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In summary, I struggled to find the origin or rationale behind a lot of really onerous and time-consuming processes which added no value whatsoever to the customer experience in a business which was struggling to get good customer feedback. I wasn’t sure that anyone in management had actually made a decision for quite some time because everyone was so ‘busy’ but certainly lots of decisions had been made by ‘somebody’, ‘them’, ‘everyone’ and ‘not me’.


I did, however, trace one hugely cumbersome and pointless process back to a team leader who had only lasted about two weeks in the business. After he left, everyone just carried on doing it, without question. It was so pointless that two people were employed full-time to do it.


There is a wonderful book by one of my favourite artists, David Shrigley, called ‘What the Hell are You Doing?’ It is a metaphor for life which is as useful in life as it is in business. If you ever get the chance, please read a few pages and then look around you. You will understand what I’m talking about.


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