tag:blogger.com,1999:blog-21281504.post3072480875812274061..comments2023-08-05T04:00:39.718-07:00Comments on Leadership Commentary: No Hand BacksDan Nearyhttp://www.blogger.com/profile/08554957406360808475noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-21281504.post-57507152508100274882007-03-29T11:16:00.000-07:002007-03-29T11:16:00.000-07:00This is great. We all need to be reminded of this...This is great. We all need to be reminded of this. It's too easy to hand back. I know I'm guilty. Sometimes it's hard to think through the difference between "There is nothing we can do about this", and "How can I help this person take the next step?" . Excellent food for thought.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-21281504.post-40950778922244502452007-03-29T10:05:00.000-07:002007-03-29T10:05:00.000-07:00Dan: well said. The "hand backs" concept reminded...Dan: well said. The "hand backs" concept reminded me of when I was a kid one of the rules for tag was no "tag backs" which meant when you were tagged by the person who was "it", you couldn't just reach back and tag them as "it" again. Same concept I guess at least on the surface. The "customer" tags us and we become "it" handing the issue back to them instead of taking it on makes them still "it" again. And really who wants to "it" all them time? You'd eventually quit and go home.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-21281504.post-42333974060373429182007-03-29T09:06:00.000-07:002007-03-29T09:06:00.000-07:00As both a customer/client & employee I'm in favor ...As both a customer/client & employee I'm in favor of the "no hands back" policy. I also agree with the comment regarding "a get-back" policy. There are great ways to handle a situation in which you do not know the answer to the problem, but can still be part of the solution.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-21281504.post-68576408971464495102007-03-29T08:54:00.000-07:002007-03-29T08:54:00.000-07:00In order for a simple rule like this to work, I su...In order for a simple rule like this to work, I suppose we'd need to have some understandings of what does not constitute a hand back, such as:<BR/> - "Later" (or "get back") is not a hand back<BR/> - "No" is not a hand back. No is just no ("no, you can't do that or have that" , "no, this isn't something with which we can help you")Dan Nearyhttps://www.blogger.com/profile/08554957406360808475noreply@blogger.comtag:blogger.com,1999:blog-21281504.post-63753431145985968672007-03-29T08:25:00.000-07:002007-03-29T08:25:00.000-07:00I like it—you have collected some good thoughts. ...I like it—you have collected some good thoughts. You might consider an additional component besides a hand-off or hand-back—a get-back (a slightly modified version of a handoff). In many ministry environments at least, there exists insufficient staffing or resources to immediately handoff the monkey to the qualified or responsible party or department. In those cases, I have instructed my staff to respond with, “I don’t know the answer to your question or who to direct you to for an answer. However, I will find out and get back to you sometime today.” It becomes a win if we can under-promise but over-deliver in a timely fashion and resolve the person’s issue, meeting or exceeding their expectations. I wish I could say this always happens according to the script, but we are working on it!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-21281504.post-90719459080454740912007-03-28T21:42:00.000-07:002007-03-28T21:42:00.000-07:00hmmm. interesting. now I have to learn to use voic...hmmm. interesting. now I have to learn to use voicemail forwarding? Really thinking about the teamwork this approach might foster: if everyone interacts, there's increased equality and shared responsibility. Every link in the chain is vital and valuable. It's the West-Jet mentality: everyone owns the airline, so there is customer service from the ground up rather than top down.Anonymousnoreply@blogger.com