A take-off on a story from The Prairie Home Companion…
Vic takes his pet gorilla out golfing. They come up to the first tee, and the gorilla asks, “what do I do?” Vic says, “you see that opening between the trees? Hit the ball as hard as you can in that direction.”
So the gorilla hits the ball and it goes screaming down the fairway and lands on the green. Vic stands shocked in amazement. When he finally gathers himself, Vic hits a drive that trickles about 100 yards down the fairway. On his next shot, he hits a beautiful 3-wood about 200 yards toward the green. Left with about 50 yards to go, Vic hits a high wedge about 20 feet from the hole. When the gorilla and Vic walk up to the green, the gorilla looks at his ball and says “what do I do now?”
Vic says, “you’re supposed to putt the ball into the hole.”
The gorilla replies, “why didn’t you tell me that on the tee?”
In so many companies, the management of the organization knows the plan, they know the goals, and they know how success is defined. But when you ask the employees the plan, the goals, the mission, and the definition of success, you’re often greeted with blank stares or attempts that miss the mark.
It’s typically not the fault of the employee, it’s the responsibility of the management. If management wants to transform a culture to have a focus on what’s best for the customer, if they want to get different departments working together, and if they want long-term success, then they have to simply and clearly paint that picture over and over and over again.
Employees can “drive the green” in business if they know that’s the goal. They can hit holes-in-one in business if they know that’s the goal.
Work as a customer service leader and with managers to make sure that employees have a vivid picture of what you’re trying to accomplish and what their role is in achieving success. Help others to hit their own holes-in-one.
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