Did you last customer service experience make common sense?

My old Bookbuzz colleague Dirk de Corte recommended “The Ministry of Common Sense: How to Eliminate Bureaucratic Red Tape, Bad Excuses, and Corporate Bullshit”. I had looked at it before, and I had the impression it was a version of Humanocracy”. There are similar in some way, but this book takes a different angle. It is a great book. That is not surprising. Martin Lindstrom wrote 3 other crackers, namely “Brandwashed”, “Buyology” and “Small data”.

Common sense

This book is about common sense, staff engagement and customer service. They go hand in hand. And common sense is lacking in a lot of places. A book about the use of language, too much compromise, watered downed concept, blindness, stupidity, lack of empathy and forgetting we are all humans. It reminds me of “The glass ceiling”. Automation and lack of common sense also go hand in hand. The reason for lousy morale, lower-than-average productivity, frustrated customers, and an ongoing lack of innovation (despite leaders telling me how eager they are to “harness” or “unleash” new ideas across their organisation, two words I’ve grown to hate) — is that companies have abandoned whatever common sense they once had in favour of systems and processes that a two-week-old golden retriever would find dumb.