Seth’s Blog: Lying to your customers

This post of Seth’s reminds me of the feeling I get when someone tells me that they don’t have a boss.  Bullshit.  Everyone has a boss.  Every good CEO I ever had knew they had a boss.

But in this case, it’s not the saw operator that isn’t working – it’s the system.  The culture of the company.  Leadership. 

I found myself at Home Depot on Friday. I needed several pieces of wood, cut to size.

When I noticed this sign on the big saw, I took a picture, intending to write about how important it was to have key customer service features up and running. Then, a few minutes later, a guy in an orange smock walked over, took the sign down and asked what he could cut for us.

It turns out (at this Home Depot, anyway), that whenever they don’t feel like using the saw, they pretend it’s broken. (Yes, technically, they didn’t say ‘broken,’ they said ‘not working,’ which is sort of true. Except it was the saw operator who wasn’t working.)

Seth’s Blog: Lying to your customers