Ever notice how some policies are so antiquated they actually cost the company money, but because the system is a golden calf to some executive, it will continue come hell or high water?

This past week a colleague shared a story along the lines, and it still has me shaking my head.

Background
Seems that a sports store chain had five stores in one of its regional markets. The outermost store in the region was enjoying much success due to a flourishing housing market there, so he was selling out of some merchandise that normally just collected dust.

One or two phone calls was all it took to locate a particular product at one of the other stores, but sometimes the customer didn’t want to drive 20 miles to go pick it up.

Now you’d think that these stores would be able to fill out a little paperwork and transfer merchandise between stores with relative ease, but that would make too much sense. This company required the product first be sent all the way back to the central warehouse, and then be ordered by the requesting store so it could be sent out on their next order shipment — a process that sometimes took six weeks.

Innovation
As you can imagine, the manager at that growing location didn’t want to lose sales, so he thought of a way to circumvent the senseless transfer policy. He personally drove the 20 miles in his own vehicle, bought the requested merchandise on his own credit card, and then took it back to his store where he would return it. The next day he made a sale—and created a loyal customer.

Stupidity
When the company found out about this, what did they do? They fired him. Apparently somebody’s sacred system was more important than making sales.

I’d like to think that workplace excellence involves getting fresh eyes in the mix and sincerely asking for input on how they think things could be more efficient and effective.

As for golden calves, advances in technology practically dictate that we reconsider them at least every year or so. The purpose of our business should be growth, not pridefully adhering to antiquated policies.

Share This

Filed in Business, Opinion, Motivation, Management, Sales, Leadership