“A Fish Always Stinks From The Head”

3 Mar

While many cultures claim the proverb as their own, the interpretation is consistent. If a government, business, or organization fails, it is the leadership that is the root cause.

I think of this proverb often lately. Why? Well, I suffer the frustration of poor customer service on a daily basis. Am I unique in my suffering? I don’t think so.  I really don’t think I’ve set my expectations too high either. In fact, if I set the bar any lower, I could step over it! Let me give you an example and let me know if any of this rings true in your life.

When I contact a sales person at a company for a quote on a product or service they provide, I expect a returned call. When they say they will send a proposal, I expect them to do so. If they are unable to accommodate the scope of my request, I expect them to pick up the phone and let’s talk. Don’t just ignore my voice mails and emails. Bottom line, care enough about your reputation and that of your company to treat prospects with respect.

So, what does this have to do with the title of this article? It’s my opinion that if this lack of customer service exists in a company, then it’s because it is tolerated. And, if the leader of the organization doesn’t know that his/her employees are handling prospective customers this way, then there in lies the rub. A good leader knows his/her staff. He cares about his service and his customers. The leader sets the tone of the company, the expectations, and establishes ways to monitor and measure against these expectations.

I’ve had the pleasure to work for some great leaders so I know value of their influence. Tom Marello, my general manager at the former Renaissance Hotel in Downtown Atlanta used to require his Executive Committee members to take at least one hour each day to walk around the hotel and meet the staff, and take the time and effort to coach them in areas of deficiency. Tom knew the name and family members of each of our 200 hotel staff. We worked hard to impress him and he worked hard to give us a great hotel product to sell.  The real winners were the guests/customers. We wanted them to respect us and respect our boss. We wanted to give them a great customer service experience because we had pride in our hotel and in our boss.

If you’re a boss, give it some thought. Are your employees a positive reflection of your company or department? If not, it’s not too late to “clean the fish.”

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2 Responses to ““A Fish Always Stinks From The Head””

  1. Ana Pulley August 6, 2014 at 9:46 pm #

    Great Blog.. I worked with Tom Marello many years ago–back in the late 70s early 80s at Omni Norfolk.. many of us have been trying to locate him… does anyone know where he is working now?

    • Cindy Rosen August 7, 2014 at 7:23 am #

      Hi Ana, Glad you enjoyed the blog. I too would like to know Tom’s whereabouts.

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