Satisfied Customers?

This is a recent document sent to me by an anonymous source at LabCorp. Click on the thumbnail image on the left to see the readable full page view.

No one told the LabCorp employees that such a survey was taking place.

I would think that an important process in a customer-focused organization is to involve employees in the process of satisfying customers.

If LabCorp were serious about this, there would be meetings with employees, and training to help satisfy customers. But all we get are little gems like this piece of paper periodically stuck on the bulletin board with no comment.

This is supposed to be a report on a "drive" to become a customer focused company. If so, the employees, me included, have never heard of it until this note magically appeared. That's it, just the note.

And management seems amazed that we manage to do as good as we do "in spite" of the pressure. If management spent a little money to hire more people to take the pressure off, we might even do better, and retain more customers and , gasp!, increase profits. But LabCorp has always seemed to be penny wise and pound foolish.

Come on, management, get a clue. Listen to the employees you so admire and spend the money to retain customers and service them in a way that generates word-of-mouth advertising. Its the best way to earn profits in the long run.