I recently received a note from an individual following up on a request they had submitted to my office about a month ago. The status of their request was still noted as “not reviewed”, meaning the individual in charge of that area had not reviewed their request to move through the process. As I responded to the individual, apologizing and ensuring them I would follow-up with the appropriate individuals for them, I decided to check and see how many people had that status in our system. To my dismay there were over 5500 requests dating all the way back to 2007 (please note we receive about 35,000 requests per year).
Needless to say it made me angry. I love my co-workers, but I wanted to berate them for being so careless that they didn’t even look at someone’s request for four years. We talk in our team meetings about how great of service we want to provide and how frustrated we get when a department doesn’t respond to us, but we didn’t return the same respect to our own customers. As I thought about it I went over the excuses that would come up in discussing it and it always comes down to one excuse; “I don’t have time”. Continue reading