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"You bend a policy here, you expedite an order there, you bubble an issue up to a manager. A natural, caring organization designed to create passionate customer
by larrys 14y ago
"You bend a policy here, you expedite an order there, you bubble an issue up to a manager. A natural, caring organization designed to create passionate customers stretches and bends."
While it is possible it is also extremely difficult when you have a large legacy workforce.
For whatever reason the people who work in those jobs are cut from a particular bolt of cloth.
Changing that is extremely difficult and assuming they have the requisite intelligence and skills to operate differently is a stretch. Examples that you could point to that have successfully done this are most likely limited to a) companies formed from the start with a certain attitude (say zappos) or b) companies who have enough profit margin in their products to pay and motivate people better and take the hit for wrong decisions (say Neiman Marcus, Coach or name your luxury brand).
- wpietri 14y agoI don't believe those people have been cut from any particular bolt of cloth. I think those people all started out as cute babies and lively children. I think they all had hopes and dreams. I think they have been trained to not give a shit. Often, for years. What people learn can be un-learned. Saying that "changing it is extremely difficult" is exactly how companies get into that situation. Gosh, it's difficult to give good service, and we can get away with giving people the brush-off, so we'll just give people a script to read. The solution to laziness in the organization's past isn't to renew the organization's commitment to not doing hard work.