Comments on: How well do you do “not my job”? http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/ Fascinating, Inspiring, Rewarding and Engaging kinded spirits. Fri, 21 Nov 2008 05:17:36 +0000 http://wordpress.org/?v=2.5.1 By: It’s not my job « tactile jazz a blog by gavin baker http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-92870 It’s not my job « tactile jazz a blog by gavin baker Mon, 23 Jul 2007 13:12:24 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-92870 [...] After I saw the manager react differently to the situation, it brought to my mind a post on Brains on Fire blog, “How well do you do not my job“.  In their excellent post, it brings up the question, how well do you do the things that aren’t explicitly “your” job, i.e. out of your job description.  At Panera it was the manager who did “not my job” well.  I’d venture to say that in todays world, companies that are full of people who act, even when it is not within their official job to act will come out ahead of those who don’t.  People who work with this mindset will in most cases care for the customer better. [...] [...] After I saw the manager react differently to the situation, it brought to my mind a post on Brains on Fire blog, “How well do you do not my job“.  In their excellent post, it brings up the question, how well do you do the things that aren’t explicitly “your” job, i.e. out of your job description.  At Panera it was the manager who did “not my job” well.  I’d venture to say that in todays world, companies that are full of people who act, even when it is not within their official job to act will come out ahead of those who don’t.  People who work with this mindset will in most cases care for the customer better. [...]

]]> By: Amanda http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-47171 Amanda Wed, 11 Apr 2007 21:40:45 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-47171 This drives me absolutely crazy. I was in Target the other day and asked one of their associates who was walking by for help. She looked at me and said, "I'm on break." and kept walking. Talk about "Not my job"!! This drives me absolutely crazy. I was in Target the other day and asked one of their associates who was walking by for help. She looked at me and said, “I’m on break.” and kept walking. Talk about “Not my job”!!

]]> By: Jono Fisher http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46828 Jono Fisher Tue, 10 Apr 2007 17:59:51 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46828 Great post Geno. The "not my job" epidemic I think causes many companies to lose major sales, regardless of how "effectively" they may advertise. Reminds me of a recent experience with REI when I was on a last minute shop for a certain product. After calling a few stores to try and find this rare item, I got everything from being put through to the wrong department, to the classic "I don't think we stock that item, sir" (without looking for it) and then in one case, the phone not being answered at all. Then, I get this guy in the Portland, OR store who not only gives me some valuable advice about the product I want to buy, but also goes and hunts the product down in the warehouse himself, and when he finds that the sales department is too busy to process my credit card and shipping info, he does it himself and finds that he can give me a discount, which he gives me. And, then he personally packed and shipped the item overnight at less than half of what a competitive company could ship it for. Awesome! By not doing "not my job", they have me as a loyal customer, and a member of their co-op. BTW - Glad you had a positive experience in my home country, South Africa. Great post Geno. The “not my job” epidemic I think causes many companies to lose major sales, regardless of how “effectively” they may advertise. Reminds me of a recent experience with REI when I was on a last minute shop for a certain product. After calling a few stores to try and find this rare item, I got everything from being put through to the wrong department, to the classic “I don’t think we stock that item, sir” (without looking for it) and then in one case, the phone not being answered at all. Then, I get this guy in the Portland, OR store who not only gives me some valuable advice about the product I want to buy, but also goes and hunts the product down in the warehouse himself, and when he finds that the sales department is too busy to process my credit card and shipping info, he does it himself and finds that he can give me a discount, which he gives me. And, then he personally packed and shipped the item overnight at less than half of what a competitive company could ship it for. Awesome! By not doing “not my job”, they have me as a loyal customer, and a member of their co-op.
BTW - Glad you had a positive experience in my home country, South Africa.

]]> By: Christy http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46771 Christy Tue, 10 Apr 2007 14:39:46 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46771 Geno, you make a great point that good service is the "ante to play." We've spent some time studying companies that live what we call "the DIFF," or companies that go above and beyond the call. So often, however, we are finding companies that are just bringing the minimum ante to the table. We've settled for mediocrity, or "getting the job done." We've noticed this, and have started shaking the dust off our sandles... Focusing on how companies solve problems is a great way to identify those that provide great service. Do they whine? Or do they quickly and quietly solve the problem, without dragging the customer into it, then wow the customer with something extra? But let's not get complacent when a company merely fixes the problem. Good for you. You get a cookie. But you don't get an award just yet. Geno, you make a great point that good service is the “ante to play.” We’ve spent some time studying companies that live what we call “the DIFF,” or companies that go above and beyond the call. So often, however, we are finding companies that are just bringing the minimum ante to the table. We’ve settled for mediocrity, or “getting the job done.” We’ve noticed this, and have started shaking the dust off our sandles…

Focusing on how companies solve problems is a great way to identify those that provide great service. Do they whine? Or do they quickly and quietly solve the problem, without dragging the customer into it, then wow the customer with something extra?

But let’s not get complacent when a company merely fixes the problem. Good for you. You get a cookie. But you don’t get an award just yet.

