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What We Have Here Is A Failure To Communicate

What We Have Here Is A Failure To Communicate

I had a problem with my Pitney Bowes postage meter at one point, and the repair guy said, “Yeah, this was tooled wrong. It’s nothing your doing or even this machine, the part was made wrong.”

“No one realized?”

“Oh, we told them right away in manufacturing, but they refused to listen to us.”

In your clients, marketing, sales, manufacturing, R&D, and other operations often don’t listen to their own field people (or customers). There aren’t established avenues to do so, and/or they don’t trust each other. If you want to create “best practices,” open these lines of communication, by force if you have to.

You don’t think it’s vital? Remember those engineers trying to stop the launch of the Challenger because the knew the O-rings could leak?

© Alan Weiss 2016

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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