’m sorry I couldn’t crack a smile at the misogynistic one though, I hope you understand. And no, no amount of eye balling me from across the room will change my facial expression. Even if the millions for your super duper project are threatened. See what I mean, all entertainment.

My fighting days are behind me. How can I fight someone who harms himself far more than he could any of the rest of us? Yes, I’ll sleep less hours doing your work, but I’ll still sleep peacefully. My bridge burning days are long gone. Yup. That I reserve for hypocrites, and friends who have the audacity to betray me.

Ahem, be that as it may, we’re your regular climate change placard carrying, peace preaching queens. And we never ever chase away difficult clients. So uncouth. We just give them the regular ol’ excuse – we’re busy. And no, I’m not fibbing you. You see, we really are busy living unproblematic lives. And we don’t need your negative energy and parsimonious self to disrupt it in any way. Peace.

A fork in the road

Purgatori

Courtesy: Pinterest.com/Purgatori (2018)

I can’t believe it’s been 6 months already?! Who would have thought I’d still be alive. Not just alive, but thrive at the unconventionality of what constitutes my life these days. And how fast these months have fled? It’s been messy, sometimes unplanned, the worst, ugh…perfection eludes me. There have been way more uncomfortable moments that I never knew I had the courage to take up – it seems like half of these past 6 months, I dissemble, a majority of these months I have lived outside my comfort zone. It has been  exhilarating, I must admit. And my old friend, boring, well, I don’t know when she will ever come back into fashion.

Entrepreneurship embodies everything that I never knew I wanted out of my career – to be independent, illimitable, lawless. Has it been though? If I’m honest, I have been brought back down to earth more times than I would care to admit, that comfort zone eludes me. And my favourite pose when I’m working these days is to hold my chin in one hand, waiting for that disruption to my day, because I have learnt that that is the one constant I can count on in my life now.

It is against this turmoil that a recent offer to merge, which ordinarily I would never consider, became extremely tempting. And I’m appalled that my first thought of it, was hurray, freedom. You see, jumping at this opportunity would be the ultimate betrayal of everything that I believe in. Who else would take up these ideals, and this dream? Where else would we have an all-women led firm? Well, at least one with me in it. And yet, if I rejected it, I’d pass up a potential buffer with my nemesis – clients, people, my emotional battery depleter.  How could I carry on doing this when my fantasy beckons?

And that familiar annoying voice within me reminds me of everything that I hold dear, of that road most rarely taken I have always dreamt of traversing, and what difference it has made for travellers who’ve trodden down its trails. But it will take me years to get to my boring, am I prepared to suffer that much, any longer? And what am I suffering for? Is this my purpose in this world? The pursuit of independence, financial security and, gasp, stature, eminence, vanity? Distinction in the dearth of my kind? Is this what I seek? And yet, another voice interrupts, what of those little girls I have always wanted to mentor, to whom I wish to serve as a presence, if not a model, in this field, to whom I wish to provide a comfort zone, to clear the vines on these tracks so they don’t have to. What about them?

Logic and pragmatism rules me. It reminds me to keep my goals in view- success, abbreviated, but within my range now, diminished strain, don’t I want that? It entreats me to be sensible, to keep the stars in sight, victory at the clasp of my hands, that the means matter little when the goals are attained. Isn’t that what I believe in? Winners or Losers, and no in-betweens? Behold my dilemma, a battle between the rational and the idealist in me.

It is painful to decline the offer before me, it is even more painful when fog surrounds these footpaths. But I cannot betray myself. After all is said and done, I never want to look back at a life where I know that I took the easy way out. I want it said that I took the untravelled road, those muddy unpleasant trails, and I may or may not succeed, but I perished trying my damnest to make things work out. And it won’t be a pretty story, but at least it won’t be an ordinary one. It has made all the difference in others. And I hope that I will join them in those hallowed hallways someday. And if I don’t, you know what, I gave it my best shot.

My loves, only God knows where this road leads. And if I don’t get to that promised land, I hope my mistakes shine a light for whoever is behind me to keep off those treacherous vines that doomed me. And wherever it is I get to reach, I hope I never ever think that that is all there is to this. That my toils count for nothing. It’s so easy to forget to enjoy this journey. To take a time-out and look at the bigger picture when things don’t go according to plan. And I have to write it down, growl it out every morning, beg with all my being that it stays at the cortex of my mind. That my hereafter far transcends this world, and every goal, path, dream of mine must align to this. And my journey must reflect this reality. To do good, no matter what, where, whom. That I never forget that all this is evanescent and fleeting. And the fact that I gave it my very best should be enough for me.

The least traversed path is my path, it is the path of the true traveller in this world. That this is what should be familiar to me. This is my comfort zone, the discomfort. No matter the censure of this entire world, we have to remember that a life far much bigger than this awaits us all. I hope I never forget that my loves – my Lord, please help me never to forget it. As to those forks in my road, there is no choice is there really, but to take them all.

