An eye for an eye. A tooth for a tooth. The old Mesopotamian philosophy to make sure that one action had a counter-balancing opposite - were they right?
This month, we achieved an imbalance which needed addressing. We marginally under-performed. So we became Mesopotamian.
For those who don’t know, we ask our clients to rate us each month. Red (poor), Amber (good), Green (excellent).
And when it aint 100% excellent, we take a forfeit to ensure the universe is once more balanced. This month, my esteemed colleague Dave Jackson, had himself auctioned into IT slavery for a day to restore balance. All because we weren’t quite perfect.
But 1 - 1 = 0. And who wants to get a result of zero? Were the Mesopotamian’s wrong?
Yes they were. We got 1 - 1 = £310.
Okay, 100% of clients were either “Green” (the vast majority) or “Amber” (good). And no clients gave us a “Red” (poor).
BUT we had to take the heat. And Dave did. He was auctioned as a punishment for our gross under-performance.
And here’s what happened. You may have to click twice to make the video play. And before you do, turn up your speakers:
More to follow…
if you found this interesting, then please share it!
8 responses so far ↓
1 CatherineL // Dec 8, 2007 at 11:41 am
Ian - that was excellent. Who’d've thought the bidding would go so high?
Who’s turn is it for the next forfeit then?
2 Ian Denny // Dec 14, 2007 at 2:25 pm
Thanks Cath. Steve’s turn next. We’ve been so busy this month, we haven’t had chance to arrange anything!
Steve, being an enthusiastic biker, may be volunteered to do a jump. A kind of homage to the recently deceased Evil Knievel.
We’re still really busy, but looks like it will calm a little in January.
3 Barbara // Dec 15, 2007 at 8:17 am
Ian,
These forfeits are a great way to stay on top of your customer service. It’s too bad others don’t “‘punish themselves” pubically, when their performance doesn’t meet the client’s expectations.
By using a rating system and monthly forfeits, I would imagine your level of service is superb.
Kudos to Multi-Solutions for walking their talk.
4 CatherineL // Dec 16, 2007 at 6:06 am
Ian - it won’t be calm if Steve starts doing Eveil Knievel stunts!
I must say I’m enjoying watching these videos though. Will be in touch soon re: the web address you sent.
5 Dave // Dec 21, 2007 at 6:54 pm
Barbara, I think everyone else SHOULD punish themselves in the manner you suggest :-). Thats far too painful for me though!
(I imagine its a spelling error though).
6 Barbara // Jan 4, 2008 at 9:56 am
Dave, That’s too funny…it was a typo, but maybe it’s not a bad idea…
Ian, you’ll have to edit my comment, and fix that typo for me…. unless you prefer to leave it alone so everyone can get a good laugh
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