The Other 5%

As a leader, how in tune are you with what I call "The Other 5%". To be totally honest, I didn't coin the phrase. It came about as a result of conversations with some of our IT Services clients . about recent experiences with our team. In both cases the clients were very happy overall with the service we provided, yet, there was a notable difference between what each shared as our conversation evolved and I felt that difference is "The Other 5%".

Conversation #1: The client had some new equipment installed and during the installation process there was an issue with setting up one of the devices in the office. The client shared that after spending a fair amount of time attempting to find the solution online the team member instructed the client that they would need to call the manufacturer themselves because we could not do that for them.