Comments on: Customer service horror story #1,072,549 & 1,072,550 http://www.burnsautoparts.com/blog/2008/06/23/customer-service-horror-story-1072549-1072550/ Leslie Burns-Dell'Acqua writes on the photo business and marketing Fri, 21 Nov 2008 05:55:38 +0000 http://wordpress.org/?v=2.6.3 By: Dave http://www.burnsautoparts.com/blog/2008/06/23/customer-service-horror-story-1072549-1072550/#comment-34663 Dave Tue, 01 Jul 2008 15:04:39 +0000 http://www.burnsautoparts.com/blog/?p=458#comment-34663 I am the eternal optimist....story's of screw ups as above, I see as opportunities. Obviously employees don't "own" there jobs/functions, they dont feel the personal responsibility for them. While I am not in the transportation industry or lodging, in my industry I OWN MY JOB. And if others dont/wont/cant, well that is to my advantage. It is an opportunity for me to deliver value. Sadly in the case of large organizations with huge capital investment, competition is stymied by that barrier, and thus the kind of screw ups you encountered, but in the small scale industries we work in there is no excuse, and no room for it. The large organizations with a "culture" of empowerment of its employees and a sense of mission can walk all over their competion. I am the eternal optimist….story’s of screw ups as above, I see as opportunities.

Obviously employees don’t “own” there jobs/functions, they dont feel the personal responsibility for them.

While I am not in the transportation industry or lodging, in my industry I OWN MY JOB.

And if others dont/wont/cant, well that is to my advantage. It is an opportunity for me to deliver value.

Sadly in the case of large organizations with huge capital investment, competition is stymied by that barrier, and thus the kind of screw ups you encountered, but in the small scale industries we work in there is no excuse, and no room for it.

The large organizations with a “culture” of empowerment of its employees and a sense of mission can walk all over their competion.

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