This is how it goes – someone in the office (ivory tower) hears a story of something gone wrong, or is paranoid they don’t have enough control or information. So they make a “policy” or “procedure” or “paperwork” for employees or customers to follow or fill out – without getting off their butt and going into the field to understand the real issues and how bad or not so bad they really are, and considering the impact and cost of the new “policy” on customers and employees attitudes and productivity.
Soon business slows down and everyone is pissed off. We vs. them attitudes emerge. Employees are dis-empowered. Winners leave. Customers leave.
But, of course, this never happens in your business…so you don’t have any road clearing to do.
Or do you?
This is a good reminder to post once in a while.