Recently, I was trying to take care of some logistical items for a client that was very import for one of the businesses I consult for. There was a lot going on that day and I was being pulled in multiple directions. I was told the HR person had what I needed.¬¨‚Ä† Turned out she didn’t. No problem in and of it self. She did, however, know who to get in touch with to take care of what I needed done.¬¨‚Ä† I asked her if should could arrange for it to be taken care of since I was dealing with some other issues for our client.
Did she do it? Of course not. “That is not my job,” she told me. I was surprised by this. It wasn’t as if she said she was buys (she wasn’t) or that she didn’t know how to do what I asked. She simply said that it was not her job and that she would not do it. So I ran around spending over an hour to find out how to take care of something this person knew how to take care of but would not do because it was not her job.
The result is that the company and their client suffered.¬¨‚Ä† There was no excuse for this and it need not have happened. Unfortunately, that was part of the culture at this business. I didn’t consult for them long. They have the wrong attitude toward their internal staff and their customers.
Don’t run your business this way.¬¨‚Ä† Empower people and insist that they do what is necessary to make things happen when a client is involved. Customers should never suffer because something is outside the normal duties of an employee. The client is the reason the business exists and meeting their needs is everyone’s job.
Ever notice at the store who is bagging your groceries at the store? At my Safeway it is often the manager when things get busy.¬¨‚Ä† The store manager!
Everyone from the top down should be empowered to do what is necessary to ensure the client is taken care of and they receive super service.¬¨‚Ä† “Not my job” should be in no one’s lexicon. Every customer is everyone’s job.