Delivering Service Excellence – that is not my job.
This is a story about four people named Everybody, Somebody, Anybody, and Nobody.
There was an important job to be done to improve customer service and Everybody was sure that Somebody would do it.
Anybody could have done it but Nobody did it.
Somebody got angry about that because it was Everybody’s job.
Everybody thought Anybody could do it. But Nobody realised that Everybody wouldn’t do it.
It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.
Source: Unknown. Quoted from Kermally, Sultan ( 1996), ‘ Total Management Thinking’ Pearson, London pp144.
