(Typically, I keep the Pivot Point related to the customer experience.  In this case, I’m going to diverge a bit although there is a connection.)

As I post this, two months will have passed since the tragic school shooting in Parkland, FL.  It will be an amazing stroke of persistence if this tragedy remains part of the national dialogue.  Amazing because the prevalence of violence across our country has de-sensitized us.  Simultaneously, the national news cycle moves our attention along to “the next” problem rather than remaining focused on finding solutions.  (This graphic shows the magnitude of the problem we have not yet addressed – warning, the numbers are BIG.)

Though words can’t describe the problem that exists in the US related to gun violence and citizen safety, the photo below does.  It struck me as a unique way to complain about the “service” citizen customers (constituents) are receiving from their elected officials.

For a nation that prides itself on being the land of opportunity and has a notion of American Exceptionalism, our failure to move beyond thoughts and prayers is a stain on America.  If we care about how our country is run and how closely it adheres to our values, we need only get engaged.

  • The photo above represents a customer complaint.
  • Citizens marching on Washington is a complaint.
  • Students walking out of classrooms are complaints.

The ultimate complaint is action.  When providers (in this case the government) no longer meet customer (constituent) needs, customers have a choice – put up with bad service, or switch providers.  In a democracy, this call to action translates into a change of leadership.

The pivot point is that constituents are already empowered to switch government representatives. We do so through our votesReal change requires real action – vote!

(Similarly, if you like the way things are going in the country, the same alternatives exist; support your elected officials and keep them in office.)

Ultimate Customer Complaint
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