Unique isn’t Scriptable!

Image used courtesy of: Seattle Municipal Archives.One of the ideas of the Industrial Age was the use of scripts. Phone scripts, greeting scripts and even answers to common questions became scripted. If there was a way to standardize any form of communication it was scripted and required in the employee manual. I hate scripts. 

The company first got the idea of a phone script from an employee who brought it to the attention of the management, who proceeded to think he was a boy genius for copying the idea from various other industries. Soon, this employee grew in popularity and he recommended the use of scripts to other management. They implemented his ideas eventually throughout the business.Years later, the company featured constant scripted messages on the computers.

Ironically, the employee who brought forth the idea of using scripts never practiced what he preached. Meanwhile, the brainwashing continues.

The main reason I dislike using scripts is it dehumanizes the ability of the employee to be genuine. Listening to someone ramble through a script is phony, insincere and nobody cares for it. Why not allow employees the opportunity to be creativeor dazzle their customers? A scripted response isn’t genuine and it adds no value to your business.

When an organization uses scripts they are cutting corners towards mediocrity. A script can be memorized by anyone. It sends the message your business is trapped in the old Industrial Age mode of operation. We don’t want mindless robots, we want to see, hear and feel your passion.

When I hear someone reply with a script, it tells me you believe your employees are just numbers and the customers are stuck hearing their ambivalent monotone voice. It’s easy to assume something works when so many businesses do exactly the same thing. The problem is not one of those business distinguishes themselves by following a script.

Wouldn’t you rather stand-out?

Unique isn’t scriptable.


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Jim Carver About Jim Carver

Jim Carver is the President of The Rust Belt Chronicles.

In 2004, Jim graduated from North Central State College with a degree in Business Information Technology. Jim developed "Rock Lines" news report online in 2010.After a trial-run of The Rust Belt Chronicles in April of 2013, Jim decided to make his dream a reality in 2014 by re-launching The Rust Belt Chronicles.

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