April 30, 2012—Issue #136
This week’s focus point: Never assume that one instance of poor service represents the entire organization or its leadership. If you were the owner, wouldn’t you want to know about poor performance at the customer level? Inform leadership and allow them the opportunity to improve and make restitution. At a restaurant last evening I felt I owed it to the owner to inform her of a really poor and rude server. When a CEO told me he was tolerating an executive vice president’s brutish behavior with people because “that’s the way he is and he brings in business,” I informed the CEO that the employees assumed he approved of the behavior and actually prompted it because he did nothing about it. The CEO was speechless, and a week later the vice president was gone. Isolated behavior (a bad day) is one thing, but consistently poor behavior and the reaction to it is a true test of organization values. What kind of behavior do you exhibit and/or tolerate?
Monday Morning Perspective: History shows us clearly that humanity is moved forward not by people who stop every little while to try to gauge the ultimate success or failure of their ventures, but by those who think deeply about what is right and then put all their energy into doing it. — Murray Gell-Mann in “The Quark and the Jaguar”
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© Alan Weiss 2012. All rights reserved