Who's to Blame?

When things don’t work out as we hope in our careers, it’s tempting to look around for someone or something on which to lay the blame. It’s the fault of that boss that you think doesn’t like you or the co-worker who is undermining your efforts. You would have done better if it hadn’t been for that case of the flu you had during the annual meeting, or if they had adopted your project plan. Office politics, misunderstandings, miscommunications, in-fighting, favoritism, organizational changes - - things just didn’t go your way. The company is messed up, and you deserve better treatment and more recognition. Well, maybe so and maybe not. You need to take responsibility for your fate.

YOUR BOSS DOESN’T LIKE YOU: That could actually be true. It’s always more pleasant if your boss likes you, but it’s not strictly necessary to your success. To combat the effects of a personal mismatch, you must be vigilant about your communication. Be sure your goals are clear. Document your work and accomplishments on a regular basis (weekly or monthly) and ask for specific validation of your work plan. Never let issues fester. Instead, face them head on and ask your boss directly for clarification, advice, feedback, or assistance. If this straightforward approach doesn’t work, you may need to seek reassignment to another department. Some incompatibilities are not salvageable. But, if you make your boss look good and be successful, he/she might learn to like you more.

YOU DESERVE BETTER TREATMENT: Try to take the emotion out of your reaction. What is “better treatment” to you? I’ll assume you get a consistent paycheck. Do you want to get verbal kudos for your accomplishments? You may have to ask for them. Seriously. “Hey boss, did you see that great thing I did? What did you think? Wow, thank you!” It’s sad to have to beg for appreciation, but if you do, it helps your boss understand what motivation you crave. Hopefully, they get the message and adjust their behavior accordingly.

THWARTED BY ORGANIZATIONAL CHANGE: It can be scary and difficult to navigate the tides of organizational change, but that sort of upheaval is inevitable in today’s business environment. Get skilled at dealing with it. Make sure your new boss knows your background by providing a copy of your current resume. If you are not invited to a one-on-one familiarization meeting, ask for one. That is your chance to pitch your experience and skills, explain what you are working on, and communicate your enthusiasm for new challenges.

It is a waste of time to look for someone to blame for your stalled career. Take ownership of your fate. If the issues you face are insurmountable, it may be time to think about moving on to greener pastures.  If the timing is bad, await your chance.

An Alliance That Misses the Service Mark

When I discovered that Qwest and DirecTV have an alliance in my area, I thought, “This will make getting internet and TV a simple process.” I was encouraged by the marketing material, which promised that the alliance would provide “an enhanced customer experience through streamlined customer support and the development of integrated products and services”. Perfect. In addition, the Key Consumer Benefits stated, “Qwest customers have one primary point of contact for customer service, installation and billing inquiries.” I was sold, and placed a phone call to Qwest to set up installation.

This is when I encountered the reality of the customer experience part of this business alliance. The customer service process has been almost ludicrously onerous, confusing, and AWFUL. Here’s what has happened:

1. I called Qwest to arrange installation. The representative was knowledgeable, professional, and friendly. However, the review of package options, one-time deals, rebates, and long-term discounts took a long time, and was very confusing. They collected our personal information (including social security number for a credit check) and billing information, so we could receive the automated payment discount. After 45 minutes on the phone, I hoped I was done. But, no.
2. The first representative passed me another representative; to “verify information” they had already collected. She was pleasant, but had a very heavy accent that was a challenge to interpret. And, trying to be friendly, she wanted to chat, asking me how my day was, etc. I apologetically asked her to stick to business so I could get on with my day. We scheduled my Qwest internet installation.
3. I was provided with another number to call to schedule my DirectTV installation myself, which I did. That was fairly painless, but it was another phone call.
4. The next morning, I received an email that I had cancelled my DirecTV installation. I called Qwest customer service to find out what happened. They advised that I had scheduled my installation with a subcontractor that does not service my area. (Their mistake.) They gave me another phone number to reschedule. When I suggested they should do that for me, they hemmed and hawed and said they COULD, but it would be better if I did it myself.
5. I called the new number to schedule my installation, and reached a subcontractor who obviously works from home. (He had a noisy meowing cat in the background.) We had a nice chat during which I was rolling my eyes, and he (re)scheduled my DirecTV installation.

