I know this isn’t a popular view with some people, but I don’t believe in the 9 to 5 work model. I think it’s an outdated concept to have people work 9-5. This may have been a productive model for sometime, but I think we need to rethink it. I’m more concerned about productivity than I am hours worked, and when those hours are being worked.
I’m all about customer service and finding ways to meet customers where they’re at, but this concept of having an entire workforce open during predetermined hours is crazy to me. What makes us think being open until 4 or 5 PM is the best way to do customer service? What if I want to be served at 8 PM or 6:30 AM? I think it’s a weak argument, if the argument for the 9 to 5 is built around providing the best customer service, because truthfully if we want to provide the “best customer service” that should mean that we will provide customer service when our customer most needs to be served.
I think institutions that rethink the 9 to 5 model and are willing to provide customer service around the clock in innovative ways will be more fruitful in the years to come. I have fought this battle so many times. The baby boomer culture just does not seem to be as open-minded to this kind of shift. As I finish serving on my County Board, I reflect upon some of these arguments and I’m convinced this isn’t about customer service or satisfaction. It’s about a perceived sense of normalcy, and being unwilling to rethink an entire model.
We live in a more global society than ever before. The fact that your bank closes at 4:30 or 5 PM and doesn’t reopen until 8:30 AM or 9 AM the next day it’s crazy to me. The fact that I can’t reach somebody at 8 PM at night is lacking customer service to me. Why are my needs not being met when I most need them?
I have had some people argue that I’m being selfish. OK if that’s the argument, fine, but then customer service is not about customer. It’s about predetermined service that the customer most confirm too. Let’s call it what it is.
I really do not think the 9 to 5 job makes any sense. If you can get the job done in 28 hours and be more productive why not be rewarded for that. If you want to take on more to get to 40 hours great. If you want to stay at 28 hours and be highly productive versus someone who works 40 and does the same work then I want to reward the 28 hour person. it’s my opinion that the person who can be more productive in a less amount of time is probably more valuable. They have found ways to be more efficient with their time which will save me money in the long run. Again we must rethink 9 to 5 because it’s not about a predetermined time. but should be about productivity and efficiency around the clock.
I know the argument will be some fields may never be able to change. There may or may not be truth to that. I remember one person arguing factories must be open during a certain period of time to be most efficient. My question to them was then why are some factories open 24 hours a day? The person arguing with me had a long pause. You see that comment was short sided.
We are unwilling to address the bias because we are unwilling to rethink what has become normal to us. I think we need to start rethinking these employment structures. What has worked best might not be what’s best in the future. I look forward to a day when certain constraints on employment will not exist.
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