Good Morning Team,
Last week I presented a fictional story about a service call Ray made where things really went wrong from the start. I asked that you think on Ray’s actions and provide some feedback. Several of you replied and I appreciate the responses. It should come as no surprise that everyone agreed that Ray failed in multiple areas on this call. He allowed his physical and mental state to lead to a bad attitude and this prevented him from not only thinking clearly about work and safety processes, but it also led to a less than stellar performance in a number of our customer service values. Let’s go ahead and detail out a few of those. As a reminder, I asked;
No it wasn’t. Ray’s customer service values were subpar. Here are just a few of them that I feel he didn’t deliver on.
Again, I appreciate all of you that took the time to respond, but I did want to further acknowledge Georgia Krkosska, property manager of the Villa West Apartments. She indicates that as managers, we need to be aware of our team’s workloads and do all that we can to help them avoid burn-out. Perhaps it can be as simple as asking them to take a few extra moments for some breathing time once the paperwork from the previous service call is complete. She further points out that beyond the pain and suffering he will experience, the injuries Ray suffered in the story would probably require a trip to the minor emergency center to be checked out resulting in further lost work time and additional costs for the company and property.
If any of you are feeling overwhelmed – and who hasn’t on occasion? – don’t let it get to the stage that Ray did. Share your concerns with your supervisor. Give them a chance to help you, just don’t carry it around silently and allow it to make you less efficient, less safe, or cause you to interact poorly with our customers. You are an important part of the company’s success and our customers are the reason we have a job in the first place.
Have a great week and be safe.
Director of Facilities Services