The good news is that the installations went smoothly. Both techs were competent and capable. My internet and DirecTV services work as advertised, and I am pleased.

But, there were still two more steps for me to complete on my own initiative:

6. Go online to register for my DirecTV rebate.
7. Call Qwest Customer Service (again) to link my Qwest and DirecTV accounts so billing can be combined.

What’s wrong with this alliance? I presume that it’s working for Qwest and DirecTV, but it’s ugly and awkward from where I sit as a customer. An alliance should be beneficial for all parties – the business partners and the customer. Their business arrangement should be much more transparent to me. Qwest and DirecTV really need to work to streamline the customer experience. I plan to contact the Senior Vice President of Sales (whose name is in the press release) to ask about their plans. Maybe they need assistance from Haropulos Bailey Consulting…

What Goes Around Comes Around

Office politics pose an insidious threat to your career. The really sneaky aspect of it is that you can do the worst damage to yourself through your own misguided actions. Then throw in twists and turns over which you have little or no control, and the picture can quickly become ugly.

I believe that competence, attitude, and relationships in the workplace are the most important contributors to your career success. Today’s subject is relationships.

A business career can last upwards of 30 years. Over time, many associates will depart your work sphere forever, but a surprising number become constants, and others leave but return unexpectedly. Developing positive and mutually-beneficial relationships with many people will be important to your long-term reputation and success. Here are three real-life (anonymous) vignettes:

Bill is a capable and ambitious mid-career executive. Circumstances presented an opportunity to improve his position in the organization. When he saw his chance, he moved quickly with a singular focus. He stepped on a few people along the way and ignored his responsibility to assist others that he had previously offered to help (because he was busy on his primary goals). A recent change in the senior management team now threatens his position. Bill is looking for allies to support him and make him feel “safe”, and is surprised to find few willing to stick their necks out for him.

Wanda was an established executive. For years, she reveled in her title and the accompanying privileges, bullying those who questioned her authority or methods of operation. Wanda had a long history with a key senior executive, and seemed to “get away” with outrageous behavior not tolerated from others (and resented by many). Her protective mentor left the company. The organization in transition reorganized her department. Wanda was demoted. Suddenly she finds herself without privilege and facing the resentment previously squelched by her peers and subordinates.

Todd was brought into the enterprise with no previous experience in the industry he was entering. His boss assigned Laura, an experienced low-level manager, to teach him the ropes and help Todd achieve success in his new executive position. Laura took her responsibility seriously and spent many hours working with Todd. Todd was unappreciative and became an imperious and domineering supervisor to Laura, who left the company shortly thereafter. A few years later, Todd applied for a position at the same company for which Laura worked. Laura’s boss asked for her opinion about adding Todd to the team. Todd did not get Laura’s endorsement…nor did he get the position.

Treat your co-workers with respect. While you work on your business goals, help your peers achieve theirs as well. Appreciate the assistance you get from colleagues, and thank them often and publicly. Cheer the success of others. Help plan and advance the careers of those who work for you. Do things to make your boss successful. Earn a reputation for consistently doing the right thing. Be pleasant to be around. What goes around comes around- every time! (Sometimes it just takes the passage of time and circumstance to be obvious.)

