This blog post is technically related by nature but not by content.
We have spoken about this issue before, but the business community at large is still not listening.
As a service provider or a product retailer, which should encapsulate all businesses, your number one concern, priority, and purpose is to relate, appeal and please your client or consumer base. PERIOD.
Furthermore, I do not care where you are placed in your managerial hierarchy within your company, what your name badge dictates, or email signature signifies, you are a Customer Service Representative. As high up as the President and CEO of a company, you exist because of your consumers not in spite of them. Your title is only pertinent and reflective of your internal company role not your external company role.
This blog post is inspired by a recent experience of mine, in which I was told by the “General Manager” of my apartment complex that she could not guarantee that the maintenance men would take their shoes off before entering my living room to fix my air conditioning unit (which has been broken and “fixed” 4 different times.) You cannot promise that they would take their shoes off? Why not?
She responded that they report to the “Maintenance Manager” and he reports to her. What?
Does there have to exist such a disconnect in a management interface?
She should have agreed to my simple request and responsibly made sure the “Maintenance Manager” was aware of my concern. A simple phone call would have alleviated any potential problem.
It is amazing how something so simple can mean so much to your customers, and yet be so hard for businesses to comply.
Well, my lease is up soon, and my check book reports to my pen and my pen reports to me… looks like I have a disconnect of my own.
A related video you may find interesting: