We have all made a request of someone and received the response: “I’ll do my best”.
Probably the first time you received this reply you were encouraged, believing you would get what you needed and when you needed it. But in a large number of cases I am guessing you were disappointed with the timeliness and the end results. In fact, this answer rarely gives you what you want by the time you need it.
There are three main reasons why “I’ll do my best” is one of the worst responses you can get to a request. First and most importantly – it tends to end the discussion. As the requester, you literally are unable to ask for more than someone’s best. Secondly, you may think that you have a commitment that you can rely upon, but in reality, you have nothing. Lastly, the performer has no strong incentive to make sure that the work is done by a particular date – after all, there is no “date” and s/he can always say “well, I tried”. Let’s take a look at each of these in a little more detail.
The response of “I’ll do my best” functions as a negotiation stopper. Consider the situation where you ask your coworker or employee to “complete the report by the 1st” of next month. If the response is “how about the 6th” and the two of you negotiate an agreement of “the 4th”, you can be reasonably assured that you are likely to have something on the 4th. On the other hand, if the response is “I’ll do my best”, or its friend “I’ll try my best”, not only do you not have an agreement; you most often do not even have a counter response.
You may be thinking that you have the performer’s commitment to “do their best” in terms of quality of work effort, output, as well as the delivery schedule. But isn’t that implicit – after all, how many people will respond to a request with “Well, I’ll give it a half-hearted attempt” or “Perhaps I will try to get that done for you – perhaps not”. The “I’ll do my best” does not give you any specific date by which you can reasonably count on the work being done. This approach leaves you as the requester with “managing by hope” – where you are in the unsatisfying position of “hoping” that the work will get done as expected.
Shifting to the performer’s viewpoint, the “I’ll do my best” response does not imbue much incentive to track the work effort or even get the work completed. This response does not create the focus, concentration, and energy to get the job done in today’s overly busy world. It is far too easy to let the assignment slip or not fully complete the assignment – after all, the performer never really agreed to do it; they only agreed to “do their best”. By contrast, when a performer has negotiated an explicit delivery agreement, they have a much higher stake in the situation – their promise is on the line in a public way. The performer will feel the stress of that commitment with its specified date and will stretch to make sure it gets accomplished – often by being creative and/or accomplishing something they were not sure they could do. Conquering challenges is one of the primary engines of job satisfaction.
Below are three starter recommendations that can change the work norm of “I’ll do my best”:
- Convert Requests into Commitments. While obvious, this is more difficult than it might initially appear. Here are two starter points to consider:
- First of all, the requester has to establish an agreed upon specific delivery date and not accept the mushy “I’ll do my best” response. “I’ll do my best” establishes a non-beneficial relationship between the requester and the performer. Performers who are reluctant to make a firm commitment or who often make too many commitments undoubtedly believe they have very good reasons to reply with “I’ll do my best”. Managers need to understand and draw out these reasons, understand and validate them, while at the same time emphasize the requirement and benefits of making a firm commitment. This “pushing” for a commitment reflects a different management style and, it should be said, requires a measure of personal courage.
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- Secondly, requesters need to shift the dialog to a negotiation. Saying, for example, “I know you will do your best, but it would be helpful to each of us if we could establish a firm completion date” provides the performer with some control and gets them used to the idea of negotiating specific commitments. Over time, as trust is built between the parties, negotiations can evolve to true counter-offers as in “I hear that you can get it done by the 8th, but what would be necessary for you to get this done by the 6th”. It bears noting that adopting a relationship with the performer that allows for, and encourages requester-performer negotiations may require a substantial cultural change in organizations bound in strict hierarchical norms (i.e. where the boss gives orders).
- Accepting Failure. It is likely that commitment phobia is caused by excessive punishments for failure. Organizations that treat failure as an excuse for punishment and not as an opportunity for learning and improving their processes are doomed to create people who are unwilling to take risks. At its heart, making a commitment is taking a risk. If you find widespread commitment phobia – take a look at your company’s behavior with respect to “failure”.
- Tracking Commitments. Finally, having some type of system that tracks commitments is vital to making a commitment based organization work. When performers know that commitments are tracked they will put in the necessary energy to keep their commitments.
Virtually all organizations today are afflicted to some degree with the costs and inefficiencies of the “I’ll do my best” culture. A growing number of case studies, however, show that changing these norms has a direct and nearly immediate impact on improving the organization’s performance. It is called “Commitment or Promise-based Management”. The practices associated with this relatively new management theory lead to clearer accountability, better visibility into execution, increased employee engagement, and more trust. These ideas are starting to gain a foothold in today’s management circles, and we here at 4 Spires are doing our part to advance the conversation.