"Frank's skill in asking the right questions is un-mistakable, and is at the core of his leadership philosophy.

The power of these questions cannot be underestimated, especially if you want to lead and not manage."
—John Cave
Westhaven Worldwide Logistics

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Tolerate Negligence

One employee’s negligent behavior will always reflect on the whole company. By negligent I mean careless, inattentive, or somehow inappropriate to the situation. The number of consumer complaints about careless employees has increased over the years. Companies should be mindful of this because dissatisfied customers react—usually by taking their business elsewhere.

    Think about how you change your shopping behavior after you’ve had a bad experience with an employee. Yet many companies do nothing to fix this. And don’t think negligence is always about ignoring the rules. Sometimes it’s about following the rules a little too closely. Seth Godin provides a perfect example of this in his blog: a customer who’s been banking at the same branch for 70 years has her signature routinely checked whenever she goes in to cash a check.7

Are you thoroughly checking new (and old) employees?

Are you keeping an eye on your teams activities?

7 http://sethgodin.typepad.com/seths_blog/2005/08/clueless.html external

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Three other Opinions:

  1. Abe
    08:53 on Wednesday, March 12th, 2008
    I do think your right on the spot here.

    I am looking forward to learn if other people have different views…
  2. Cecilia
    09:14 on Wednesday, March 12th, 2008
    Frank

    you are so right - and Seth’s story is perfect!
  3. Ada
    09:50 on Wednesday, March 12th, 2008
    Unfortunately as you rightly stated, too many companies are not worried about customer satisfaction as much as they claim to be, they interpret it as one lost customer, big deal.

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