I'm talking the mentality that says " that's not my job so I'm not going to do it, it can stay undone", or "that wasn't my mistake so I care not that its late and I could fix it right now for you - I have 48 hours to action that", or " I don't want to deal with that so I'm going to put your call through to someone else".
Mistakes happen, that's human nature, but for the sake of all of our reputations mistakes should be acknowledged and fixed as soon as possible, it's often how you deal with mistakes that makes your rep more than when you get things right. In big business sadly it's a faceless, anonymous game where you're not even a name to the person on the other end of the phone so there's little motivation to extend yourself to fix things up. And following you is someone else who cares even less about the effect of the previous department's stuff up, why on earth would they put themselves out to rectify when their guide says they have xx hours to get their job done. Service level agreements are the bane of my life!
In small business, you're talking right to the person affected, and they know your name, and even better - you care - so you get it done & fast. You take ownership of the problem and you don't drop it until its done. There's simply no one else around to fix it; the buck stops with you. And this is the way it should be.
Equally, there's no job description that defines who's job it is to take the bins out or wash the dishes, so you take turns, you get it done.
And lunch breaks are a luxury, especially an uninterrupted lunch break without phone calls or questions. It's e way of the world. There's simply too much to get done and only just enough time to do it .
So, to all those in small business, I salute you and your positive attitude. If I want something done, and done right, I'm looking at you.
No comments:
Post a Comment