Our fees, revenue targets and budgets are built on the premise of work being completed correctly the first time and technology operating as expected. When this does not happen, it is a direct hit to our profitability, brand and employee and customer satisfaction.

Recently, within a short five days, I observed a litany of technology and service disruptions from various respectable companies. On my Air Canada flight, the entertainment system did not work in business class. At the Four Seasons Hotel, the coffee service for our morning meeting break was delayed twice. WestJet cancelled my Toronto to Calgary return flight (3 days before my flight).

The WestJet issue was more involved and time consuming. When I called WestJet as requested, I received a recording stating technical issues and then the call was disconnected. Once I finally reached an operator, they offered a reroute through Saskatoon. That necessitated another call to them when I discovered there was a direct flight available that I had not been told about. Ultimately, the issue was resolved, but not without multiple conversations.

Customer service staff who handled all these issues were courteous and apologetic. The Air Canada attendant gave me a coupon to submit for a credit. The Four Seasons’ staff waived fees for some of our services. WestJet eventually got me on the correct flight. However, each of these reputable companies incurred unnecessary expense through re-work and fee refunds. They also suffered damage to their brand and employee morale.

Your strategies may be sound. Communication is complete. Training has been conducted. But when the checks and balances are failing, it is a management issue.

How do you know – for certain – where failure work is attacking your bottom line? And what action are you actively taking to address this?

My clients accelerate their results – increasing profitability, leadership performance, innovation and accountability. I would love to discuss how I might contribute to your success. Contact me today.

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