Of course employee teams start off with good intentions. It’s usually not their intentions that are in question. The question typically becomes, “What is the outcome?”
The landscaping at the hotel is immaculate but the bath towels feel like they are made of canvas.
The chef in the restaurant cooks the steak perfectly but it takes longer than expected and the soup in your companion’s bowl has become cold.
Your marketing department outsources the promotional materials and the print quality is excellent but the order ships late missing a date sensitive deadline.
We’re often taught that hard work pays off and it’s easy for employees and businesses to attempt to justify failed actions by citing good intentions. Sometimes all of the hard work, all of the good intentions, still produces a bad outcome. We may sometimes get to choose the how, but remember the customer will always decide the final outcome.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at DennisEGilbert.com or by calling +1 646.546.5553.