Page 30 - Delivering Authentic Customer Experiences

Principle 1 Delivering Authentic Customer Experiences

happened, by the end of that day they found out through a third
party…the truth will out! I received a frantic call from a member
of staff and had to pick up the pieces.

I’m sharing this experience with you for several reasons. The
outcome, the closure of the facility, was inevitable, but the
process was not. The volunteer board seemed unable to transfer
their professional competencies to the business and took little
responsibility for its commercial success. Sadly, decision-makers
seemed oblivious to the impact and consequences on employees,
placing me in a compromising position with regard to my
professionalism and values. Worse still, they planned to leave a
loyal, hard working group of people unemployed without proper
notice.

For my own sanity, I now check out the culture and brand values
of any organisation with which I work. Compromising my own
values is too painful an experience, for which no amount of
financial gain can compensate. It’s imperative to me that I can
operate authentically and keep it real.

Taking authentic action
What will you…
a. Start…
b. Continue…
c. Stop…
to ensure you project an image that aligns with your values?

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