Success Incubator: Sharing Personal & Professional Business Coaching & Consultanting (Coachsultant) Advice & Fractional COO Knowledge through Speaking, Writing, & Teaching
Have you witnessed how measurements can drive bad behavior? . This is a quick post, as we are disembarking from our cruise this morning. I spent the last week on a Royal Caribbean Group cruise ship. We visited Costa Maya, Roatan, and Cozumel. Every evening dining experience in the main dining room and specialty dining ended in the same way. The waiter literally begging us for a 10 on the survey after the cruise. It was very off-putting and I'll ensure I let Royal Caribbean know this. This is an example of how a measurement can drive bad behavior. Employees begging for a 10 out of 10 on a rating instead of focusing on delivering a 10 experience. Where have you seen bad behavior because of a measurement? ..... Follow me if you enjoy discussing business and success daily. Click my notification bell 🔔 to be informed when I post. #business #success #incubator #coaching #consultants #neversettle
Ray Treviño
8mo
I see this in just about every interaction I have. From dealing with quickbooks, servicing my car, or adding an additional phone line to our business account. While, I have worked in the auto industry and fitness industry who are both very survey driven, I totally understand the concept and why.... but also agree with you completely. If you focus on delivering a 10, why would you have to ask.
Dean Wiener
8mo
The only one I can think of is service and buying at an auto dealer. And if you are literally begging for a 10, chances are it was not a 10 experience. By the way someone's compensation should not be tied to a perfect score. Many people will select a 9 if they had a great experience or even an 8. Now if someone selected a 3 or 4 likely with some additional comments, there is an issue that needs to be addressed.
Nick Garner
8mo
A few years ago, I bought my wife a pre-owned Volvo from Park Place in Dallas, TX. The entire experience from shopping on their website to how we were treated at the dealership was outstanding. They treated us like we were buying a $100k vehicle instead of a year old Volvo. When we were wrapping up the paperwork and getting ready to take possession of the car I told the sales manager that this was the best car buying experience I had ever had. He told me, with obvious pride, "Because that's what we do here. We have people fly in from out of state to buy cars from us." I have yet to have as good an experience three cars later.
Ron Pereira
8mo
Car dealership when buying a car. The sales guy literally gave us a sample questionnaire showing how to answer each question when the survey came. It was beyond over the top. But, to be clear, I don’t blame the sales guy since they’re simply dealing with a horrible management system.
D. Matt Scherer
8mo
John, my favorite example of this? It was a hotel in Searcy, Arkansas. The general manager posted the survey with the highest marks shown. I, of course, gave this hotel a very negative review. Smart owners recognize that surveys show how all customers think of all aspects of their organization. As for your example, I feel sorry for the wait staff.
Matthew Ward
8mo
If it can be measured it can be gamed. And it often is because people know it's the metrics people watch and not the behaviour driving them. And this is because it's the metrics the metric watchers are rewarded for and not the behaviour behind them. It's the very definition of perverse incentives.
That reminds me one of the principles for transformation, written by Dr. Deming in his book “Out of the crisis”: Eliminate slogans, exhortations and targets for the work force. I liked especially the following sentence that led me to think how we account people with the wrong metrics, instead of making them pursue things that are really in their control.
BMW does this here in SA. In my opinion, their service dpt is the WORSE. And they follow up because they are also required to have a high response rate. One time I even got a call from the manager and I told him that if I had not responded by then, it was probably best that I didn't. 😉
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8moAbsolutely- measurements linked to incentives drive behaviour.