Crack The Customer Code

Something important needs to be done and employees say, “It’s not my job!” This happens a lot! In this episode, Jeannie and Adam explore why this happens and how to fix it. “It’s not my job!” Chances are, you’ve heard this refrain from employees when asked to step outside the confines of their job description. And while responsibility creep and role creep are very real issues employees may need to watch out for, it becomes a problem when your team isn’t willing to pitch in for the greater good. This becomes an even bigger problem during times of change. When leaders need their teams to pull together for the sake of creating better experiences, then receive nothing but pushback or even outright refusal to cooperate, the notion of positive change can seem like a pipe dream. After all, it’s not written into their job descriptions! As a leader, what can you do!? “You have to be the most #customer-centric person in the building.” -Adam Toporek It’s great to have superstars who love to jump in and help with