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Common Sense Service

How often do you find yourself saying: “use your common sense”. In a world where red tape and bureaucracy is becoming more prevalent, there is a danger that we stifle common sense and innovation. Today, I want to pay tribute to Thomas Watson Sr. whose business skills led to the success of IBM. He ensured the motto THINK was on every employee’s desk.

I am in the process of reviewing our customer service escalation procedure. I have added an internal section called ‘Common Sense Service Rules’. Some may argue it’s a ‘get out of jail card’ for any inaccuracies in the process. I am a realist and a pragmatist. Procedures and processes suffer entropy and over time must evolve to remain useful. We need our team to think first and then follow the process. If the process doesn’t fit then they need a simple way to raise this and they need to see us take action to remedy it.

Twice this week I’ve spoken to companies as a customer and have provided feedback on their broken process. One credit company – who shall rename nameless and blocked my card – do not notify you when they’ve put an urgent secure message on your online portal. How can they possibly expect us to check their website daily in case they’ve sent me a message? I’ve seen the big company syndrome many times before and the common sense suggestions are rarely implemented. I am blessed to be working in a mid-sized energetic young company that is dynamic enough to make change happen.

I appeal to all professionals … think first and use your common sense.

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