The broken radio at Duane Reade

I first noticed it a few months ago when I stopped in for some medicine. Something was wrong with the music in the store. It sounded like a staticky radio playing on a blown speaker. How annoying, I thought to myself. (Duane Reade, for those of you who don’t already see one every few blocks in NYC, is a part of a drugstore chain with 400,000 employees and $117 billion in revenue.)

A few weeks later, I was there again, and so was the same radio. Surprised that they hadn’t fixed it already, I asked the cashier if there was something she could do about it.

“I wish I could!” she said. “Isn’t it terrible? Customers complain about it, but there’s nothing we can do.” Another customer chimed in, “Yeah, it’s awful.”

Over the following few weeks, whenever I returned to the store, there were different employees and we had similar discussions about the radio. They were all nice and helpful - and frustrated.

A different approach: Fixing anything, anywhere in NYC

It just so happened that I had very different but related experience in my neighborhood when I noticed a stop sign was missing at an intersection near our local park. 

In this case, there was no helpful cashier to talk to about the problem, but there was something even better: 311. When I noticed the missing stop sign, I opened the app on my phone and reported it, including the exact location and a photo. I wasn’t quite sure what to expect, but I got a reply within three days that the problem had already been investigated.

Service Request #: C1-1-1373798521
Date Submitted: 02/28/17 12:36:48 PM
Request Type: Street Sign - Missing
Details: Stop
The Department of Transportation inspected the condition and opened a repair order. Repairs of this type are corrected within 14 days.

Four days later, I got another mail that the problem was resolved. Still doubtful, I walked outside to see for myself, and there was a shiny new stop sign.

A simple way to fix the radio

My point isn’t to criticize Duane Reade management. They handle complicated supply-chain logistics and pharmaceutical regulations at a scale I can’t even imagine. Yet despite that sophistication, they’ve missed one of the best ways to improve their company and the customer experience: Give employees a voice.

I noticed this all-too-common situation five years ago when I was still working in a big company, and saw how customers often have more of a voice than employees.

“When something doesn’t work at home, you might complain on Twitter or use your smartphone to report the problem. Or you’ll search for a solution on-line and fix the problem yourself.
But what do you do at work? Probably nothing.”

Even back then, a simple solution was available. We let employees post a problem on our new enterprise social network so that anyone could share customer feedback or report an issue, and others employees could respond with related incidents and solutions. That would accelerate improvements, and make visible to management problems they might never be aware of otherwise. It was empowering.

The cashier at Duane Reade suggested I fill out the customer survey that's printed on every receipt, somewhat ironically named drelistens.com. I had seen it many times before, and this time I filled it out.

What about your own organization? If you had the equivalent of a broken radio, what could your employees say or do about it? Do they even have a voice?