I Take Full Responsibility

Seth Godin wonders: Is “I accept responsibility” the new “Your call is very important to us”? Probably.

He says: One of the best ways to enrage a customer is to duck responsibility.

Airlines do it, accountants do it, lawyers do it. Doctors, too. Frontline service workers are always in the awkward position of having to deal with angry customers about something that’s not their fault.

Often, the very act of evasion is what the customer is angry about. All we want is someone to look us in the eye and take responsibility.

When it comes to getting things done in life, a pattern of behavior beats a claim of responsibility every time. We can never know if a person is responsible we can only know if he was responsible. Did he act responsible?

Don’t just say it…do it, be it.


5 Responses to “I Take Full Responsibility”

  1. Anna Wilde Says:
    February 16th, 2006 at 3:50 pm

    Hi, Theresa:
    Interesting stuff you’re doing.

    Anna

  2. danielle Says:
    February 17th, 2006 at 8:21 am

    This is just what I needed to hear today! Glad to know that you are feeling better. I had a great time with you the other night!

  3. Theresa Says:
    February 18th, 2006 at 7:34 am

    Thanks Danielle. I had a good time, too. Too bad our schedules and locations are at opposite ends of the world. Keep reading and commenting!

  4. Maria Says:
    February 19th, 2006 at 12:11 am

    Hi, there! So you have a new site. Hope all is well and I get to see you soon. Any hope to do lunch or starbuck’s soon? Missing you..
    Maria

  5. Theresa Says:
    February 19th, 2006 at 8:30 am

    Glad you noticed! I work at noon on Tuesdays. How about an early lunch at Applebees or coffee at Starbucks any Tuesday except this coming one.

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