Can you ring back tomorrow?

Here is one to make you smile. I needed to move some money electronically to meet a commitment. The window of opportunity to do this was limited. All was going well until an error message appeared. I could try again later or call an 0845 number. Deciding to take the bull by the horns I rang the number, after the usual IVR sequence and trash music playing for a few minutes whilst I was reminded how important my call was to them I was answered.

The chap took me around a few loops trying and retrying the steps that had already failed, no doubt in accordance with the script, but the same message came back each time.  He made a polite exit for a short while to get some advice. More music and more waiting. He came back and got me to try the routine one more time. Playing along I dutifully went through the process again. Again nothing happened. So he made his excuses and disappeared again. This time it seemed like ages. Half a CD worth, or at least it felt like it.

Great news he came back on the line full of apologies about the delay. I waited expectantly.  He had talked to the department that could help us. Good news I thought! Alas they had just closed and although they knew what to do they could not help me because it was home time. The options available –  to try again later, or call them back in the morning and start all over again. I asked if there was a special number I could call to get the advice I needed. But no came the reply just try us again on the 0845 number.

No real surprise in todays world of call centres and IVR. The resolution is simple. Train your call handlers against the demands that customers most frequently have and give them latitude in the IT system to do what is necessary to sort the problem out. In the case of expert help have that expertise available close at hand for the caller handler  so that they can get help as and when they need it. Not wait in a call queue like everyone else to get help. Finally that help needs to be on hand for all the hours that the call centre is open. I thought clocking off at home time was reserved for old fashioned manufacturing plants not call centres.

So lost time for me. Lots of rework and waste in the financial services organisation. But all targets met for the day and everyone is happy. Except me as the customer. A crazy world!

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What would the boss say?

I have been involved in a few conversations in recent days where the subject of what the boss would say came up in conversation. It’s fascinating  that employees  fuss over what the boss will think. It shows a lot about the culture that operates within such organisations. In some cases careers may rest upon pitching it right. Is this what the boss will want to hear? Atfer all bosses only want to hear good news don’t they!

In the instances discussed it appeared to make doing the right thing impossible, or at least as far as that employee was concerned. The shadow left by the leader lasts long after they have moved on. In one of the discussions the leader was no longer even in the business, but their image left a lasting legacy and this was having a material impact upon current operational performance.

When I delved deeper into the conversations I find that the truth is that many people do not actually know what there boss would actually say or do. Folklore makes up the gap. People exaggerate experiences to warn others off from crossing the line and questioning the bosses thinking. Hierarchy plays its part. Looking down  its can be in the best interests of bosses to allow the myths to prevail because its suits their purpose. Possibly to climb the greasy pole, or perhaps to keep others in check. ‘I know the boss well – she would not like to hear that’. Like gossip this is passed on and embellished along the way for effect. The truth becomes distorted and if we are not careful everyone believes the rhetoric –  sometimes even the boss! Looking up the hierarchy all you see is a metaphorical brick wall.  It’s easier to follow the crowd, keep your head down, and do as you are told. Conformity is the name of the game.

Then you get to meet the boss in question, and they are nothing like the character portrayed by the stories that you have heard. They are keen to learn; to engage; to understand how the business works; and how things might be improved.

The problem in todays corporate world is that it is too easy for leaders to become detached from the real operation. In their place comes stories generated by others in the hierarchy often to suit their own purposes that cause the leaders messages to get distorted, or even replaced with the words of others.

The way for a leader to resolve this is simple.  Get out in the work as a routine part of your day, build trust and confidence, and find out what is really going on out there. When you find things that are getting in the way, or that others cannot sort or fix act to resolve the issue. Generate a true image of who you are and what you stand for. If you have the customer at the heart of your thinking and understand what matters to them you will not go far wrong.

Get started tomorrow by blocking time out and go and do some action research. You will be amazed what is really going on outside your glass box.