Compose Your Mantra

In trying times, any of us can have our confidence jarred. The cause could be loss of employment, a temporary setback in a current position, failure of a project, a disappointing performance evaluation, or just random feelings of uncertainty or inadequacy. Instead of beating yourself up, try centering your thoughts through positive self-affirmation. Compose a mantra that is meaningful to you, and use it as your own personal pep talk. It could be something like this:

I am as smart and capable as anyone else
My experience has unique value
I will not be defeated by temporary setbacks
What I know can be applied to many circumstances
There is work out there that will feed my passions
He who hires me will be fortunate
I have important work still to accomplish
I will continue to learn and grow
The best is yet to come
 
Do you have a mantra?  Sing it out loud and often!

Data + Information = Power

Do you realize that there is a difference between data and information? Data doesn't become information without the perspective of analysis and knowledge. For example, data may tell you that 500 calls came into your support center today. But when compared with the average for that day of the week and time of year, was that normal? Were you properly staffed to handle 500 calls? What percentage of those phone calls generated new tickets? Data versus information.

As a manager, knowing your data - numbers and statistics - is a vital foundation for building your reputation for competency. Of course, you can look up anything. But what do you know about your area of responsibility off the top of your head? How large is your gross budget? How many FTE's do you have on your staff? How many calls do you handle per month? How many customers do you serve? What were your net sales this month compared to the same month last year? Do you have information that allows you to quantify your department's productivity?

As a friend of mine says, "You can torture data to tell you anything you want to hear". It's true that you can often make data or statistics into information that is very misleading. Obviously, that will not serve you well. When doing data analysis, you may have a hopeful result in mind, but if the data doesn't cooperate without undue "torture" or manipulation - don't go there. You want to be able to explain your results and defend them with a clear conscience.

When embracing the possibilities for what data can tell you, think about what you want and NEED to know. What data will provide the input for the answers you need? Make sure you are collecting the data you need to produce actionable information.

Finally, data - and even information - is not enough. Whatever you learn needs to be converted into action in the form of continuing improvement of your operation. Learn so you can do things faster, smarter, cheaper, better!

Data + Information = Power... only because you can get a grip on where you are so you can navigate to someplace better. In the meantime, your obvious competency will keep others who may be critics off your back so you can continue to enhance your position of success.

GIVE and GAIN

Much of our life experience conditions us to expect to gain something in return for what we give. We give – we get. What is sown in a work environment is reaped over long periods of time, in subtle ways. Give, be patient, and have faith that you will gain in the long run.

GIVE A FULL DAY’S WORK FOR A DAY’S PAY

Project management professionals assume 6 to 6.5 productive hours a day when scheduling manpower and estimating the duration of tasks. Start with an 8 hour workday, then factor in reasonable meal and bio breaks, and that number sounds about right. Add personal phone calls and email, surfing the internet, and your social networking updates; and your actual work time erodes alarmingly. Get back to work. Gain a reputation for being productive.

GIVE OPPORTUNITIES TO YOUNG PROFESSIONALS

When feeling under the gun, it often seems easier to do things yourself. Instead, work with your inexperienced team members. Give them responsibility and guidance. Implement accountability. Gain an experienced, valuable employee.

GIVE A HAND TO A CO-WORKER

A corporate environment is a team environment. You can be successful on your own only to a point. Reach out to others when they need support. Gain the prospect of help repaid in kind.

GIVE YOUR BOSS YOUR TRUE OPINIONS
Strong teams are made up of people with diverse experience and viewpoints. Don’t be a “yes man”. When you feel strongly about something, fight to have your opinions heard. Gain respect for having your own mind.

GIVE HONEST FEEDBACK TO YOUR EMPLOYEES
Provide praise when earned, and coaching when warranted. Be honest, specific, straightforward, and consistent with your feedback. Gain productive behavior from your team.

GIVE OTHERS IDEAS CONSIDERATION
I don’t care how smart you are. Often someone else will have a better idea. Stop talking and start listening and sharing. Pay attention and be open-minded. Gain value from a team effort.

GIVE “CRAZY” IDEAS A CHANCE
Brainstorm liberally. Your next stellar success could start as a “crazy” idea. Be sure your team feels safe to throw thoughts out into the wind. Gain excitement and creativity.

