Care Downwards

I apologize to those of you that subscribe for getting this twice.  I accidentally deleted and wanted to repost it.  

I was recently talking to someone that worked for a large company that was laying people off.  They told me those who had been with the company the longest were getting laid off first, because they made the most money.  You know, the people that had been loyal to the company?  Unfortunately, stories like this are all too common.

Today I am staying at a hotel where the woman at the front desk is kind as could be.  She is very helpful, and I realized how rare it is that someone takes pride in their job and leaves an impression through great customer service.

These large companies often do not give a fuck about you.  However, usually if you are in a business, you are dealing with people who have problems and needs that depend on you.

I worked in sales and customer service for years.  I think people should follow a policy of “caring downwards”.  People that are dealing with the general public are often dealing with working stiffs just like them.  One should try to be kind and help these people, because often these people are frustrated, they sometimes have little money, and quite frankly could use the help of someone that cares.

However, while you are doing that you should stick the company in anyway that you can, without getting fired of course. (Although sometimes getting fired is a blessing.)  These companies, again, do not care about you, and will get rid of you as soon as they see fit, especially now that so many unions have been neutered.

When I worked in those professions I would always side with the customer when possible.  When you work with the general public in a sales or customer service context you usually have a certain leeway in how you treat problems.  Management does not want you asking a manager every time a customer has a complaint.  Not only are managers often lazy, but this is a money saving practice.  Every time you call a company it costs them money, this is why most companies try to shake you with long automated prompts.  The longer the call and the more people you talk to, the more expensive the call is to the company.  When I worked at a wireless company I had a certain amount of money I could credit a customer before going to a manager.  When possible I would always credit the customer as I knew not only did the company not give a shit about me, but they were trying to nickel and dime good honest working people as much as possible.  And trust me when I say this is a fact and not an opinion.

I want to make it clear that I am mostly talking about large corporations and not small businesses where personal interaction with top management is a much more personalized affair.

So I would like to spread that thought, like fairy dust, throughout the land:  Care downwards and stick upwards…

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