Originally Posted by
l'etoile
That's really a nice story Chrislorl. Thank you for sharing. I'm especially impressed the agent took time to work on the matter from home.
l'etoile
Starwood co-moderator
I am
impressed that the starwood co-moderator is "especially impressed" by the behaviour of the agent.
By reading the posts from the past, the stories have a clear sign of repetition. IOW, many issues and flaws are identified but the issues and flaws continue to recur. Why are the policy makers ignoring the issues and flaws but continue to reinforce unacceptable behaviour? Why do the processes require and external source to identify an acceptable behaviour? My observation is that many employees are handicapped by dysfunctional processes within the policies. The performance process metrics are meaningless to both the employees and policy makers.
How many policy makers
listen to both the employees and the guests? What do these policy makers do with the feedback?
One nice story is very nice but WHY are they the exception?