Proud to be Mediocre!

by Karen on August 12, 2011

NO WAY.

After a tough couple of years trying to make sense of the economy and in doing so scrambling to get by with as little resources and investment as possible, do you now feel like things inside your organization are back on track?  They sure are better than they were.  Customers are happier and there are fewer serious service problems.

During the economic turmoil it became a little more acceptable to deliver less than excellent service.  It became the necessity to change schedules, downgrade service commitments and even answer the phone a little slower simply because the human resources and the assets just were not available.  Co-workers might have even started making excuses for each others’ failings, explaining them away because they “understood” the pressure the other guys were under.

And, if you kept your job when many were laid off, you were grateful even if that meant working more hours for less pay.  Caution – that often translates into keeping quiet about problems so as not to be seen as a troublemaker.

What has all of this done to the performance expectations and the service bar of your team?

If you start probing around and hear from the frontline “service is pretty good, better than we were” or “we’re as good as everybody else” it is time to take a hard look at the performance goals (if they are still there) of the organization.  Undoubtedly, they aren’t high enough.

When did it become okay to be as good as the next guy?

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