blameToo often, we blame bad service on the people who actually deliver the service.

Sometimes it’s not their fault at all, yet they get the blame!
Sadly, the complaints rarely make it as far as the (possibly overpaid, often overworked) executive who made the poor decision in the first place.
Three quick tips for organisation who cares about this:
  1. Require decision to sign their work and take responsibility. Who decided to make it the way it is?
  2. Run a customer service audit on the process. Walk step by step through the office, the software, the phone system or the customer contact points and list out what’s not right.
  3. Make it easy for complaints (and compliments) about each decision to reach everyone, especially the boss who made the decision in the first place.