]]> By: Nancy @Deliver magazine http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46503 Nancy @Deliver magazine Mon, 09 Apr 2007 16:20:04 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46503 a little additional service is what makes the difference between a good company and a great compnay. Haven't we all felt that when someone goes just a bit out of their way for us it made our experience there that much better? I know that when I'm given really great service or have someone willing to assist no matter if the request is "their job" or not, it has prompted me to be a repeat customer. We're all just looking for a bit of good service, aren't we? a little additional service is what makes the difference between a good company and a great compnay. Haven’t we all felt that when someone goes just a bit out of their way for us it made our experience there that much better?
I know that when I’m given really great service or have someone willing to assist no matter if the request is “their job” or not, it has prompted me to be a repeat customer. We’re all just looking for a bit of good service, aren’t we?

]]> By: Vince http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46365 Vince Mon, 09 Apr 2007 04:40:10 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-46365 This is a great post, and a great point. My personal philosophy regarding this sort of thing is that of Nike's: Just DO it. Don't avoid it, complain about it, or form a committee. Just fix it. Solve the problem. In my experience, companies that follow this philosophy are generally more agile and more successful in their areas. This is a great post, and a great point. My personal philosophy regarding this sort of thing is that of Nike’s: Just DO it. Don’t avoid it, complain about it, or form a committee. Just fix it. Solve the problem. In my experience, companies that follow this philosophy are generally more agile and more successful in their areas.

]]> By: Geno http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45633 Geno Fri, 06 Apr 2007 19:56:36 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45633 Hey John, great to hear from you. Lets get together for a drink in New Orleans. Is there an economic barrier? God, I hope not. Do you see the same generosity in service in the states? I have to agree with you that I seem to find it more common in some other countries. I just spent 18 days in South Africa and I would have to say I had some remarkable experiences. From high level service at the InterContinental Sandton to an eagaging and educational shopping experience in a suburb shopping center in JoBurg. Hey John, great to hear from you. Lets get together for a drink in New Orleans.

Is there an economic barrier? God, I hope not. Do you see the same generosity in service in the states? I have to agree with you that I seem to find it more common in some other countries. I just spent 18 days in South Africa and I would have to say I had some remarkable experiences. From high level service at the InterContinental Sandton to an eagaging and educational shopping experience in a suburb shopping center in JoBurg.

]]> By: John Bell http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45523 John Bell Fri, 06 Apr 2007 12:11:11 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45523 Wow. A great observation. There is a generosity in the pool workers offer that you just don't see inside the US much (I just did a bunch of travel through Asia and this type of help came up again and again). Is this the domain of luxury brands like the Four Seasons? Is it possible for the new workers at Circuit City (hired at a few dollars less than the original workers)to offer same? Is there an economic barrier to doing "not doing my job" well? Wow. A great observation. There is a generosity in the pool workers offer that you just don’t see inside the US much (I just did a bunch of travel through Asia and this type of help came up again and again).

Is this the domain of luxury brands like the Four Seasons? Is it possible for the new workers at Circuit City (hired at a few dollars less than the original workers)to offer same? Is there an economic barrier to doing “not doing my job” well?

]]> By: Geno http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45422 Geno Fri, 06 Apr 2007 04:04:32 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45422 Matt, thanks for dropping by and making a comment. It is truly refreshing to be on the receiving end of active "not my job" thinking. Last Wednesday I was in JoBurg visiting for the day at Missing Link, Andre runs the head of the house for ML. When it was time for me to leave I asked if he could call me a cab. He said why I'll drive you to Sandton. This was at the least a one hour round trip drive for him in alot of crazy traffic. I asked him if this was a common thing he did? He said not really but with any guest request or need he will find the best solution for them not him. Your fork topic is an awesome point. How many times have you had to ask someone other than your waiter for a water, a knife, a bottle of ketchup and that person would rather take the time to track down your waiter than just do it in a matter of seconds themselves. Matt, thanks for dropping by and making a comment. It is truly refreshing to be on the receiving end of active “not my job” thinking.

Last Wednesday I was in JoBurg visiting for the day at Missing Link, Andre runs the head of the house for ML. When it was time for me to leave I asked if he could call me a cab. He said why I’ll drive you to Sandton. This was at the least a one hour round trip drive for him in alot of crazy traffic. I asked him if this was a common thing he did? He said not really but with any guest request or need he will find the best solution for them not him.

Your fork topic is an awesome point. How many times have you had to ask someone other than your waiter for a water, a knife, a bottle of ketchup and that person would rather take the time to track down your waiter than just do it in a matter of seconds themselves.

]]> By: Matt http://brainsonfire.com/blog/2007/04/05/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45346 Matt Thu, 05 Apr 2007 21:48:21 +0000 http://brainsonfire.com/blog/how-well-do-you-do-%e2%80%9cnot-my-job%e2%80%9d/#comment-45346 I'm at a restaurant and I need a fork. I don't care if the owner walks by, I expect to get my fork. That's a customer-centric perspective on what "our jobs" are, and I 100% agree it's how great companies are made. Great post! http://mattonmarketing.blogspot.com/2007/04/yes-it-really-is-your-job.html I’m at a restaurant and I need a fork. I don’t care if the owner walks by, I expect to get my fork. That’s a customer-centric perspective on what “our jobs” are, and I 100% agree it’s how great companies are made. Great post!

http://mattonmarketing.blogspot.com/2007/04/yes-it-really-is-your-job.html

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