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Writer's pictureLuke Miller

Make more heroes.

Between CRA, Telus, and UPS I found myself on ‘hold’ for multiple hours this week. During more than one instance (UPS / Telus) I was passed to three different agents, each requiring a full ‘resubmission’ of all my credentials, tracking numbers, and concerns. 


When I thought the plotline of my ‘drama’ couldn’t get any crazier, I actually had a CRA agent advise me that I could mail a letter with my request, and then they would mail me a letter with the response including the business number I wanted… but no, they cannot give that information over the phone. 

It felt like an episode of the Twilight Zone. 


I used every meditative and stoic tool in my arsenal to maintain sanity through the endless layers of bureaucracy and confusion. It was a crash course to the state of ‘overmanaged risk’ and ‘poor process’ that plague many of our institutions.


Lorne Rubis taught us years ago how amazing organizations find a way to make the front line worker the hero. In my many conversations with call centre workers, their kindness and care was evident, but the constraints of poorly designed systems left them repeatedly apologizing without recourse. 


Leaders have a responsibility to create environments conducive to success through continual improvement and rethinking. 


When your team is consistently receiving gratitude for solving client issues, you will know that your process is working. Ask your team what they need and continue to experiment with solutions until you make them the hero.


It is our duty.


  • Now that’s a peak ethos.


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