IMHO, “the bottom line” has ruined this country.
For over 30 years, management types have looked for ways to increase profit and eliminate “waste”. Their underlings bonuses depended upon cutting costs, and jobs of others, wherever possible.
To me, there is no service any more. Very few will take a problem and solve it. Pass the buck seems to be the order of this day.
The beginning of the chapter reminded me of the old adage:
Nothing works, and nobody cares.
Pithy and right on the mark.
And what kind of society lives by that slogan, and why did it get that way?
I take personal responsibility for service, not only in my own job, but in the jobs of those around me. I am a sysadmin for a Radiology department, and I had 10 years of direct service to patients.
I know what constitutes good service, and it is contagious and rewarding. I get a lot of satisfaction out of helping provide that for our patients...
Don’t despair yet!