Remember
the encyclopedia Britannica, and the pivot when Wikepedia started to replace
what we always knew as the truth? Please
don't get me started on the Internet, essentially for many service
organizations; popular in just the last decade, somehow has wormed its way into
us believing that everything we read on-line is fact. What about all that stuff
crammed between our ears, do we discount all of our experience and know-how
because the Internet told us so? The service industry is certainly doomed if we
allow the corpus of knowledge to be developed and propagated by a small group
of programmers residing in Silicon Valley .
H*** many of these folks couldn't tell the difference between a phillips
and flat head screw driver.
Consider
action now to help future generations carry on our years of service quality and
expertise. The cost for you to get
started on this journey is minimal, here are some thoughts:
- Start every meeting, office or field, asking attendees what single tip they can provide another person. You know, a question and response pair.
- Establish a delivery mechanism to distribute this valuable information to the appropriate audience (s). NOTE: we have just started experimenting with conversational computing and BOTs, promising.
- When you start make sure you commit! You will be amazed at the results you can garner from this simple exercise during meetings; however, if you are not ready don't start as your lack of follow-through will echo through the organization (not in a positive way).
Catalyst
for this post: Last week our industry
wept as we lost another great mechanic to the big central plant in the
sky. Our thoughts and prayers are with
you and your family Kip.
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Next
post: from the field to the office
Questions? feel free to leave replies or direct message
See all
of the "last mile worker" posts here:
http://lastmileworker.com
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