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John Brandt, CEO and founder of The MPI Group and author of Nincompoopery: Why Your Customers Hate You—and How to Fix It, recently answered questions on customer satisfaction, hiring, innovation and leading change.
What is Nincompoopery?
It’s the corporate stupidity that drives customers crazy, and keeps everyone—customers, employees, managers and business owners—from getting what they want. It’s what happens every time you expect a company’s service or product or process to work, but it doesn’t—and nobody can seem to fix it, even though everybody knows what’s wrong.
For example: Have you ever taken your car to get fixed, been inconvenienced for several hours as you waited, only to discover that the repair was done badly or not at all? Not only do you have to take the car back; you also have to wait again as the car is fixed a second time, or else drive an unsafe vehicle. You’re irritated, the shop loses money, the mechanic’s boss is frustrated, and the mechanic is told that he or she is a nincompoop, or at least feels like one.
But it’s never the nincompoop, it’s always the Nincompoopery. Because if the repair shop had trained and trusted the mechanic on more than just technical skills—for example, process improvement methodologies or the revenue and profit implications of his or her work—then he or she might have created an innovative way to review his or her work (a checklist, maybe?) to prevent sloppy errors and wasted time. Satisfied customers would feel more confident in their repairs, the shop would make more money, and the mechanic wouldn’t look or feel like a nincompoop.
Why is Nincompoopery more rampant now than ever?
Mostly because it’s more difficult to lead an organization than e… Read More
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