The point of transaction is that spot where your customers derive value from service organizations and government.  Simple enough, but that person that they come in contact with is typically not the owner, CEO or executive.  In fact it isn’t usually the manager or supervisor . . . it is the front-line worker.
Focus
All those in supporting or management roles are typically the ones making life “easier” for the front-line through technology, scripts, rules, procedures, targets, best practices, coaching and other nonsensical “help.”  After all, the work has to be managed as do the people along with it.  The management paradox is that all these things lead to an entrapping and dismal work environment.  Worse, this makes costs increase and service poor.

While targets become the defacto purpose (over serving the customer).  Best practices, rules, scripts and procedures only allow the front-line to check their brains at the door.  Coaching and technology is thrust upon them by people that know little about the work that is being executed . . . after all these are the smarter people. 

A front-line worker has a choice either serve the master that pays them or serve the customer that pays the master.  Choose one. 

So where does your front-line focus?  A better leadership strategy should begin with finding out.

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Tripp Babbitt is a speaker, blogger and consultant to service industry (private and public).  His organization helps executives find a better way to make the work work.  Download free from www.newsystemsthinking.com “Understanding Your Organization as a System” and gain knowledge of systems thinking or contact us about our intervention services at info@newsystemsthinking.com.  Reach him on Twitter at www.twitter.com/TriBabbitt or LinkedIn at www.linkedin.com/in/trippbabbitt.