Patrick Shaw’s Weblog

I’m a guitar player -and when I’m not here at the office, I occasionally play for local musicals. Last week, I was a substitute guitar player for "Big River" (it’s a terrific show - Huck Finn set to music!).

Anyway - being a sub means that you don’t have a lot of time to rehearse with the rest of the band -and that can be challenging -they’ve been playing together for several weeks, and they have learned the rhythm of the show, the cues, and, more importantly - have worked out some nuances of musical language that help them communicate quickly and in shorthand.

So - on my first night, the piano player gives me the signal to start a song, and I did. And she whispers a musical term to me which didn’t resonate -she wanted a slightly different kind of guitar chord - so I played a variation. I was still the only instrument playing - and it was NOT what she was looking for! She tried another term, and I adjusted again - and that didn’t work either! By then, though - I’d played three different version of that chord - and I knew what was most likely the chord she wanted, so I played it. Whew. And the show went on!

During intermission, we chatted about it and had a good laugh, because here’s the thing: She was telling me exactly what she wanted, and I was playing exactly what she asked for! But - because of the subtle differences between the way a guitar player approaches a chord and the way a piano player approaches a chord, combined with a different set of musical influences, study and experiences - our terms didn’t match.

And that can easily happen here at work, too. Many of our customers use words and descriptions that are particular to their practice - whether fund raising, serving customers, helping manage their volunteers and more. And we have to assimilate that information, and turn it into a database that works, or a website that renders. So a "top donor" or a "soft credit" or a "housing report" or a "rotating image" or a "calendar" can all mean different things to different people - and we have to find a way to make sure that we’re all talking about the same thing!

Here are a couple of music inspired tips for better listening/interpreting/translating when working with customers:

• Take time to learn a bit about the people/agency for whom you’re working - you’ll get context that will help you translate better. In music, a jazz guitar player is likely to play a chord in a very different way than a rock musician - and knowing that in advance can help you arrive at the same spot!
• Don’t be afraid to try something new. I had to hit three chords before I landed on the right one -and I didn’t have time to stop the show and have a lengthy conversation. You can adjust your language and terminology on the fly. Asking "is this what you mean?" can be effective and attractive - and can help you keep your project moving!
• Seek transparency in your communications. "I don’t know" is a great answer if it is true. It’s even better if you can follow it up with an "I’ll find out!". If you aren’t sure - ask. Musicians (and customers) want you to get it right, and will take the time to lead you in that direction if you’re open.
• Be honest about your capabilities. I’m not very good at sight reading music, and I told the band that right away. That enhanced, rather than detracted - that gave them the information they needed to support my work. It bears repeating that it’s far better to exceed expectations than it is to miss the mark!
• Practice helps! I still have a lot to learn about music, and even more to learn about how to help nonprofits use technology effectively. But I won’t get better at either by osmosis. I need to practice the tools of my trade. That can mean reading, coding, being an end user, paying for help and more. People rarely advance by resting full time.