Your company policies or procedures mean nothing if your front line employees cut corners or do their own thing.
I paid cash for my last meal at the local Kentucky Fried Chicken. I should have received 17 cents in change.
Instead, the cashier handed me a quarter.
So, you think: so what?
It is just eight extra cents.
What if this cashier did that on every transaction? Every day? What if it happened at dozens of locations across the company?
Pretty soon those pennies start to add up. All of a sudden, the company isn’t quite making its financial goals.
Individual accountability at the employee level can help keep performance inline with expectations. What if that cashier had to zero out her cash drawer at the end of the shift, even down to the penny? Would that change behavior?
Cutting corners hurts your business and tells customers that you are lazy. Lazy companies don’t deserve repeat business. Please don’t be lazy.
When you get lazy, your ability to be consistent in delivering quality customer experiences diminishes. Without those experiences, customers start to chose the competition.