SILO and Other Four Letter Words

Nothing confounds Customers quite a much as dealing with a service provider Silo by Silo.

To customers, Silo is a four letter word.

Customers feel "Silo Pain" in: internal conflict, delays, missing information, mistakes, confusion and worst of all, being told "It's not my job."

It happens more often than we may think and in virtually every company. It has to do with the way companies are organized, department by department, division by division and location by location, often with separate and competing P&L's.

A Silo Mentality is hammered into managers until it is very difficult for them to see past their department walls. Moreover, managers often are rewarded for the narrow focus this approach fosters.

Too often Customer Service has the responsibility (but not the authority) to overcome this Silo Structure in the in the pursuit Service Excellence.

Some companies DO overcome their self imposed Silo organization.

How?

These companies and their managers recognize a common and singular interest: the Customer.

Department walls are breached, teams of employees overcome differences, pointed fingers are dropped, internal deadlines are negotiated and each person recognizes his or her essential contribution to the common goal.

Given organizational structure, as well as human nature, none of this happens naturally, or by magic. It requires leadership with the Vision and Commitment to make it a Reality.

Here are some simple questions that may launch you on the path to a Silo-Less company:

• Is Silo a four letter word in your organization?
• Is the breaking down of walls a corporate goal?
• Do your managers meet and discuss ways to put the Customer FIRST?
• Are your internal service and execution teams aligned ... better, yet ... on ONE TEAM?
• Is there a line of sight to the customer for everyone on the Team?
• Are Internal Customers treated with the same respect and urgency as External Customers?
• Is process documented, uniquely by customer, as required?
• Are simple functions such as a "kick off" meetings for projects required?
• Are the benefits of cooperation clearly understood?
• Is there leadership for continuing improvement toward Customer Service Excellence?
• Are the WINNING results of cooperation and common goals recognized and celebrated?

The answers to these questions and more will put you on the road to overcome Silos and DELIGHT CUSTOMERS!