John DiJulius | Customer Experience Blog


Is no job is better than a bad job? ROI on CX | Great leadership is a matter of LOVE
September 3, 2015, 4:10 am
Filed under: Customer Service
Having a job we hate may be worse than not having a job at all – According to the Deloitte Shift Index, 80 percent of people are dissatisfied with their jobs. In his book, Leaders Eat Last, Simon Sinek points out, “Great leaders truly care about those they are privileged to lead and understand that the true cost of the leadership privilege comes at the expense of self-interest…having a job we hate is as bad for our health and sometimes worse than not having a job at all.”

Great leadership is a matter of Love – “Good management is largely a matter of love. Or if you’re uncomfortable with that word, call it caring, because proper management involves caring for people, not manipulating them,” shares Joseph Michelli in his book, The Starbucks Experience. He quotes CEO Howard Schultz, “Most people come to work for a company having had previous work experiences. In many cases, their experience has been bad. As such, they enter with cynicism, and the burden of proof is on leaders to demonstrate that this is a different place.” In order to be a world-class Customer service organization, you must be a world-class employer. It must thrive inside to be experienced outside.

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