Bad Behaviour

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.

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