So I’m having food poisoning and get to the hospital for checkup. I get there I am reminded how some organisations don’t care.
No organisation cares about you. Organisations are not capable of this.
Your bank, certainly, does not care. Neither does your medical aid provider or even your car dealer. It is amazing to me that people are surprised to discover this fact.
People, on the other hand, are perfectly capable of caring. It’s part of being a human. It is only when organisational demands and regulations get in the way that the caring fades. It’s when systems and processes get in the way of being human to your customers.
If you want to build a caring organisation, you need to fill it with caring people and then get out of their way.
When your organisation punishes people for caring, don’t be surprised when people stop caring.
When you free your employees to act like people (as opposed to cogs in a profit-maximising efficient machine) then the caring cannot help but happen.