Friday, February 24, 2023

We’ve all experienced some form of the following. You contact “Company X” to cancel your service and are informed that someone from the “Cancellation Department” will call you back. Possibility A for the callback is the “Not my job” option with whomever you spoke with unable or unwilling to assist you. Possibility B is that company policy dictates some form of outreach to attempt to “save” the account. Either way, the result is friction for you (the customer) that’s likely left a slightly negative taste in your mouth. Here’s my compound question for you:

What friction exists in your organization?
What is the original intention underlying this friction?
What impact is this friction having upon your clientele and how they view your organization?

Stay safe. Stay healthy. Be strong. Lead well.