Losing customers due to poor service? Some obvious answers. Start firing poor performers or hire someone to motivate the team. That is so much easier than taking a hard look and asking “Did I do my job and provide the training and support my service teams needs to be successful?” or ” Am I contributing to poor morale and by extension, part of the reason that customer service is down?”
Behind on your work? It’s so much easier to say “They are asking too much of me” instead of asking “Am I focusing on priorities?” or “Am I holding on to tasks that others could be doing?”.
Sometimes the obvious answer is the right answer. Sometimes it’s an easy out.