Leigh Duncan writes:
"Not my job" is the enemy of good customer experience.
A "not my job" response forces customers to make an unfortunate choice: seek an alternative source for satisfaction – or walk away, entirely. Customers must also re-process their brand association against this treatment, which may be perceived as indifferent, uncaring, lazy, un-empowered, impolite, foolish -- or all of the above. Amazing how it's possible to communicate so much with just three little words.
"Not my job" culture may cost today's companies more than they realize.
The "not my job" virus harms more than individual customer relationships. Once present, it can spread quickly to infect the front line culture. The "not my job" illness ushers in an attitude of apathy and indifference. This undermines customer-centric, initiative-taking behavior and disrupts teamwork and cooperation.