“The speed of the leader determines the speed of the pack.”
-Ralph Waldo Emerson
Behind the Door
If I receive poor service from an organization, I go directly to the top leader to find out if that is intended or not. I realize you can hire a bad employee (no one is perfect) and that people can have a bad day. But a consistently sub-par service goes to the top level of any organization.
When Domino's changed their name from Domino's Pizza, you knew it was more about distancing themselves from bad reviews attached to the old title, than the different offerings they serve. The same is true for Comcast/Xfinity, Truist Bank (formerly SunTrust and BB&T), Verizon and many others.
Last month my mother came to live near us and moved into an assisted living community. The salesman spoke several times with us as we explored the different locations and services. He won us over with promises of tremendous service and respect befitting a woman who has lived almost a century. We felt she would receive the personal care, services and perks he had told us about in the interviews.
The day she moved in the staff seemed unprepared for our arrival. Although there were balloons and a welcome note on the door of her new apartment, no other provision or expectation was made for her to move in on the date we had agreed upon.
Two calls to the sales director were made. He contacted Mack, the executive director, and the message we were told is that “Mack is furious” that the ball was dropped on our move-in. Changes would be made, and we would witness their superior caring service. We moved her there expecting the doctors and orientation team would be on the ball. We never met Mack and all of the follow up had to be done on our part.
There is often a noticeable gap between what the sales team sells
and what customer service will provide.
An employee told my mother that Mack spends his time in the office all day long with his door closed. She said he never comes out to meet, greet and listen to residents and families. It makes for a poor attitude among the staff passed on to residents and families. We are very frustrated and feel unimportant to the company.
My mother is convinced that the only way she has been able to get service is...