5 ms·
Sorry, but employees don't care that customers don't care that the company is sorry. In other words: you're right, but frontline employees are rarely motivated
by IsaacL 14y ago
Sorry, but employees don't care that customers don't care that the company is sorry.
In other words: you're right, but frontline employees are rarely motivated or trained to solve small issues in outside-the-box ways like this. At some places they're actively forbidden to do anything outside the officially approved way of doing things.
- evanhamilton 14y agoGreat point. That's why company culture is important - you need to have frontline employees who care. Probably not going to happen at the bakery, sadly, but something you CAN build into a startup.
- drharris 14y agoThis is definitely the cause of such situations. Yes, changing the routine might only cost a quarter, but the end employee has no reason to want to go out of his way to help; he is compensated for standing there each hour, not for finding creative solutions to problems. Now, assuming it is actually an employee who cares, we deal with the assumption the manager/supervisor will actually allow people to step outside the box. In my experience, this is a non-starter. Managers and supervisors at places like this tend to be the original front-line employees who weren't able to actually get out of there, implying that they also cannot think outside the box.
- deleted 14y ago[deleted]