We all have something we do to pay the bills. For most of us that’s a job. And besides the obvious reasons, like needing to make the house payment and pay for food, our jobs have things about them that sometimes make them worth getting up in the morning. For me, one of the advantages is when a customer appreciates my work and takes the time to say so.
Most of my time at work is what I call “widget based.” We have certain goals – The Company calls them production goals although we don’t actually produce anything – and the jobs or tasks we do have a certain number of points assigned to them. Every month our success (or lack thereof) is determined by how many of these widgets we do.
Of course I’ve been doing this kind of work a lot longer than most of the people I work with, and I remember a time when our primary focus was taking care of our customers, no matter what we needed to do or how long it took. The Company says it still cares, and I suppose at the most basic level it still does. But my job, and The Company’s method for determining how well I do it, is based on the number of widgets I do. We don’t measure customer satisfaction, with me or anyone else.
Sometimes though, while I’m sitting at my desk trying to figure out how squeeze out a few more widgets in order to earn enough points to keep my job, I get e-mails like this one from a customer who I made happy:
Hello Tom,
I received the renewal documents for the (loan). We have both signed and I will be mailing them back today in the self-addressed envelope.
Thank you for believing and trusting in our company. I did want to update you on the (balances) of these loans. As of Friday, I paid off the remaining balance on the credit card and I also paid down $70,000 on the line we are now renewing. Just wanted you to know.
Have a great week!
Thanks again,
So in this whole crazy world of business, even though I might not get any points from The Company for happy customers, I can still get points from the customers. And I think that makes for good Karma. And plenty of reason to go back tomorrow!
