I engaged a Person A and a Person B for some contractual work in two different cultural contexts. The difference in the way they approached their jobs intrigued me. Even more so because Person A’s fees was around 50 pounds and Person B’s over 500. Obviously with Person B, my expectations were much higher and the job far more critical.

Person A’s approach I would describe as ‘personal’. She was actually trying to close a deal for me for more than a year now. Though the payment is based on a closed deal, the amount of effort she had to go through for over a year with deals going half-way and not materialising or falling through seemed to me far beyond what one would expect within the scope of such work. But not even once did she tell me that she was doing more than what she is expected to and not even once did she ask me for compensation during the year. In fact, she paid certain bills that I was due to pay without asking me to pay her first. Her attitude impressed me and made me think about the relationship I had with her in terms of trust rather than in terms of contractual agreement. I also thought to myself that I would pay her more than what we might have initially agreed. I suppose that’s how you feel when someone goes above and beyond.

Coming to Person B, the experience was exactly the opposite. I would describe the approach as ‘transactional’. Not going into much detail I would say that the focus here was on the number of hours worked or billed, and not on ensuring that the spirit of the contract, which was to deliver up to my standard, was honoured. To deliver in a way that it delights or makes the customer finally happy even if it means working more hours is what Person A did. That is my personal approach too because ultimately I am more concerned with the fact that my work is appreciated rather than that I am paid more. Many times I have even been gently scolded for this but I don’t think I would like to be like Person B. If anything, Person A made me see the merit of the personal approach even more clearly, to not count minutes and pennies... And even if one is looking at gain, I think Person A will always profit more in the long run because I will keep going to her and I will recommend her services to whoever will ask and I will be there for her should she need me for anything anytime. However, my first interaction with Person B is also my last. Short-term gain maybe, but long-term loss.