Disruptive Engagement – Bad Policies need Perspective
This relates to a blog I posted up about really lousy customer service from the Taylors’ Branch of the Greenville SC Library System. I was shocked at the extraordinarily tight security on checking out a book – it was adversarial, pretty-much, and this from a library! It just goes to show you what poor service thinking blended with un-empowerment (they were NOT allowed to use judgment as a policy!) blend together.
What they NEED to do is step back and look at things logically, since the library is NOT the DMV giving out picture IDs.
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Dr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant.
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