What if Human Resources had to sell their services to their customers, fulfill the promise, and be paid based upon results? How many HR teams would get passing grades from the executive team, the leaders and the employees?
From a Vendor Perspective
I came across a cute blurb in Travel & Leisure called “confessions of a hotel reviewer” who travels incognito to hotels where there has been a complaint, and inspects the level of customer service. Actually, I remember that well from years ago when I was a desk clerk at a Holiday Inn. Everyone panicked for weeks before the inspector was “due” because the implications of failure were severe.
Hotels engage these “reviewers“, stores and banks use “secret shoppers,” healthcare uses the Joint Commission, all to make sure that the promise to their customer/patient is being fulfilled. (more…)