What really happens to humans when they walk into their offices or places of employment?
A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead.
The question I posed in response to his comment on that post was: Why do we transform from humans into robots as soon as we walk into the office building? Unless people are emotionally unavailable and incapable of having relationships before they even walk into the office, why do we suddenly become something we're not? Why can we no longer think for ourselves once we're on the other side of that door?
At this point, I have more questions than answers about what happens at work. For managers, these questions apply as you think about both employees and customers.
The questions could go on and on. The point is, we are all generally good people. More importantly, we are all customers. Someone's customers. We know what it feels like to be a customer. We know how we want to be treated. So why do we do such an awful job of designing and delivering a great customer experience for others, for our customers?
Do you really have to be told that what you do, regardless of whether you're on the frontline or in the back office, impacts the customer experience?
Do you really have to be reminded that the company is in business to create and to nurture a customer? And that the customer pays your salary?
Why do we turn into robots as soon as we walk into the office building, incapable of doing anything but what we're programmed/told to do, without question?
Because of the culture. The leadership. It's toxic, and we do things we're expected to do, despite the fact that those things deviate from our own norms and values and what we believe is right.
Clearly, there are two things that can happen next, if you find yourself in this situation:
"For me, I am driven by two main philosophies: know more today about the world than I knew yesterday, and lessen the suffering of others. You'd be surprised how far that gets you." - N eil deGrasse Tyson