A cosmetics store has a list of service goals for its employees. One of the goals is to "give every customer as much attention as they need." What is the problem with this goal?

Question

BlackTom AI · Accepted Answer

When evaluating a goal like 'give every customer as much attention as they need,' we assess clarity, measurability, and practicality. 
Option 1: 'It is neither specific nor measurable.' This is accurate because the phrase relies on a subjective standard—'as much as they need' varies by situation and person, making it hard to determine whether the goal was achieved. Without concrete criteria, managers can’t consistently gauge performance or provide objective feedback. 
Option 2: 'It values customers too highly.' While valuing customers is generally good, this option unfairly paths the problem to a value judgment. The issue is not the value placed on customers but the lack of concrete criteria to measure attention. 
Option 3: 'It does not include a punishment for failing to meet the goal.' Absence of punishment is not the core flaw in the goal’s design. Effective goals are about clarity and measurement; consequences may be considered elsewhere, but they don’t define whether a goal is well-constructed. 
Option 4: 'It places too much of a burden on employees.' The phrase could imply high effort, but the main problem remains the nebulous specification. The key defect is lack of specificity and measurability, not necessarily the workload implied. 
Overall, the primary defect is that the goal is ambiguous and not Measurable or Specific, which undermines accountability and objective evaluation.

A cosmetics store has a list of service goals for its employees. One of the goals is to "give every customer as much attention as they need." What is the problem with this goal?

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