There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare. Casual indifference by uninspired employees toward the needs and expectations of customers is rampant. Casual indifference is demonstrated by retail employees who pass within five
The driver’s side rear turn signal bulb went out on my Expedition last week, so I stopped by the Ford dealership this morning to have it replaced. I pulled into the service bay, parked, and went inside to the service counter. There, I met up with a service manager who,
I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers employee who bagged my two gallons of milk and bottle of Mr. Bubble (don’t judge me…) said, “Damn! I’d need this whole bottle for my
The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She pushed the row of carts into another row of carts inside the store and then, with a dreary facial expression and a heavy sigh, returned
If you studied management anywhere along your journey, then you may recall the seminal Harvard Business Review article by Sterling Livingston titled Pygmalion in Management. Essentially, the article dealt with the self-fulfilling prophecy (or Pygmalion effect from Greek mythology) in management—a supervisor’s expectation of a subordinate’s performance that directly or
How many of you enjoy standing in line, waiting to be served? Long before Disney mounted large flat screen televisions to keep its guests entertained while waiting in line to see the next attraction, supermarkets have positioned tabloid newspapers near the checkout aisles to ease the inevitable delays that accompany
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