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The Sad Saga of Bad Service

4 Comments
  • maria
    Posted at 11:51h, 30 November Reply

    Hello Bob,
    so nice to see you. I totally agree with you, often it really doesn’t take much to make something a little better or, like in this case, to improve your customer service, and yet people still choose not to do it and they don’t even know why.
    Ciao
    Maria

  • Jon Freeman
    Posted at 11:55h, 30 November Reply

    Bob, she might also need hole punch training 😉

  • Carla Calucci
    Posted at 07:49h, 01 December Reply

    Happens in all aspects of day to day life…..giving you the answer of “no hole punch” is the easy and lazy answer. I see and hear this frequently. I too have “solved the issue” by helping the individual “think outside the box”. I look for this when looking for new team members/employees….they need to roll up their sleeves and get the job done.

  • PAUL
    Posted at 11:05h, 01 December Reply

    Good example. I’m sure we all have many like it. When training hospital admitting staff, we remind managers that non-exempt staff will do only exactly what they are told to do. Critical thinking and problem resolution are two skills most of them do not possess. As a manager you must give them permission to do both. I believe non-exempt employees remain non-exempt for a reason; primarily, they do not take the initiative to do anything more than the minimum required. This union mentality of “all for one, one for all” produces many “C players” but no true stars.

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