No Weak Links
We’ve all experienced a moment where our expectations were high via - referral from friends, positive reviews, shiny brand… only to be terribly let down as we move deeper into our experience with (fill in the blank).
Have you popped for an upgrade on your rental car only to find it smells like cigarettes? What about hiring an agency where the communication sucked?
Good News -Weak links are manageable!
If swept under the rug however, they eventually destroy reputations and the business along with it. Jack Welch of GE fame had a policy of regularly firing the bottom 10% of employees as a way to manage the weak links in the organization. How far are we willing to go to manage our weak links?
All businesses can be improved all the time. And they should be in an effort to add more and more value to the customer. We just need to properly identify the weak links then get to work strengthening them.
It’s easy to get caught up in the hype of technology/automation/AI but maybe all the customer needs is some brief human interaction or a clean fork. We’ll never know if we don’t ask or worse leave it up to our chatbot.
So I ask again, how far are we willing to go to manage our weak links?
Power to the Entrepreneur!
Tim Martinez
“The Inside Man”
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