I need help on how to deal with a new internal customer who appears to thrive on finding mistakes made by my new directs. Can I somehow work with this person to build a threshold for bringing negative feedback to my directs and to me?
A little background:
I'm a long-time manager in my organization, but I've recently taken on management of a peer team. I'm 60 days in and surviving thanks to late-night infusions of Manager-Tools podcasts :wink:
I've been following the "Jumpstarting Internal Customer Relationships" podcasts with the manager of my primary customer team (whom I've worked with closely for years.) That new angle on the relationship seems to be going well. I could probably get her support in working with her direct to minimize the unhelpful feedback.
The nagging customer is just one member of this large customer team. The rest of her team will quickly correct small errors when they come across them. I've been using the "Receiving Feedback About Your Directs" podcast for dealing with this customer (taking notes, asking for behaviors etc.). I haven't had to encourage her to take her feedback to my directs as well though, she's been taking it to them for years in the form of returned items with lengthy post-it notes detailing the error.
I'd appreciate any help!