Creating the "Can't Do" Culture

Article as appeared in The New Leaf ™.

I've run into remarkable instances of "Can't Do" culture lately. I marvel at the resources these cultures commit to holding the line against problem solving, innovation, and service. In fact, I'm so impressed that I've put together a Top Ten List for designing your own "Can't Do" culture.

1. The best defense is a good offense. Blame the customer first.
2. If that fails, find a person or situation outside your organization on whom to place responsibility.
3. Never confuse the needs of the customer with your sales goals. Sell first, ask questions later.
4. Keep sales and technical support staff separate and make sure that they cannot educate each other.
5. Make sure that front line employees know that customers are unreliable so that they do not waste valuable time listening to them.
6. There's no excuse for a voice mail system that subjects you to frequent, live contact with your customers. If too many unsatisfied customers are getting through, it's time to redesign your voice mail menu.
7. Can't Do Cultures thrive in isolation. Leave fax and email information off your letterheads.
8. Respond to emails by phone, to phone calls by letter, and to faxes not at all.
9. If you must provide contact information, use an 800 number that is always busy. Never give access to direct lines.
10. Never, ever listen to a customer's suggestion that there is a simple fix to a problem. What if they all tried to help?

Of course, if you insist on collaborating with your customers to create a "Can Do" culture, that's your business. I can't stop you from breaking these rules and creating long term relationships and enduring prosperity. It's your choice!