Saturday, July 18, 2009

The Weakest Link

Once again, I saw proof of the “Weakest Link” theory. It came in the form of a fully stocked drink vending machine. The bottles had been put into the machine with total disregard of the direction of the labels… making it impossible to identify 80% of the product for sale.

I tried to imagine all of the manpower & resources invested by that multi-billion dollar company to get that product where it was: executives… managers… sales reps… legal teams… marketing plans… negotiations, etc… all ruined by one careless delivery person.

We experience similar situations almost every day… where the action (or inaction) of a single company representative prevents us from being satisfied, loyal customers. Even the ‘greatest’ organizations on the planet are no better than their worst team member on his/her worst day.

What are you doing to ensure that your organization has a Culture of Excellence every minute of every day?

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