GIVE EMPATHY TO EMPLOYEES IN PERSONAL DISTRESS
When personal issues encroach into someone’s work life, be sure you understand what is going on. Be considerate, generous, and fair to allow a valued employee to overcome a temporary challenge. Gain trust and loyalty.

GIVE THE BENEFIT OF YOUR WISDOM TO A PROTÉGÉ
You won’t be around forever. Share the lessons you’ve learned and counsel someone eager to learn from your experience. Someone surely helped you early in your career. Now you are in a position to help. Gain the satisfaction of paying it forward.

No Crystal Ball Required

I’ve learned a thing or two in the course of a long corporate career and survived a handful of business cycles. Thirty-plus years of experience sometimes outweighs the value of a bright, shiny Ivy-League MBA when it comes to making common sense decisions. It's not all about the balance sheet and short term profits, friends and colleagues.

This fortune-teller knows that no crystal ball is required to predict exactly what is going to happen as a result of recent misguided business decisions being made by a real corporation that I prefer to leave unidentified. I can tell you what is going to happen and how. Alas, it’s a curse to be able to see the future…

THE SITUATION
Several years ago, an infamous private equity firm (“The Firm”) acquired a renowned publicly-traded company (“The Company”), and took it private. Based on The Firm’s track record and M.O., it was understood that The Company would be reorganized, downsized, squeezed mercilessly for profit, and either sold or re-introduced into the market as a whole, or in surgically-fragmented parts. The big guys stand to make mega-millions this way, although it may take a little longer than planned considering that The Firm paid top dollar during financial heydays.

THE DECISIONS
Select service functions, managed successfully within The Company for years, are now seen as undesirable corporate expense and are being outsourced. It looks better in The Company’s financials to have fewer “head count” and lower labor-related expense (i.e. pesky costs like employee health care and payroll taxes). Scores of jobs with The Company were eliminated and large contracts with external vendors were executed. Most notably, several IT support functions were outsourced to vendors, with current middle-management tasked with implementing the decision dictated by senior executives.

MY PREDICTION

1. Customer satisfaction will erode with the quality of support provided by the call center(s). The vendors will resist providing metrics that facilitate apples to apples performance comparisons to obfuscate that fact, but the truth will come out.
2. Call volume will drop, because customers will begin to realize that they won’t get the help they need if they call. Why waste time trying? Vendors and senior IT management will declare the reduction in call volume a sign of success. When coupled with the reduction in cost, they will consider themselves geniuses for their outsourcing decision.
3. Dissatisfaction with support services will foment into serious complaints to senior business management outside the IT/support arena. When challenged, senior IT management will respond by torturing the middle management responsible for implementing their outsourcing strategy, demanding that they “Make it work”.
4. When flogging middle-management fails to improve the situation, other support functions will pop up within the business, outside of IT, to compensate for the lack of effective support provided by IT. Support expenses will rise, but they will be hidden by their distribution within the business, and by creative naming of the new business functions.
5. The relationship between IT and the rest of the company will deteriorate. IT will revert to its natural status of corporate Whipping Boy.
6. Finally and eventually, at least some support functions will be brought back in-house. Having dismantled a mature, successful organization, senior IT management will have to find someone willing to build a new one from scratch (an expensive undertaking). Seriously now, did that save any money? (Of course, “The Firm” won’t care if they are able to stall until The Company is sold.)

OUT ON A LIMB
One last thought that is more a risk management consideration than a prediction: Support costs are being reduced and systems development has all but halted. Customers are not receiving the product enhancements to which they have become accustomed and are entitled – to which a substantial portion of their maintenance fees has historically been allocated. The Company’s maintenance expenses are substantially lower. Support was never defined as a revenue center. Are the fees charged to customers being reduced accordingly? Savvy customers could unite and demand an accounting and/or file a class-action lawsuit. I’m just sayin’…