After a 6.5 hour flight with 2 children, my sister was informed by the rental company that the car she had booked was not ready and that she should wait in the lounge and they would call her on the tannoy. Not what you expect first thing in the morning!

When she expressed her dis-satisfaction, she was told that this was the busy time of the

"Do we look like we care? 'cos we don't!"

year and that there was nothing they could do about it.

When she suggested that they should probably have had some buffer stock in place and that they knew it was going to be busy, they just shrugged their shoulders and suggested that she email head office.

When she suggested that it was their responsibility to raise it with head office they simple said – “They dont listen to us”

When they were asked what their role was – they said it was to handle the abuse from customers! –

Another member of staff said that it was like working for disney – just a pure joke!

"It was such a busy day in Shannon"

Incidentally, Disney is far from a joke in terms of well run companies.

The situation about the car not being ready was bad, but could have been handled so much better. They simply did not care and indicated as much – it was as if to say – “suck it up – you chose to arrive in Ireland on a busy weekend”

If businesses want to survive and thrive – they have to make sure that the whole team cares about what they do, how they do it and pass this to the customer. Indifference will lose your company business.

To look at how best to train your team, email or call us today.

About the author,

Hi I’m Derek O’Dwyer. I have been an ActionCOACH for the last 18 years. I live in Clare and work with businesses around Ireland to take their business to the next level. I am passionate about business and providing help and advice. In the past 18 years I have worked with over 400 business owners helping them and their business. I adapt my coaching depending on what you and your business need. I find that each coaching relationship is different but as long as we understand that we have a common objective with timescales, positive things happen quickly. I am a firm believer i the concept of “what you can measure you can manage” and “what you measure you can improve”. Key performance indicators and accountability form the bedrock of my coaching platforms. If making more money from your business, working less hours in your business and having a great team running your business then it’s worth having a discussion with me. If you are willing to implement changes I will be there to help every step of the way. In terms of personal accolades and recognition I have been awarded ActionCOACH of the year in Ireland every year for the last ten years In 2019 I was inducted into the ActionCOACH Global Hall Of Fame I was global Rookie Coach of The Year in 2002 having achieved remarkable success as the first ActionCOACH in Europe. Many of my clients have also received awards from their peers for their business improvements.

×