The Window Can Be Dangerous

People want to know. Maybe not everything, but most things. There is still some bliss associated with ignorance, particularly for those messier details. So, companies are putting more of themselves “in the window”, showing the world how they function and what they actually do.

When you put yourself there, honesty and openness rule the day. With that honesty, innocent mistakes can be forgiven. Companies that insist on the constant spin that everything is perfect need only one thread to see it all unravel. Simply look to the individuals and organizations that quickly find themselves cowering in disgrace.

At the same time, having that type of transparency, especially for a company that has been around for a while, requires that you have your act together. Let me offer a personal example.

Traveling home from a business trip last week, I stopped at a familiar vendor (they have stores across the country with a good reputation) to grab a sandwich for the flight. I placed my order and could watch the staff just to the side making the sandwiches and wraps. The line of people waiting for their food grew, yet the workers showed absolutely no sense of urgency. They also looked as though they didn’t really know how to make what they were selling. They ran out of most types of bread, even though that is their specialty. And they fulfilled the orders out of sequence.

All of this is happening before 6 PM on a Friday in one of the country’s busiest airports.

There were other problems as well: inconsistency in calling out the finished order to patrons; other staff not stepping in to help; a manager trying to decide with another manager which one would stay and which would go to the other location in the terminal. And yes, everything took place in plain sight.

Take a lesson. Get your processes and procedures in place. Train your staff to be customer-centric. Create a sense of urgency in fulfilling customer needs. Then, put it in the window for all to see.

Oh, and if you’re worried about your competitors stealing your ideas, fear not. Out-execute them, and you’ll stay ahead of the game.

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