Tuesday, October 22, 2013

What Happens in Vagueness Stays in Vagueness

Image courtesy of Stew Dean
Do your employees know what's expected of them, in general? And when it comes to delivering a great customer experience?

I wish I could say that I made up this saying, but I didn't. When I saw it, I thought it was pretty clever. And fitting.

What happens in vagueness stays in vagueness.

Vagueness is the enemy. It's the antithesis of everything we teach and preach about what's required to deliver a great customer experience - and a great employee experience.

Vagueness is the absence of clarity. And clarity is required for employees to know what is expected of them, both in their roles within the company and how what they do contributes and relates to the customer experience.

What does that mean? How can we ensure that our employees don't work in a culture of ambiguity? It means that communication is your most important tool, but you need to be sure to communicate the right things! You must provide clarity of:
  • Purpose
  • Vision
  • Values
  • Brand promise
  • Goals
  • Expectations
With clarity, we can ensure that everyone is on the same page.

With clarity comes direction, and your employees will never doubt what it means to do the right thing, either for co-workers or for customers.

With clarity, employees understand how and why their contributions matter. Their work becomes meaningful and relevant.

With clarity, it's easy to focus; more specifically, it's easy to focus on what's important.

With clarity, we understand what success looks like.

Clarity lays the foundation for your employees to deliver a great customer experience. Clarity leads to consistency. Consistency leads to trust. And trust is that two-way street between you and your customers that helps to build those long-term relationships.

There is extraordinary power in a group connected to a common vision. -Joe Jaworski

Dilbert by Scott Adams


  1. Wow that's an amazing blog title Annette!

    1. Wish I'd have thought of that saying, but it's so spot on.

      Annette :-)

  2. Annette,

    I suspect that many managers don't like clarity because they would need to make a decision. And in making that decision they could well be wrong, particularly if their boss hasn't already made the decision.

    So it takes guts to be clear.


    1. That's an interesting perspective, for sure, James. Also, I think with clarity comes objectivity... performance can be measured. Without clarity, it's all very fuzzy.

      Annette :-)

  3. Hi Annette,
    Your post made wonder how clarity fits with imagination, empowerment, doing the right and flexible creative solutions to problems. It's a fine balance don't you think?


    1. I agree, Adrian. One would hope, though, that clarity enhances or facilitates or each of those.


      Annette :-)