Tolerate Negligence
© Copyright Frank D. Kanu 2000-2008
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
Technorati (All Links are external): bad experience blog consumer complaints dissatisfied customers negligence seth godin shopping signature step 2 - know the sins!
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.htmlTags:
bad experience blog consumer complaints dissatisfied customers negligence seth godin shopping signatureTechnorati (All Links are external): bad experience blog consumer complaints dissatisfied customers negligence seth godin shopping signature step 2 - know the sins!
This blog-entry is protected by a digital fingerprint:39d4abc1301c0d452a1572571c5a52c8
08:53 on Wednesday, March 12th, 2008
I am looking forward to learn if other people have different views…
09:14 on Wednesday, March 12th, 2008
you are so right - and Seth’s story is perfect!
09:50 on Wednesday, March 12th, 2008