Amybeth Hale – Research Goddess

“That’s Not My Job”
December 1, 2009, 7:00 am
Filed under: Thoughts

…yeah, it kinda is.

Ever go to someone at your company to ask for help, only to have them respond, without even looking up at you, with “That’s not my job”? Or called customer service to get resolution on an issue, only to be told “I don’t do that” and not even be forwarded to the right person or at least provided with another number to call?

This attitude of “not my problem!” is out of control today, in my opinion. Sure, you might not have the answer, but with networking being all the rage these days, isn’t it possible that you know someone whose job it actually IS? So, instead of saying “That’s not my job”, how about responding with “I don’t know, but let me see if I know someone who does!”

Customer service isn’t a department in your company – it’s a job that belongs to all of us. And that ESPECIALLY includes internal customer service. To jump on the buzzword bandwagon here, nothing speaks louder about employment brand than how we work to help each other out on the inside. Employees of the company can be your biggest allies – or your worst nightmare – for building a positive employment brand.

I’m not saying that you should let people use you – because there will always be those individuals who will try to pawn their work off on you all the time. Make sure you establish a SLA (service level agreement) with your teammates and colleagues so there is an official procedure for getting things done. But if someone asks you for help, don’t just leave them hanging if it’s outside of your scope. See if you can find someone to help them. Even if the issue doesn’t get resolved, you’ve still painted a positive picture by putting forth the effort. Besides, it takes maybe a minute or two to redirect someone. Can you spare 1/10th of a percent of your day to make a good impression? I sure hope you’re not that busy!


2 Comments so far
Leave a comment

Great post! I agree, I think everyone needs to be an ambassador for their company. Brian

Comment by Brian Batchelder

Very straightforward article that should be part of a company primer – no matter what industry.

Service should prevail over laziness any day of the week.

Comment by Paul M

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