The beauty in difficult clients and partners

Hasn’t this year started with a bang! It seems like it was just last week when I was yearning to resign from my job and open my own business. Just yesterday when I was looking for office space and furniture, and simultaneously advertising myself and services, shamelessly so. A hitherto oft disdained practice. And here I am, tying up loose ends, paying up rent and signing new contracts to establish myself.

And my clients? As difficult as human beings come. And partners who oppose my every move, and chide me for having dreams too big. Whose arguments sharpen the edges of my ideas and clarify my goals for our future. I feel challenged. I love it all. I take a deep breath every morning in wonder. How did I get this lucky? That we have businesses asking for our advice, and no one has complained. And who recommend us to colleagues and friends. About our services, no one has complained!

And besides business, I have dived head first into voracious academic readings. And to exercise, when the last I attempted it was in high school, more than 10 years ago. I feel pulled apart. And I still want it all. I once read that my deadliest sin could potentially be greed. And that terrifies me,  because it embodies my life as I know it now. I try this, I shift here, I think back, I move forward. If I’m honest, sometimes I get tired of moving. And I remember where I was last year and laugh like a lunatic. These are my problems now. That these are my problems! Alhamdulillah.

But I can’t completely live in my head. I have people to relate to now. And for as long as I can remember, I have always detested the art of making social niceties. It has invariably appeared a too inauthentic business to win me over. Smiling too, kills me. And now, not only do I do all these with aplomb, but I further absorb my clients’ energy, positive or otherwise, and offer back encouragement to revert with more issues to resolve, professional or otherwise, urgent or otherwise. I feel like a professional shrink. And I must admit that every such episode exhausts me. But I grow every single day. I learn about my profession, and the complexities of human nature every day.  I recall, with nostalgia now, a challenging and fulfilling experience I had interacting with a client. Who having expressed pleasure at the services rendered and nonchalantly directed to be billed forthwith, complained to my partner after I had directly so followed their instructions. And my instinct was to take out the business money I had used to render these services, and return the rest back to them, to shame them into recanting my alleged injustice to them. But I had to understand that that is part of human nature. To never be satisfied with everything. And you know what, I don’t fight it. I accept it all.

But it leads me to question this path, and these days, thank God, I tackle this psychology and emotions business with complete sangfroid. Am I in the right field? Am I a business woman? Or do I want to be a humanitarian? Is money my motivation , because to be honest with you, I don’t place as much value to billing than I do to the quality of service that I give to my clients. And the value addition it has facilitated in their lives. And I also realize values, inconveniently so, do not always align with a quest to accumulate wealth. And so again I ask, do I need to look at other career options? Or should I hire someone to look after my wealth, and pray for honourable clients and the easing of my partner’s mien and attitude towards my ideas. But isn’t that too easy?

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Courtesy : Bukky Asehinde, bellafricana.com

I’m laughing here writing about this- these are my problems. That these are my problems! How beautifully my Lord has honoured me.

And so as I attempt to discipline my wants and needs, I fail miserably. I mean, even my duas are greedy. I must admit that I do get embarrassed sometimes, of always asking for it all from The All-Prevailing One. And when I give in to those voices and restrict the breadth of my demands, I still ask for the most untraditional of dreams. I do wonder if I have lost my mind sometimes. Is this what happiness does to someone? This manic flare of melodrama? My dearest readers, I highly recommend it.

A Kingdom of Dreams

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Courtesy: Della McGee, dellamcgee.com (2017)

I have been advised, without enticement, that starting and succeeding at a business in these times is a provocation not for the faint-hearted. Invariably, the faint-hearted was always directed, with a look, at my person. I have forgiven them all their impertinence. Really, who is to know what meaning I give to my challenges? You see, mine have always been dreamy opportunities. Haunted, unwise, unattainable, potentially fatal, but so breathtakingly beautiful.

As I look back at what I have accomplished, and what I failed at these past months, I never imagined how profoundly grateful I would be at the mention of this year. A year whose ebbs have pushed me to attempt to succeed at something before I’m ready to, a coup my enemies would salivate over.  The loss of a job, the gain of new friends, the loss of hopes and the birth of new dreams. I remember at one point this year, my goal was to get out of bed and greet myself with love. Because I couldn’t stand myself and my life, let alone other people. And now ? I surely feel like I have discovered a new vista, that I could soar and conquer new lands. I believe I’m no one, I believe I’m someone, that can reach everyone. You see, I do think these dreams might be the death of me.

The idea of being my own boss, running my own agenda, at my own time, setting my own standards, beggars description. Of having to answer to myself, my most critical, loving, and inspiring of mistresses. Of dreams that I had long buried, whose living I would attempt now. Watered by management books I have read when I have not, yet, employees. Of inspiring stories of masters – Nietzsche and Newton and Hawking. Of foreign languages I need to master in 2018. And readings and exams I must not just pass, but excel at. Of people I have met, and business cards I have printed, when I do not yet have an address. Of people I haven’t met yet, the gaps in my dream. Of running out of my comfort zone.

Of academia goals so vivid, I already have my students’ names. Me, when I can barely remember friends’ names. And financial freedom. The sweet smell of independence. Of strong relationships when I loathe social gatherings. That I can overlook those bickerings and callings to account in light of this brevity of life, and focus on loving. I take that back. People mastery will be deferred until further notice.

