Whose Fault Was It?

Did you see the Cathy cartoon where Cathy picked up her clothes at the cleaners and there were orange spots all over her blouse?

Whose fault was it? As you look for an answer to that question, also look for clues that could help you guess the cleaner’s ratings on productivity, morale and customer loyalty.

Here’s the interchange.

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Cathy: “It’s ruined!”

Cashier: “It’s not our fault. It says so right on your ticket.”

Cathy: “You ruined my brand new blouse!”

Cashier: “It’s not my fault. I’m just the cashier.”

Cathy: “Someone here ruined it.”

Cashier: “It’s not her fault. Those cheap fabrics don’t hold up well to our cheap chemicals.”

Cathy: “Who bought the cheap chemicals?”

Cashier: “It’s not his fault. The bad economy made him cut corners.”

Cathy: “Whose fault is it that you just raised your prices even though you’re using cheap chemicals that ruin my clothes?!!”

Cashier: “Television.” Too many bad shows have corroded our morals, dysfunctional families have created bad TV. Inferior education has fostered dysfunctional families. Government corruption has spawned inferior education, and there’s no one to sue because the legal system is a joke!”

Cathy, as she storms out of the cleaners: “Responsibility!! I just want someone to take responsibility!!”

Fellow employee talking to the cashier: “That’s the problem with this country. People like her are always looking for someone to blame.”

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What a great story to lead the way into our month-long discussion of Mistake Management!