Adult Children by Stephen Beals for September 05, 2023

Telling them what they want to hear

Uh-oh. Me thinks I see the lingering sparkle of a visit from the Good Idea fairy…

Dang, this is exactly how this works.

Cuz ya know that scheduling enough employees & properly training them certainly would not improve customer service.

My company paid 3 million for a consultant group to set up a customer survey for them. Called and asked me to review the effort before implementation. I asked two questions. Have you done this before? Many times! What have other companies done to improve their results? We don’t know, that isn’t our part. My input was don’t waste the money if it doesn’t come with proven actions to increase revenue or reduce costs. Did it anyway, total failure.

Probably was “Hey Dad, in college I took a course on surveys.”

PART of the reason fewer and fewer people respond to surveys now is that many, many surveys are designed by idiots. They are too long, with poorly worded questions.