You may have seen this on the news: A dealership sold a car that was supposed to be a factory-authorized sales model. The sales manager demanded the customer return it by Christmas Eve.
There are some obvious process and communication “opportunities” for this organization. …
But beyond that, how would you ensure that your employees slowed down to see how this looked and felt from the customer’s perspective?
What values do you preach and practice that would have prevented this very public black eye?
If you haven’t already, it’s a good time to define those values. (Hip Socket has workshops for that.) Decision-making all the way down the line will be much faster–and less costly.