One of the ideas of the Industrial Age was the use of scripts. Phone scripts, greeting scripts and even answers to common questions became scripted. If there was a way to standardize any form of communication it was scripted and required in the employee manual. I hate scripts.
The company first got the idea of a
phone script from an employee who brought it to the attention of the
management, who proceeded to think he was a boy genius for copying the idea
from various other industries. Soon, this employee grew in popularity and he
recommended the use of scripts to other management. They implemented his ideas
eventually throughout the business.Years later, the company featured constant scripted messages on the computers.
Ironically, the employee who brought forth
the idea of using scripts never practiced what he preached. Meanwhile, the brainwashing continues.
The main reason I dislike using scripts is it
dehumanizes the ability of the employee to be genuine. Listening to someone
ramble through a script is phony, insincere and nobody cares for it. Why
not allow employees the opportunity to be creative
or dazzle their customers? A scripted
response isn’t genuine and it adds no value to your business.
When an organization uses scripts they are cutting
corners towards mediocrity. A script
can be memorized by anyone. It sends the message your business is trapped in
the old Industrial Age mode of
operation. We don’t want mindless robots, we
want to see, hear and feel your passion.
When I hear someone reply with a script,
it tells me you believe your employees are just numbers and the customers are
stuck hearing their ambivalent monotone voice. It’s easy to assume something works
when so many businesses do exactly the same thing. The problem is not one of those business distinguishes themselves by following a script.
Wouldn’t you rather stand-out?
Wouldn’t you rather stand-out?
Unique isn’t scriptable.
Until
We Meet Again,
Jim Carver
Jim Carver
Author: The Legacy of David A. Wells- The Lexington High School
“Band of Gold”
Something Meaningful that Matters!
www.successthroughmusic.com
Something Meaningful that Matters!
www.successthroughmusic.com
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