Get Rid of "It's Not My Job" Syndrome

We have all seen it, felt it, been frustrated by it --- that's the "It's not my job" syndrome. We may have experienced it at a local supermarket when asking about a particular brand, or getting the run around when trying to find out the eligibility requirements for a specific government program, or struggling to decipher your hospital bill with a billing clerk after major surgery.

You probably have more examples. The attitude "I don't give a rip about my job" happens every single day. Many people get this way when they are bored with their job, or feel like a faceless cog in a big wheel or don't know how "what they do" specifically contributes to the goals of their department or business unit. So what causes it? Are your employees exhibiting it?

So how can you, as a leader, who wants to make service a really big deal, prevent "It's not my job" from happening in your organization? Here are three ways to develop commitment and enthusiasm in their people.

1. Communicate The Importance Of What They Do.
Every manager should be able to state a meaningful purpose for his unit and the work that is being done. Here is a short but powerful statement that was developed by a manager for her three-person benefits group in a midsize firm.

"Benefits are about people. It's not whether you have the forms filled in or whether the checks are written. It's whether the people are cared for when they're sick, helped when they're in trouble."

It is a statement with the focus on the end result---serving people---rather than on the means or process---completing forms. How well do you communicate the importance of what is being done in your unit or department or company? You don't have to be in the customer service to be truly focused on serving people better. Focusing on the customer to serve them better is everybody's business.

2. Recognize The Importance Of Recognition.
The motto of many managers is: "Why would I need to thank someone for doing something he's paid to do?" Workers repeatedly tell us, and with great feeling, how much they appreciate a compliment. They also report how distressed they are when their manager doesn't take the time to thank them for a job well done... yet are quick to criticize them for making mistakes.

A pat on the back, simply saying "good going," a dinner for two, a note about their good work to senior executives, some schedule flexibility, a paid day off, or even a flower on a desk with a thank-you note are a few of the hundreds of ways managers can show their appreciation for good work. Money may get people in the door but it doesn't impact how well they will do their job.

3. Tap Into The Importance Of Involvement.
There may be no single motivational tactic more powerful than freeing competent people to do their jobs better, faster, smarter. Our QEW's program has demonstrated time and again how all kinds of employees---from hourly workers doing the most routine tasks to high-ranking professionals --- have improved day-to-day operations that immediately led to higher service quality and ultimately to greater customer satisfaction.

For example, an accounting department manager presented a list of customer complaints at a staff meeting. She then broke the group into teams to find ways to eliminate these service glitches, mishaps and slip-ups. Getting every one involved in problem-solving accomplished three goals. It brought the customers to the center of the department's day-to-day operations; it lead to greater 'buy-in" when changes had to be made in a process or policy or procedures; and finally it said to everyone that they and their ideas are valued.

It is true that most people must work to survive and money is certainly a motivator --- but up to a point. For your employees to achieve great things for your organization, they need to experience purpose, recognition and involvement in their jobs. You can lead the way by ensuring that the above three strategies are part of your operational culture, that is your everyday routine.

Leadership Matters! Do You Have It?

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