October 13, 2026

TRACKING. KILLS. TRUST.

🚀 Audacious Move™ of the Week

TRACKING. KILLS. TRUST.

Employee monitoring and customer service scorecards can undermine the very behaviour that creates extraordinary customer experiences.

🔥 You Can’t Measure Your Way to Caring

We’ve become obsessed with measuring everything.

Every customer interaction.

Every word spoken.

Every second spent.

Every procedure followed.

And now AI can monitor practically every aspect of the customer conversation.

Wonderful.

Or is it?

We’re getting better at measuring customer service without necessarily getting better at SERVING customers.

There’s a BIG difference.

❤️ Customers Don’t Crave a Perfect Score

Think about the last time you had a serious problem with a company.

Did you care whether the employee followed the approved script?

Or completed the transaction within the prescribed time?

Of course not.

You wanted someone who actually gave a damn.

Someone who understood your problem.

Someone who cared enough to find a solution.

Someone who made you FEEL that you mattered.

That’s what customers CRAVE.

Not another perfectly executed corporate procedure.

💥 The Goosebumps Connection

I’ve always argued that organizations need to Hire for Goosebumps™.

Recruit Human Being Lovers.

People who genuinely love making someone’s day.

People who instinctively want to help.

YOU CAN TEACH THE SKILL. YOU CAN’T TEACH THE WILL.

But here’s the problem.

You can hire the most extraordinary Human Being Lovers on the planet.

Then destroy their effectiveness by forcing them to behave like programmed robots.

Follow the script.

Meet the target.

Obey the policy.

Don’t take too long.

Don’t make exceptions.

Congratulations.

You’ve just hired someone who LOVES humans and created an environment that prevents them from showing it.

How stupid is that?

🚀 Your Operating System Is the Culprit

This is why the BE DiFFERENT Growth Playbook™ doesn’t stop at creating a Strategic Game Plan™.

You have to OPERATE IT.

Bake differentiation into the way your organization actually works.

If your strategy promises Dazzling Moments™, your operating system must make them possible.

Build an Organizational Instinct™ to solve customer problems rather than defend policies.

Practice Say YES!™.

Give frontline people the freedom to solve problems.

And measure what actually matters.

Not script compliance.

Not transaction speed.

Did we solve the customer’s problem?

Did we give them a reason to stay?

I’m not against measurement.

I’m against measuring the wrong damn things.

Because extraordinary service doesn’t come from watching people more closely.

It comes from giving the RIGHT people the freedom to do extraordinary things.

Hire people who love humans.

You can’t monitor someone into giving a damn.

🚀 Want more Audacious Moves™?

🎙️ Listen to Audacious Moves to a BILLION™ for practical, contrarian ideas for building an extraordinary business.

✍🏻 Explore more articles, ideas and proven tools at BE DiFFERENT or be dead.

Extraordinary businesses aren’t built by ordinary decisions.

They’re built one Audacious Move™ at a time.

Now go make yours.

Cheers,
Roy

• Posted 10.13.26 at 06:00 am by Roy Osing
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