Do You API?

Yesterday, I dropped off my car for service and a few repairs. I had an appointment, and they were aware of what was needed, including a loaner car. When I checked in, they had no notes about my appointment and thought I was just there for a wheel alignment. They did not have a loaner car for me. Even though they had confirmed loaner car availability the day prior.

Immediately, I felt a rush of frustration and negative energy.

They are totally wasting my time this morning. This is a major inconvenience. What the heck??I

At that moment, I had a choice: assume positive or negative intent with the customer service person. 

I had no idea whether the customer service person I was talking with was responsible for this mess up. She was nice, and she wanted to be helpful.

I chose to assume positive intent – that she wanted to help me and figure out this mess.

I put out positive energy, and I received positive engagement back. We figured out a plan that worked. She requested the part needed from another dealer, my car is being repaired tomorrow and there will be a loaner car available for me.

API = Assume Positive Intent

API is a choice. It’s a mindset. Likewise, assuming negative intent is a choice. You’re in control of the moment.

You get to decide how you react and engage. When you assume positive intent, you look for the good in people around you, and you believe they try to act in a way that is both kind and fair. 

Believing Is Seeing.

And, when you put that positive energy out there, you can’t help but get it back in return. It’s circular. It works. It’s amazing. Try it.

Having an API mindset means you’re open to others. You’re engaged without judgment. And you’re starting with the idea that the other person is doing the best they can. As a result, API leads to stronger connections, collaborations and creations.

API Is The Path To Explosive Growth.

When we embrace and lead with the API mindset:

  • We are open to possibilities.
  • We are open to seeing new angles.
  • We are open to learning.
  • We are able to connect and see other points of view without judgment.
  • We are able to listen and really understand without trying to read between the lines to create our own narrative.
  • We assume positive intent of the other person, and that leads to stronger relationships and collective growth.

The quality of how we connect is directly tied to how we support one another and grow together. So take the effort to recognize when you are taking a negative or closed-minded approach. At that moment, you have a decision to make.

Choose API. The energy you emit will influence how the other person responds.

Each day is an opportunity to get a little bit better. Assume positive intent, and you’ll spend more of your day smiling and feeling the flow of positive energy.

About the author

Fernando Borghese

Fernando Borghese is the Co-Founder and Chief Operating Officer at Digital Media Solutions (DMS), the fastest growing independent agency focused on performance marketing. In this role, Fernando is responsible the day to day leadership and management of the company, encompassing all lines of business. He has a successful track record of building high-performing teams that that deliver measurable impact for Digital Media Solutions and its award-winning vertical-specific brands within highly complex and competitive industries. Under his leadership, DMS has achieved incredible year-over-year growth, which has earned recognition on the Inc. 5000 list in 2014, 2015, 2016 and 2017.