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Have you ever raised a service issue and heard “Sorry, that’s not my job” or “Oh, but it’s not my fault!”
Have you ever said something like this yourself??
Blame, shame, and excuses are EXTREMELY common reactions when something goes wrong. But reacting this way – or enabling your TEAM to react this way – is surefire way to create a poor service experience and stifle innovation and improvement in your organization.
That’s because errors, complaints, and unhappy customers are an enormous opportunity. They point you directly to the weak spots in your organization – and they give your team a chance to make substantial improvements.
But only if everyone in your organization Takes Personal Responsibility! When everyone steps up to raise issues, solve problems, find solutions, your organization increases its value to customers, teams, shareholders, and communities.
#VideoPosts #ServiceCulture #ServiceEducation #ServiceLeadership
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Below is an Autogenerated Transcript
What might stop you from increasing your value by stepping up and improving the action that you take? Which is what service means. What might stop you? Money. Listen to that. What might stop you?
Let me tell you the number one, most sure way to not improve is to point your finger at someone else and say ‘it’s your fault’. Now, in every language, we have a word for blame. But it doesn’t matter what your word is. We all know what it sounds like. We all know what it feels like. Yeah, yeah. yeah [imitates nagging]. Alright. When I say go, you turn to your partner, and I want you to blame your partner. Ready? Just for a moment. Ready? One, two, three, go. [imitates nagging]
Are you going to be able to improve your service if you’re stuck in blame? No. No.
So let’s take one step up. Above blame is feeling shame. It’s not your fault. It’s my fault. I made the same mistake. I didn’t do what I should have done. I can’t believe I did that. Oh. The problem with that is it doesn’t leave you in any condition to be able to step up and increase your value.
So let’s stop shame. What’s above that? Well, it’s having a reason, having a story, having an excuse. You know, it goes like this. It’s not your fault. It’s not my fault. It’s the computer’s fault. It’s the economy’s fault. It’s Covid’s fault. Right. It’s something. Something else out there. Can I tell you my story? Yeah. The problem with that is it doesn’t produce any improvement.
So in order to increase your value by uplifting your service, you’re going to have to step above that line. And above the line is called TPR TPR stands for Take Personal Responsibility. I want you to say it out loud with me. Ready? Everybody go. Take Personal Responsibility.
Now, the word take was chosen very carefully. It doesn’t say assume responsibility. It doesn’t say accept responsibility. It says take it. If you see something that can or should be done better, you do it. If you see something that can or should be done better and it’s not your role, you cannot do it. But you see that it could be done. You help someone else get it done. Take responsibility.
