There are many terms that instantly garner a tepid yet nauseating reaction when uttered: baggage fees, morning commute, Trump, and, of course, the dreaded order taker. The order taker is a placid creature that cannot adapt to beyond their native language of basic attentive service. The order taker does serve the purpose of reacting to needs but not creating the need for a customer to react. The order taker, when looking in the business mirror, is an undertaker.
Now that this occupant of the buzzard buzzword of negative branding heard in so many circles, let’s understand why an order taker is “that guy”:
The training: Antiseptic and bland, an order taker will hear more semantics than at any point of employment. An order taker will likely be taught with regimented materials that lead them to the regimented order taker path. They will be encouraged to wear office space flair before they have been inspired. They will inhale an on-point business message inside the classroom that will be off-point once exhaled in their new habitat.
The surroundings: In many situations, the order taker will be outfitted in a uniform. The uniform will signify who they are and who they work for. They will do business type things and say certain scripted things. They will take a 15 minute respite in a breakroom. In the breakroom, they will review the same 10 steps script to take in a emergency situation. And the walls will likely be white, gray, or a fuchsia that hasn’t been painted in a decade.
They will interact during that time with the same people and talk about the same things, If the subject is not about work, it will be exciting and new like the Love Boat. If it is about work, it will be a problem they had with a customer that likely ended without a resolution. This resolution did not come to fruition because the human brain does not think in regimented terms at the moment of customer interaction. They listen and react to the situation, unless they are led in an ineffectual way.
The leadership: Order takers are led primarily by two types of individuals: The heavy handed or the spirited away hands off technique . The heavy handed want things done their way, exactly their way. The sermon will commence and the ordertaker will place their hand of the bible of how the leader wants it done. They will have the cult of personality, without the personality. The opposite is to let freedom reign without direction. In principle, it sounds like empowerment. But, if the order taker has been trained to do things a certain way, they will continue to do things a certain way without direction.
Everybody starts out being an order taker initially at their new occupation. How the human canvas expresses themselves reflects how aligned their leadership is, how the surroundings reflect their core values, and the delicate balance in how they are mentored. The tasks can be an undertaking, but the reward is not to have an undertaker taking hold of your business, resting in peace as an order taker.