I like the angle that you used for this. A colleague and I were discussing customer service the other day after both of us had experienced profoundly mediocre results from simple product exchanges. It also brings to mind the 1899 essay by Elbert Hubbard called "Message to Garcia", an enjoyable read which you may know about, or, if you have the time: https://en.wikipedia.org/wiki/A_Message_to_Garcia
Each of us can help create a 'solution ripple'. At work, encourage others to provide solutions to the problems they raise and recognize their creativity in coming up with solutions. This can come from leaders...it can also come at any level, including brainstorming sessions as groups to come up with solutions. People are sometimes reticent to offer solutions for fear that they will be ridiculed. We can all encourage others by responding with, "Thanks for offering the solution. Let's use that as a starting point and expand on it."
It's not just work where there are opportunities. We can help our children learn to be creative solution providers be asking them how they would solve a problem. It could be a problem they brought up or something that you (the parent) offers up and asks for creative input.
I love this topic. Thank you, Robert, for bringing it to our attention. You are allowing us to provide solutions to the problem of a 'culture of no solutions' haha.
Great message for a Friday! I am always left "confused" as to why people want to ignore a problem/situation and instead say "lets focus on solution and not the one(s) that make the mistake". I agree a solution needs to be found. Action needs to be taken, as you well mention in this article. However, the lack of accountability or awareness on the part of the person(s) that are responsible for the mistake, and/or the lack of accountability on the part of the team leader, for example, to acknowledge that something did not work, puzzles me. When I make I mistake, I recognize it, apologize, and get to work on fixing it. All at the same time. We have to normalize recognizing that we make mistakes, that we acknowledge when we do and that we will figure out a way to fix it. All three parts.
Good morning! Great point regarding what makes great customer service. Think of the redemptive value for United if one of the Chicago team had taken the responsibility and initiative to follow through. It surely would have brought some level of appreciation to the customer. United should have trained their employees using Carl Jansen’s concepts in Moment of Truth (showing my age).
I like the association of accountability to taking the reins. I associate "taking the reins" to being proactive, because "accountability" makes me think of taking blame but not necessarily resolving the problem. Similarly I often experience that when I take responsibility to resolve an issue, I get the blame for free, even though frequently I am stepping into someone else's error... Yes, I seem to be in a sort of toxic blame culture and trying to lead by example, stepping in to fix problems and to find sustainable ways to prevent them in the future trying not to allocate the blame at the same time, it's not really working. I get both a reputation of fixer and incompetent in equal parts...
So maybe we need to change the narrative, the vocabulary. Next time I am asked what I mean by "accountability", I'll explain that it's not about the performance appraisal report but about the performance objective of having the responsibility to take action when you have the means to (try to) resolve the problem, independently of the cause of the problem or the outcome of the attempt.
It's all about learning together.
Please, let me know if my logic breaks or makes sense.
I understand the Shuster's frustration, but they should have checked to see if the bag was tagged correctly. That would have saved so much time. We put so much responsibility on customer serivce staff these days. We are all human and make mistakes. Most of these people are hourly workers and overworked. Yes, someone should have stepped up, but customers have to realize that we have a responsibility as well. Can you imagine if everyone checked the tags on their checked baggage before they left the counter?
Appreciate the feedback Gladys, but not sure I agree.
When you hand a bag behind the counter to an agent and they tag it wrong, there is not much you can do. But this wasn’t about the mistake. This was about not resolving the mistake when they had the chance to many times.
The customer told them exactly here the bag was and no one was willing to look.
Hi Bob, here are some additional thoughts I have on this as I worked for United for many years.
When your bag is tagged they give you a copy of the tag, no one ever looks at that, but they should. I understand it was not about the mistake, but we have so much techology available to us now, yet we still do not use it. If they had an Airtag, then they should have known it was never going to get to final destination with them as they could track it live.
Air travel is insane now and we are so quick to blame and say no one is there to help. I am now an Executive Assistant to a CEO, and let me tell you, I deal with these kinds of issues all the time. I have learned to keep calling but you have to call the right people. Did she call bagagge claim or just the customer service line? So many variables. As a past airline employee I will always advocate for them.
PS. I am such a fan of yours that I am giddy you responded to comment! Made my day! Happy holiday weekend to you and your family.
You too and I always read the comments and try to reply to most.
I appreciate you having your colleagues backs, but it’s by no means just United.
I can't tell you how many times I get cut off from customer service with a vendor who has my phone number in their record and the same rep never calls back. That one baffles me.
We just don't have as many people who want to or feel empowered to take ownership.
Here's a twist on this. I picked up the wrong bag at Pearson in Toronto some years ago. When I got home, I realized the mistake and phoned Air Canada about my goof. All I was told was to bring the bag back to the airport and pick up the correct one.
Once I got back to the airport, I realized I had no way of getting in behind the doors to the luggage carousels, where I was directed, for security reasons. Eventually I was let in and exchanged the bag.
What happened? Not one person asked me to produce any identification or verified that the bag I was bringing in was "safe". I simply walked out of there with the correct (this time!) piece of luggage and nobody even questioned me on why I was there or my purpose.....
Thanks for the follow up explanation. My first thought was also that the traveller has no agency in tagging the luggage, but of course I forgot that the first thing I do is checking the receipt. Plus in Amsterdam you actually do tag your luggage (I use the self counter when the queues are long).
Anyway, I am always so happy when I run into customer service staff who are empathetic and try to find solutions with you... Last year it has happened to me twice: when resolving a bank account problem and when recovering the tablet I forgot in a bus. It's amazing how many wonderful people are around us and go unnoticed!
