Ten company-sabotaging employees
“If someone in your organization fails to meet his commitments more than once or twice, he lacks accountability,” said Miller. “Over time, employees who fit this profile will cause your market share to drop, especially if you operate in the fast-moving consumer goods space. Customers who didn’t receive what was promised will take their business elsewhere, or even worse, take to the Internet to spread the word about their bad experience. These are the employees bad Yelp reviews are made of, and their lack of accountability will sink your business.”
The feel-good tagline spouter. “We put the customer first.” “Your best interests are our best interests.” “We’ll go the extra mile for you.” Sure, these assurances sound good, but only if they are supported by your employees’ actions. Watch out for individuals who spout platitudes while leaving customers unsatisfied.
“Employees—and by extension, companies—who put their own convenience before that of the customer will see a rapid migration of their customers to other suppliers,” noted Bedford. “Remember, your company’s stated values and policies aren’t worth much if they don’t match up with your individual employees’ attitudes, priorities, and behaviors. Your organization is accountable to its customers, and it’s crucial for your people to take that obligation personally. That means standing behind the product and taking ownership of any problems that crop up, regardless of inconvenience.”
The expense account swindler. We all know people who have doctored expense account forms for personal gain. (Maybe you’ve done so yourself at one time or another.) These folks are masters at justifying why they shelled out the company’s money for expensive meals, room service, entertainment, upgraded rental cars, and more. Sure, some of those expenditures may have been aimed at wooing a prospective client, but come on…no one really believes that the only vehicle the rental agency had to offer was a fully loaded Cadillac Escalade!
“In some organizations, expense account swindling is fairly isolated, while in others, it’s an unwritten part of the culture,” commented Miller. “Either way, this lack of financial accountability needs to stop now. Employees who don’t have a problem lying about their expenses are just as likely to lie about other things, and who knows what that could cost you.”
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