Is it the same for you – it’s a struggle to understand my cable bill. Another example – when I call to make a service appointment for my car, I regularly sit on hold for 10+ minutes listening to a canned message about the dealership’s exceptional customer service. Truthfully, I don’t care if they have an on-site barista when they don’t answer the phone!


Do little things you do contradict the values you think your organization has? Pay attention this week. What about voicemails? Turn around time? Clarity of information? Etc.? A value is not a value until it’s a behaviour….even in the smallest things. What does that mean for you? Any changes coming?

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