Yesterday was just one of those days. I kept finding myself engaging in negative conversations with negative people who didn’t believe in themselves and employees who just didn’t think it was important to go the extra mile to help.
- We can’t do this
- You don’t understand
- I am unable to assist you
- My boss isn’t available
- That won’t work
- They won’t allow it
- My favorite: THE PROBLEM IS
- I am not allowed
- No one is here to help with that
- That won’t work for us
- I can’t
- I tried that but…..
- I don’t know what to do
- Being told “that is not convenient for us” by someone I was paying to provide a service; a service offered by others
I couldn’t wait to get home. I couldn’t wait to have a conversation with anyone who had a Can-Do attitude; with someone who wasn’t having a pity party. Or just spend some time with my dogs; who are always happy no matter how late I get home or if I decide not to give them table scraps.
I felt dirty, like I had been sprayed with toxic chemicals. I wanted to jump in a shower or a bath.
And then I remembered this commercial from a long time ago for Calgon:
One of the reasons I didn’t play well in the sandbox during my corporate career was my constant quest to make things better…..for employees and customers. I was known for questioning decisions on a regular basis. Why? Why? Why? And believe it or not that three letter word is often the difference between an innovative company that leads its industry and one that eventually dies.
At one company I had a boss who would announce a new policy at a staff meetings followed by “Rich, I know you’re going to have a lot of questions regarding this policy; let’s talk later.”
If I was going to have a lot of questions don’t you think others do as well. I’m a pretty smart guy, but so were a lot of the other people that worked alongside me. Or maybe there were holes in the policy? Or that boss didn’t really understand (or believe) the reasoning either? Isn’t it best to communicate all the reasons behind decisions so people know how to react? Isn’t it better to have people on the payroll who actually want to improve an employee or customer experience? Isn’t questioning a good thing?
But until then we have Calgon…..to take us away….a moment to make it all better.
But wouldn’t it be great if it was that easy; if there was a product or service that could just take us away from negative ideas, no vision, no understanding, lack of service, bosses who are afraid to take a risk or ask questions, and employees who forget that a customer will always be more sympathetic when you drop a stupid script and at least give an earnest effort to be of help.
Calgon…….Take Me Away!