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Bad Behaviour

12 May, 2010 by James Lawther Leave a Comment

I read an interesting posting by Seth Godin.  To quote him:

“Bad behaviour and irrational decisions are almost always caused by fear. If you want to change the behaviour, address the fear.”

The other week I spent some time with a business that runs a team of field service engineers.  The guys who turn up in vans to fix things.  They jump through hoops to get to a customer’s house quickly.  Even when they know that they don’t have the spare part they need in the back of the van.  Why?  Because they are scared of breaking their contractual “same day” SLA.

Interesting that they are scared of their own SLA, despite the side effects Perhaps they will change it.

Photo by Pope Moysuh on Unsplash

Filed Under: Blog, Employee Engagement Tagged With: measurement, poor service, reinforcing behaviour

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

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