Who’s to Blame?
September 15, 2009 by Yuval Brisker
TOA and Harris Interactive just conducted a nationwide survey to understand the ‘waiting problem’ better. To see what real effect it had on peoples lives…
One of the questions asked was: Who is to blame for keeping you waiting at home or for not arriving on time…is it the field employee (technician, driver, delivery person) or is it the company that is employing him. What was the overwhelming answer?
Very few people blamed the actual person delivering the good or the service. The majority cited the company as the chief culprit in late arrivals. Why?
“The Cog in the Machine Syndrome” strikes again.
The delivery person, the technician, the service person… if they are reasonably nice… they are humanized.
In fact, they are also a victims of your organization. They don’t make the rules, they don’t provide the technology and the tools. They are just the messenger. People aren’t stupid. They KNOW that. So why kill the messenger? It’s not his or her fault. It’s your fault. You the company executive that decides where to spend the money those very same customers provide you with every time they buy, every time they use your service. You have a chance to hear and heed the cry.
Remember: The revolution will not be televised.
