A couple of weeks ago, I ran into a string of major service issues where you’d least expect it. Things like being in a high end hotel and being told the hotel didn’t have enough staff to service the rooms every day. In each case, when discussing resolutions, the individual said there was nothing they could do about it.
The thing is, there is always something that can be done. The company chooses not to do anything about it. The people aren’t given the tools they need, resources aren’t redeployed appropriately, and front line people aren’t given the authority to make things happen. If you are hearing your people say there is nothing they can do, it is time to figure out how you can. What can you do today to make sure your customers are getting the product or service they expect?