Backstage Just Came Onstage
A few weeks ago I posted an article titled, “Never Let Backstage Come Onstage,” (which is actually the first chapter in my new book, Lessons From the Mouse). The backstage/onstage philosophy means that certain operational realities, those that a customer should never experience, must remain backstage. When they somehow creep onstage, the organization’s brand is compromised. Backstage coming onstage can be a physical issue, such as leaving a stockroom door open so customers have a clear view of the typical behind the scenes chaos. Backstage can also be “attitudinal,” such as two employees discussing the previous night’s keg party with earshot of customers.
The reason I’m reflecting on this earlier blog post is because a colleague recently sent me a YouTube clip I had not seen before. The video highlights a glaring example of backstage coming onstage in a very public way. The first minute of the video provides the setup, but watch what happens as the story plays out.
Click here to see the video - Anchor Versus Reporter
Never let backstage come onstage!
This posting provided two great video scenarios experiences (a two-for-one): (1) The great example of lacking concern and customer service as provided by the landlord for his tenants. As he said, they could get the elevator fixed in “six weeks” (without putting any pressure on the repair company for his suffering tenants) and he felt working after hours (6-8 PM) or weekends wasn’t “a typical situation” (I guess he never heard of over-time.) The tenant (customer) is getting the standard put-off without resolution or satisfaction. (2) The even greater by-play that takes place is the interaction between the anchor back in the TV studio and the incompetent reporter on the scene. Their back-and-forth jabs are priceless…BUT as you say, “never let backstage come onstage.” These guys obviously never read “Lessons from the Mouse,” nor do they seem aware that they are airing their dirty laundry in front of a live audience. Great theater — bad customer service for the TV viewers as well. Great examples.
this calls for a culture change in the organisation. this can only happen when the boss, that is me, takes the initiative.
when we introduced this to our team, they would not believe. but once the goodies called appreciation started coming their way, the attitude of team changed. now the working enviornment is more postive, with attitude busters role going backstage.