I like the angle that you used for this. A colleague and I were discussing customer service the other day after both of us had experienced profoundly mediocre results from simple product exchanges. It also brings to mind the 1899 essay by Elbert Hubbard called "Message to Garcia", an enjoyable read which you may know about, or, if you have the time: https://en.wikipedia.org/wiki/A_Message_to_Garcia
Each of us can help create a 'solution ripple'. At work, encourage others to provide solutions to the problems they raise and recognize their creativity in coming up with solutions. This can come from leaders...it can also come at any level, including brainstorming sessions as groups to come up with solutions. People are sometimes reticent to offer solutions for fear that they will be ridiculed. We can all encourage others by responding with, "Thanks for offering the solution. Let's use that as a starting point and expand on it."
It's not just work where there are opportunities. We can help our children learn to be creative solution providers be asking them how they would solve a problem. It could be a problem they brought up or something that you (the parent) offers up and asks for creative input.
I love this topic. Thank you, Robert, for bringing it to our attention. You are allowing us to provide solutions to the problem of a 'culture of no solutions' haha.
A great message .
As humans we are bestowed ownership and assigned accountability .
It is sin to abdicate that blessing .
Great message for a Friday! I am always left "confused" as to why people want to ignore a problem/situation and instead say "lets focus on solution and not the one(s) that make the mistake". I agree a solution needs to be found. Action needs to be taken, as you well mention in this article. However, the lack of accountability or awareness on the part of the person(s) that are responsible for the mistake, and/or the lack of accountability on the part of the team leader, for example, to acknowledge that something did not work, puzzles me. When I make I mistake, I recognize it, apologize, and get to work on fixing it. All at the same time. We have to normalize recognizing that we make mistakes, that we acknowledge when we do and that we will figure out a way to fix it. All three parts.
Good morning! Great point regarding what makes great customer service. Think of the redemptive value for United if one of the Chicago team had taken the responsibility and initiative to follow through. It surely would have brought some level of appreciation to the customer. United should have trained their employees using Carl Jansen’s concepts in Moment of Truth (showing my age).
I like the association of accountability to taking the reins. I associate "taking the reins" to being proactive, because "accountability" makes me think of taking blame but not necessarily resolving the problem. Similarly I often experience that when I take responsibility to resolve an issue, I get the blame for free, even though frequently I am stepping into someone else's error... Yes, I seem to be in a sort of toxic blame culture and trying to lead by example, stepping in to fix problems and to find sustainable ways to prevent them in the future trying not to allocate the blame at the same time, it's not really working. I get both a reputation of fixer and incompetent in equal parts...
So maybe we need to change the narrative, the vocabulary. Next time I am asked what I mean by "accountability", I'll explain that it's not about the performance appraisal report but about the performance objective of having the responsibility to take action when you have the means to (try to) resolve the problem, independently of the cause of the problem or the outcome of the attempt.
It's all about learning together.
Please, let me know if my logic breaks or makes sense.
Willing <> able.
David Marquet said it best. https://www.youtube.com/watch?v=ivwKQqf4ixA
I understand the Shuster's frustration, but they should have checked to see if the bag was tagged correctly. That would have saved so much time. We put so much responsibility on customer serivce staff these days. We are all human and make mistakes. Most of these people are hourly workers and overworked. Yes, someone should have stepped up, but customers have to realize that we have a responsibility as well. Can you imagine if everyone checked the tags on their checked baggage before they left the counter?
Appreciate the feedback Gladys, but not sure I agree.
When you hand a bag behind the counter to an agent and they tag it wrong, there is not much you can do. But this wasn’t about the mistake. This was about not resolving the mistake when they had the chance to many times.
The customer told them exactly here the bag was and no one was willing to look.
Hi Bob, here are some additional thoughts I have on this as I worked for United for many years.
When your bag is tagged they give you a copy of the tag, no one ever looks at that, but they should. I understand it was not about the mistake, but we have so much techology available to us now, yet we still do not use it. If they had an Airtag, then they should have known it was never going to get to final destination with them as they could track it live.
Air travel is insane now and we are so quick to blame and say no one is there to help. I am now an Executive Assistant to a CEO, and let me tell you, I deal with these kinds of issues all the time. I have learned to keep calling but you have to call the right people. Did she call bagagge claim or just the customer service line? So many variables. As a past airline employee I will always advocate for them.
PS. I am such a fan of yours that I am giddy you responded to comment! Made my day! Happy holiday weekend to you and your family.
You too and I always read the comments and try to reply to most.
I appreciate you having your colleagues backs, but it’s by no means just United.
I can't tell you how many times I get cut off from customer service with a vendor who has my phone number in their record and the same rep never calls back. That one baffles me.
We just don't have as many people who want to or feel empowered to take ownership.
Here's a twist on this. I picked up the wrong bag at Pearson in Toronto some years ago. When I got home, I realized the mistake and phoned Air Canada about my goof. All I was told was to bring the bag back to the airport and pick up the correct one.
Once I got back to the airport, I realized I had no way of getting in behind the doors to the luggage carousels, where I was directed, for security reasons. Eventually I was let in and exchanged the bag.
What happened? Not one person asked me to produce any identification or verified that the bag I was bringing in was "safe". I simply walked out of there with the correct (this time!) piece of luggage and nobody even questioned me on why I was there or my purpose.....
Thanks for the follow up explanation. My first thought was also that the traveller has no agency in tagging the luggage, but of course I forgot that the first thing I do is checking the receipt. Plus in Amsterdam you actually do tag your luggage (I use the self counter when the queues are long).
Anyway, I am always so happy when I run into customer service staff who are empathetic and try to find solutions with you... Last year it has happened to me twice: when resolving a bank account problem and when recovering the tablet I forgot in a bus. It's amazing how many wonderful people are around us and go unnoticed!