There’s a widely used technical term within Disability Employment Services and other Australian organisations that explains the process undertaken when stuff doesn’t work out exactly according to the carefully researched, prepared and actioned plan.
The term used is ‘stuff-up’ and, in my experience can be used in 3 circumstances: “total”, “royal” and “absolute, complete….” - the latter tending to be stated at a higher volume level.
One of these events happened recently when I ordered a Pizza that never turned up. I waited, waited, phoned, waited and then was told that essentially it was my entire fault.
Angry tirade on several blogs, told all my friends and vowed never to go back.
While I felt justified and vindicated, actually the person that suffered in this was me, since I am/was rather fond of the product. Eventually a very nice customer service person rang me, offered me free stuff (which I declined) but generally made me feel better about the event. Feeling much better I am a customer again.
On Sunday (last) I attended the NSW “Football4All” gala. What a great event, thoroughly enjoyed myself, made new friends and was overwhelmed by the joy and sportsmanship the players and their families showed.
I met a mum who had not had a great experience with my organisation. Although the events she described happened 3 years ago, listening to her tale I could hear our processes and the actions of my team conspiring to make her experience of working with us a poor one.
Using the scale above it was clear we were talking “Royal” and here’s the shame; after the experience this poor woman’s son gave up in his search for work, preferring to stay home instead.
As you go into a NOVA office as you enter you (should) see a picture of me and, while I am a bit older and balder now, the sentiments expressed in the poster are still my firm belief – “If you aren’t happy with the service from NOVA call us on 1 800 656 537”.
I put the posters up a couple of years ago and, while we still sometimes get stuff wrong they have helped make sure that my Head Office staff stay in touch with the work the rest of the team are doing.
Even so, the truth is that sometimes, despite our best intentions, “stuff-ups” occur. Be assured that NOVA is committed to getting as many as people as possible into meaningful work of their choice in the shortest possible time and with the least pain. If things aren't happening in your job search, give us a call.
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