Businesses can be complex, interdepartmental webs of cooperation and codependence. When salespeople must backtrack on pricing they promised to a potential customer, it may be because someone in the finance department initially provided incorrect information. When a customer service representative receives an angry call from a frustrated customer, it may be due to shoddy work on the part of the production team.
It’s tempting for the salespeople or the customer service representative to point the finger at someone else when faced with an unhappy external stakeholder. After all, in the hypothetical examples above, it was someone else’s fault.
