When Butlers run out of money

Butlers are well known for their customer service focus. They focus on their clients and do whatever it takes to meet their needs. So what happens when their budget gets slashed?

In this situation, Butlers tend to try to keep operating as usual. They work longer and harder to keep delivering the same level of service. But this only leads to failure and disappointment as they can’t possibly keep up with the old pace. User satisfaction plummets and employee commitment drops.  

What should Butlers do when budgets gets cut? The first question to ask is if it’s still possible to be a Butler. If the budget gets cut it means that the organization is going through a phase of change and perhaps the expectations from the internal service provider are changing. Therefore, perhaps it is time to consider becoming an Accountant to meet the new realities of the organization. 

Regardless of the family, it is important for the Butler to quickly determine what it will stop doing. Leaders should go through a careful review of their service standards to adjust the service levels to the new realities. 

The next step is to set expectations to their users about the new service standards. Users need to quickly be informed that the service levels will change or else they will simply see it as a failure of the ISP to deliver and thus will be dissatisfied. 

Finally, the ISP need to enforce these new service standards to their own team to avoid individuals from committing to  more than they can handle. 

The worst thing to do is to pretend that it is “business as usual”. 


Posted on October 17, 2013 and filed under ISP3.