She shrugged. โ๐๐ ๐ถ๐ ๐๐ต๐ฎ๐ ๐ถ๐ ๐ถ๐.โ
I just observed, โ๐๐ฉ๐ข๐ตโ๐ด ๐ข ๐ฃ๐ช๐ต ๐ฆ๐น๐ฉ๐ข๐ถ๐ด๐ต๐ช๐ฏ๐จ,โ after watching her re-key the same receipt five times. Click through five screens, 5 times! Print five pieces of paper.
It came about at Whitcoulls recently, when Iโd simply asked for a gift exchange slip for each book I was buying.
She was happy to help. Did the clicks. Printed the paper.
But then that phrase, โ๐๐ ๐ถ๐ ๐๐ต๐ฎ๐ ๐ถ๐.”
A sign of a system where frontline staff have no path to get it fixed, and the people who built the process are too far removed to feel the pain.
So the clunky, unproductive system just continues.
Unquestioned.
Unchanged.
โด
This isnโt a dig at Whitcoulls.
Itโs a reminder that we all probably have a system like that too.
And a reminder, to make it ridiculously easy for frontline teams to suggest improvements.
Then fix them some of them.
