Grappling with the Gray #125: Customer service unicorn?

When we know the solution, why does it continue to elude us?

That's the question that drives the conversation when Paul Edwards, 🟦 Melissa Hughes, Ph.D., and K Kimi Hirotsu Ziemski join the ethics panel to Grapple with the Gray.

Here is out topic:

My colleague Tim Richardson posted about his trip to a big box store, where he forgot to unload a case of beverages from his cart into the car.

He was 40 miles away when he realized his mistake. He called the store and explained what happened. The response was predictable.

“I’m sorry… there’s nothing we can do.”

On his third call, he reached the store manager—Donna. She asked what he bought, where he had parked, and what he was wearing. Then she explained:

“If I get that info, 100% of the time I can find the item on our security footage.” An hour, she called Tim back:

“We found the person who took your item,” she said. “It’s been returned.”

How had Donna managed that?

She called the customer and thanked them for helping another customer find their missing item. She said: “I know how busy life can get, and I’m sure you haven’t had a chance to return the item yet—when you do, we’ll make sure it’s returned to the rightful owner.” She thanked them again for looking out for others.

With this approach, Donna said, the merchandise almost always gets returned the same day.

It doesn’t sound so hard. So why do frontline employees so often hide behind processes rather than take initiative? Why do we naturally default to suspicion and confrontation rather than give the benefit of the doubt? And what can we do to promote this type of response which typically leads to better outcomes, greater customer satisfaction, and a healthier society?

Meet the panel:

Paul Edwards used to drive large military vehicles through the deserts of the Middle East, armed with an assault rifle. Today, his occupation of ghostwriting requires him to ask questions first, and shoot later.”

Melissa Hughes is Founder and Principal of the Andrick Group, applying recent brain research to improve employee engagement, company culture, team dynamics, and innovation.

Kimi Hirotsu Ziemski is Founder of KSP Partnership, providing project management and project leadership courses and workshops to improve team dynamics and communications.

#ethics

#leadership

#culture

#accountability

#mindset