Sensible

Jobber Group
Jul 28, 2017 · 3 min read

Here’s a scenario for you:

You’re walking down the hall with a basket full of laundry when you see a huge (size of a dime) spider on the ceiling above you. What do you do?

The opposite of sensible is throwing the basket of laundry at the spider, retrieving a can of hairspray and a lighter, and preceding to burn your house down trying to kill the spider.

If you’re a Sensible person:

  • you exhibit good judgment;
  • you are considered reasonable;
  • you are not impractical;
  • you are thoughtful concerning how you make decisions, basing them on facts and experience.

Sensible co-workers are the level-headed saviors of our companies who know just what to say before the rest of us try to burn the whole place down when we see a “spider.”

Josie

Believe it or not, within a few days of Juno being born, we’ve added yet another bundle of joy to the family in the form of Josie. Welcome to the world both of you! And here’s a little story about Josie the Sensible.

There’s always the tendency in business to point fingers when a problem arises. It’s easier than taking the blame, especially if it’s related to a client. No one ever wants to admit that we were the reason the client couldn’t log in today or couldn’t complete a major transaction because of something we did or didn’t do.

Josie’s team of account managers are on the front lines when customers call in with issues. Today’s issue was particularly sensitive in nature as it involved the leak of very confidential information. A leak like this has put other companies out of business. And all fingers pointed to the technology that Josie’s company provides.

The account manager for this client immediately turned white as the call started. There were many starts and stops to his attempt to ask questions and get more information. From what could be gathered from the yelling coming across the line, their systems had become immediately vulnerable when Josie’s company’s technology suddenly rebooted. In that time the client discovered a breach where sensitive information of all their customers was apparently being leaked.

Josie noticed the frantic actions of her account manager and immediately made her way and joined the call. Josie introduced herself as the senior account director and asked who she was speaking with. Once they had established a little rapport, Josie, while typing a message to the engineering lead, asked several questions about everything happening right before the breach.

Listening intently, while reading a diagnostic message from the engineering team about what occurred, Josie heard something from the client that all of sudden sparked an a-ha moment. And Josie the Sensible, using her experience and the facts at hand, provided a very clear and practical answer as to what happened.

Part of this answer assured the client that their information had, in fact, not been leaked, as there was always a backup security layer in place to prevent such a thing. Because Josie relies on the facts and never jumps to conclusions, she’s able to see clearly the problem, and solution.

How many Josie’s have you known in your career who always seem to save the day? They’re our daily superheroes, calm under pressure, no fake news to report, just assuring and reassuring everyone that it’s all going to be ok.

Elements by Jobber Group

The Elements of Personas told through stories of those who work around us

Jobber Group

Written by

Elements by Jobber Group

The Elements of Personas told through stories of those who work around us

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