Last evening, I was watching an online program and
it brought back some painful memories about customer service and everybody involved.
During the program, the restaurant business was
going badly with customers dissatisfied with their dinners at a frightening
rate and when the server was asked if it bothered him. All he could say was: “You have to learn to not let it get to you
personally, in order to work here.”
LEADERSHIP BEHIND GROWTH
Have you ever witnessed the collapse of a process,
organization or department day after day?
I have and it hurts. Perhaps
even more frightful is the fact that it’s accepted and appears to be all that
is expected of people. That is truly sad.
I’ve watched an organization attempt to improve
processes to a point and the internal power struggles often resulted in management turnover. Each time it happened, the end result weakened with
less service. The bigger the
organization grew the less control it had and the outcome became the norm.
We use to joke that if the service offered today
stopped, we wouldn’t see much of a difference. That’s how bad it was.
WHO CARES?
I attempted to let my thoughts be known, because I
cared and have seen far better service. My comments weren’t appreciated and
fell on deaf ears. The management style is stuck in this “see no, hear no evil” mode and basically the biggest fear is “not being the person to stick their neck out.”
The fear of opening a can of worms might prevent the career climb of the
ladder, so they invite the typical downward spiral behavior.
There comes a point in time when you must protect
your own sanity. What it should have been was a realization it was time to find
another job.
PARALYSIS BY ANALYSIS
When you witness an organization so dysfunctional
that it fails to follow its own blueprint; there’s
no hope. I often talk about how easy it is to accept mediocrity, but this
behavior is beneath mediocrity.
Poor leadership with growth and denial is a huge problem. The
end result is always the same. Everyone who partakes loses.
Some know it, some don’t get it and some-
really don’t care!
Which are you?
Until
We Meet Again,
Jim Carver
Author: The Legacy of David A. Wells- The Lexington High School
“Band of Gold”
Something Meaningful that Matters!
www.successthroughmusic.com
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