As a customer one of the most annoying statements I hear is;
‘Sorry nothing I can do - that’s just the way it is’
What it portrays to me is that employees inside organisations have become tired, and lost their passion to challenge a culture that obviously need challenging!
So often I have heard that expression, or a variation of it, when customer expectations have fallen below the standard the customer expected.
If employees in any organisation say that sort of thing, don’t you think it is sad?
In short it means they have ‘given up’ … and I don’t think we should ever give up trying to change cultures that are wrong.