Throughout the years I’ve been in several business situations where I could only conclude that the person with whom I was interacting was either criminal or incompetent.
And I’m really
curious. Does the distinction even
If the outcome is absolutely the same, should we care that the person on the other end simply didn’t know any better?
Seth Godin posted about E.
coli bacteria in spinach and almost
getting hit in the head by a bottle someone threw out of a car window.
Does it matter that no one intended to get people sick or (let’s hope) to hit a passing bicyclist with a bottle?
These might be extreme
examples, but what about situations we face all the time?
Does it matter that the customer service representative we have on the phone has no clue how to fix our problem and isn’t just trying to be difficult?
I don’t think it does.
It’s our responsibility to get it right, do it right, and treat them right!
We don’t get any points with our customers for good intentions – and we shouldn’t expect them.