And my office? I can handle a small cubicle, that’s how excited I am. Just as long as it’s a space I can call mine. And the stress, oh what beautiful stress. And deadlines that spike up my adrenaline and remind me that I’m alive. Of disappointment and failure that is part of my contract with life. And triumph. Of profit making, in my business, and non profit making, as I embark on my long held dreams of fighting injustice and being a champion of the weak in this world.  And a mini-me that I’d raise to be the most accomplished and supremely confident woman she could ever be inshaallah. A potential merger of my life and career goals. And a good akhera that would put to shame the amusements and plays of this world. I’m in raptures at the thought of it.

And one prayer. That I never forget on my finest days how desperately indebted and in need I am of my Lord, as I do on my worst days. To shower me with the courage to face my own private kingdom of dreams. A world so alien, yet so familiar.

The road less travelled

I did it. I woke up one day and decided that I was tired of hearing myself complain about my life, and I checked out. Just like that, I was off. And that, to me, is the most significant step towards a new road, to mentally decide that life isn’t worth it if I have to wake up every morning, dreading to attend to a position that I have always wanted to have. And interact with constituents that I have always wanted to serve.

The Mara, 2017

The Mara, 2017

As I take in the beautiful sights of this vast wilderness in these dotted plains, I’m reminded that there are much bigger things to think about. Much bigger things to worry about than where my bread is buttered, as long as it is buttered alhamdulillah. Much bigger things to scream, cry and be joyous about. And much bigger roads to dream about.  I leave bittersweet, in grief for the friendships that I have made, and the bonds that I must break. And in anticipation of a joy that comes from one released of chains most strong, that of the most sublime and insidious of pessimism. Of ideas and attitudes that I was forced to confront. How I have grown in these times, between two loves, between two extremes. What profound lessons I have learnt.

Mzee Shee's home, Lamu County, Kenya (2017)

Mzee Shaa’s* home, Kenya (2017)

How could I not miss talking to the Mzee Shaas* of this world who in the most starkness of lives still reminded me to have hope in humanity? Whom, when faced with strange faces and nothing guaranteed of tomorrows, still dared to offer me, the first time he ever met me, his only meal?  You wouldn’t believe his disappointment, when I dared decline ! And as he relayed his life’s explorations, of harvests gone south and children gone left, and a chief’s camp a lair of fear, he still had hope in the future. I was severely reminded of what blessings and privilege means, in this most unequal of societies. And of the prayer in gratitude. And the faith in my Lord, The Bestower of Honours, The Rewarder of Thankfulness, The Nourisher, who has shaded me and my family from burdens I can only imagine.

To cast myself in the wilderness and embark on a path that many have taken and lost, and few have taken and triumphed, is a challenge. But the thought of it makes my heart sing. It’s not the novelty, but the immense challenge of what life seems to be asking me. So you think you can do it? And I laugh in abandon, me? You wait and see me now.

And the thought that my 3 a.ms., that most faithful hour, my bosom friend, will be spent charting this new road is exciting beyond life. Is this what addicts seek? Because I feel drugged. And inspired to give a lecture in psychology-life, not substance abuse I would start. The thought of this new road makes me feel as if I’m floating in dreams. I feel alive, and it has been rare to breathe that this year. A year that I have felt stifled, and I have shown up. And I have felt disrespected, and I have stood up. And I have felt intimidated, and I have been brave, by the grace of Allah, The Greatest Name. But I have been so so tired.

And so as I embark on this road most rarely taken, I inhale and relive the words of the late Maya Angelou :

You may write me down in history
With your bitter, twisted lies,
You may trod me in the very dirt
But still, like dust, I’ll rise.
Does my sassiness upset you?
Why are you beset with gloom?
’Cause I walk like I’ve got oil wells
Pumping in my living room.
Just like moons and like suns,
With the certainty of tides,
Just like hopes springing high,
Still I’ll rise.
Did you want to see me broken?
Bowed head and lowered eyes?
Shoulders falling down like teardrops,
Weakened by my soulful cries?
Does my haughtiness offend you?
Don’t you take it awful hard
’Cause I laugh like I’ve got gold mines
Diggin’ in my own backyard.
You may shoot me with your words,
You may cut me with your eyes,
You may kill me with your hatefulness,
But still, like air, I’ll rise.
Out of the huts of history’s shame
I rise
Up from a past that’s rooted in pain
I rise
I’m a black ocean, leaping and wide,
Welling and swelling I bear in the tide.
Leaving behind nights of terror and fear
I rise
Into a daybreak that’s wondrously clear
I rise
Bringing the gifts that my ancestors gave,
I am the dream and the hope of the slave.
I rise
I rise
I rise.
Maya Angelou, “Still I Rise” (1978)

And as I straddle the two extremes of deranged excitement and restrained expectations, I have no choice but to rely on my most faithful, constant friend. My lord, The Magnificent, The Generous, The Watchful One, The All-Comprehending One, The Satisfier of All Needs, The One and Only God. He has never disappointed me. Never.