Does an organization with specific job descriptions take a risk of creating a “not my job” atmosphere? It could. Successful organizations can have descriptions and not foster territorial employees if they also have one very important component. It must be coupled with a customer centric vision that charges each and every employee accountable to contribute to the effort. Granted, there may be technical elements of a few positions that only particular employees have expertise in. There are far less of these than examples of how most employees can venture outside their written responsibilities to assist in creating an exceptional customer experience. Leadership has to create an atmosphere of empowerment and send a message, loud and clear, that everyone has to be ‘all in’ to provide outstanding customer service. It needs to be emphasized in training and frequently reinforced in a variety of ways. When you see a manager cross trained to answer the phones when the receptionist needs a break, you know that company is ‘all in’. When you witness wait staff clearing tables outside their assigned station, you see ‘all in’. When a department head shares a systematic approach proven to provide improved results with another department that is struggling, you see that company is also ‘all in’.
Is your organization ‘all in’?
Yes, yes and yes! For me, over my work life, this sentence, “It must be coupled with a customer centric vision that charges each and every employee accountable to contribute to the effort.” sums up the key element for success. I might add that it goes one step further with employees being accountable to each other as well. When conversing with customers or with each other, throwing in the “Not my job.” either by saying it or just conveying it in attitude or action will kill moral, deflate the team, every time.
So yes, “Leadership has to create an atmosphere of empowerment and send a message, loud and clear, that everyone has to be ‘all in’ to provide outstanding customer service” – or outstanding results, as the case may be. Thanks Martha!
Glad you liked it, Di! Martha