Quote:
Originally Posted by BrianL99
I've always been an avid reader. When I was a very young boy, perhaps 12-13, I read a biography of Joe Louis, the boxer.
He told of running over to a hill every afternoon, to watch the 2:00 pm train come by and blow it's whistle, when he was a little boy. Joe said he was astounded, at how inefficient the train was, because it seemed to be late, every day.
He then started noting the time the train came through, every afternoon. Turns out, the train was only "late" about once or twice a week.
We only notice, that which doesn't meet our needs or expectations.
One of the greatest lessons I've ever learned.
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I called this the 'curse of invisibility' when talking with my staff about customer service. When you operate a facility the only thing that gets noticed is when something goes wrong, the nicer the facility the more absurd the complaints. If there's not a problem they don't even know you exist.
Try making 15,000 people in a class A facility happy with food service, impossible. I used to quip that one customer in the café line would complain 'there's a fly in my soup', the next person in line would complain 'wait a minute, I didn't get a fly with my soup!'. Same with for snow removal, you could get a foot of snow overnight, have it all cleaned up by 6am and if someone slipped on a little snow or ice that was missed they would raise Cain. Of course when they left home the snow was still stacked 12" deep in their driveway.
I guess if it was easy anyone could have done it
