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 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. Budget cuts can mean that the department can no longer afford to be a Butler. 

Perhaps it is time to consider becoming an Accountant to meet the new realities of the organization. 

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

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

Finally, the ISP need to enforce these new service standards to its team. Hero syndrome (trying to do everything) can lead to team members to overcommit and under-deliver. 

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

Posted on June 13, 2014 and filed under blog.