Management Craft

When we "B.S." ourselves...this is no way to manage!

I got my car serviced. All went fine. It runs nice.

I got this email (I have removed the company name and will call the author of the email "Bob.") from my car company:

Hello this is Bob from Vendor A.  I just wanted to touch base with you and make sure everything went okay with your service visit.  If you have any further questions or concerns that I did not get addressed please let me know so I can get them handled for you.

You will also be getting an email from Vendor A HQ with a link to a survey.  I would really appreciate it if you would take a minute out of your day and complete it for me.  This survey is my report card and I strive to earn a “10” or “yes” on every answer.  In fact anything below a “5” is a failing grade for me.  If there is anything I need to do to earn those “10” and “yes” grades from you please let me or my manager, Sally,  know so we can get everything resolved to make you comfortable in giving me those “10” and “yes” answers.

Thank you again for your time,

I know this approach is not unique. A lot of big companies are "asking" for perfect survey scores. It is a common practice. So why am I writing about it????

Because as common as it is...it is BS!!!!! BS!!!!!

Do you want real feedback? Do you want to know what you do well and where fixes are in order? Do you want your employees to be engaged for service's sake (versus to avoid punishment)? If you care one iota about any of these things, you would not take this approach.

The bottom line is that I was satisfied with my service but there were a couple of things I think could have been done differently. Do you think I am going to share this feedback now - knowing that Bob might be harmed? His 25 cents/hour raise in jeopardy? No, I won't.

It's time to get real. Fuzzy math and survey plumping is like kryptonite to Superman - it takes away your power to actually manage, improve, and build loyalty.

Managers unite! Call these practices out for what they are. Be the brave one to say, "what are we really getting when we do this?" Are you with me?

Be real, corporate America! Step outside your doctored Excel spreadsheets and take an honest interest in improving your business.

BTW - Bob is not the problem, here. Bob did a great job and he is just a pawn in this charade.

BTW#2 - The charade is really expensive. Nice investment? Not!

Finishing out the year...let's do something catalytic.

The colliding kick of my double latte with the buzz of my triple ginger cookie caused a brain spike. 2012 is almost over. What do I think of this year so far? What's still possible?

If you are a regular reader, you know this has been a busy year for me. Continued care of thyroid cancer, work changes, the move from Ohio, passing pets, new pets, and moving into our permanent home.

But the question that is most interesting to me is "what's still possible?" 22 days remaining until our manufactured year end births a made up new beginning. A powerful placebo effect, for sure, so we might as well take a double dose.

What's the downside? I don't see one.

Among the parties, days off, mall visits, and traffic jams, think about one thing you could do that might propel one of your goals forward - fast and far. Just one new idea or action. Then do that.

If you are a manager, you might think about how to finish the year leaving your team shouting, 'bravo!" OK, they won't do that even if deserved....can't let your great work go to your head. But you know what I mean. I am not talking about letting them go home a few hours early one day - that's a no-brainer. Do that, but do something remarkable, too. Spend time with each person - real time. Get the team together to create a compelling re-launch for the year. Let them drive the discussions.Do something meaningful.

I am not sure what I will do with the remaining 22 days. Something. Something that makes something happen. Hmmm....

Here's an idea - focus and reduce. Yes, I like where this is going....

Strip away one or more distractions. Simplify life a bit. I think I am going to decide what I am NOT going to try to do in 2013 to make room to do fewer things better (including things like frittering the weekend away if I want to). What a gift to myself this would be - less pressure in the new year! Even little things count - like getting rid of that storage space I have been paying for in New Mexico (for 3 years!). Deciding whether to write a book, and if not, letting all the parties know.

Ah, the luxury of reducing pressure. Moving on!

I don't know about you, but I have a hard time undoing, stopping, or giving up. Buit we need to do this more often. Give it a try.

Happy new year!