By Michael B. Tatham, President, The Tatham Group
You would think that a recession might wake organizations up and make them focus on reducing customer casualties. And many spend a lot of time and money working on this issue. However, no matter how hard organizations try to ‘create customer focus’ the business is disconnected and therefore is just not capable. If you keep doing what you’ve always done…
Recently at Tatham we had a piece of equipment producing poor quality output. After many experiments, the root cause remained elusive. After diligently explaining the situation to the service department, and all the experiments we had run, they decided to call in a service representative to take a look.
First disconnect: Upon his arrival we had to explain the entire issue over again including the experiments we ran. Déjà vu?
Second disconnect: Immediately, we were informed that what we were using the machine for was not what it was designed for (even though it was specifically recommended to us by the sales department). Annoyance.
Third disconnect: He did not have the right tools with him to diagnose the problem. Frustration.
By John Munce, Deployment Executive, The Tatham Group
You’ve got to know where you are if you want to know where you’re going
They say if a butterfly flutters its wings in Brazil, it creates a breeze, then a wind, eventually fuelling a storm on the other side of the world. Commonly known as “The Butterfly Effect”, it suggests that everything is connected to everything; where even the smallest change can have enormous consequences.
The following post is a story from our very first newsletter published a year ago. Since then, Equitable Life has continued to reap the benefits of applying The Tatham Method to their operations, and has continued training its employees to think differently, to challenge status quo and to always improve the customer experience. Here is their story:
“…I don’t have a solution for you. My suggestion would be that you come up with it yourself.”
Lately when I find time to read – which usually happens when I’m crammed into a streetcar on the way to work – I’ve been voraciously attacking, page by page, an excellent book by Michael Pollan called 
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