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Getting Past “If they only knew”

Recently I’ve been hearing phrases excuseslike “If they only knew how difficult” or “If they only knew how complicated”. Usually, the phrase is spoken in reference to some demand for service that someone is having trouble meeting and is used almost as an excuse for not being able to live up to expectations.

Typically, explaining how busy you are, how short staffed you are, or how complicated the task is, is perceived as an excuse. Modern customers don’t want to hear it. Barring some major “catastrophe” like a flu epidemic they don’t care that your organization didn’t hire enough people to get the job done. In their mind, that’s your problem and they’re not willing to make your problem their problem. There are almost always constraints or obstacles to performing any worthwhile task. Whether they are legal, political, procedural, fiscal, or even psychological, there are factors that make what would otherwise be a simple task, more difficult. Any dispatcher worth his or her salt can list at least 10 constraints off the top of their head. Read the rest of this entry

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