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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!

Question:

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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