Have you ever called a customer service center and felt that the person on the other side was reading a script? It is a unanimously frustrating and unfortunately too common experience.
What we usually don’t realize, as Neel highlights in he and Lindsay’s conversation with host, Eric Dye, the rep almost certainly didn't want to be doing that. But that’s what happens when companies, in the pursuit of predictability, create systems that force people to stick to rigid plans. Plans are great but what do you do when the unexpected happens?
In workplaces like our aforementioned customer service center, nothing—you stick to the plan and lose a customer in the process.
Check out the podcast to learn how total motivation can help you avoid the common mistakes many of our organizations make in the pursuit of predictability.