Friday, March 22, 2013

Somebody is Everybody's Customer!

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.”


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.


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.


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!
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