Leader Volume 8, Number 12
I work for a
small company that is doing exceedingly well.
We work extremely hard and put in long hours as we try to
keep up with the long line of customers who want our services.
Our advertisements stress quality and customer
why I took this job--to participate in something I believe to be
good, not just to have a job.
After a few
months here, however, I saw the underside of this company.
We are pressured to go through each customer as fast and as
inexpensively as possible. Thereís
really no focus on quality. When
customers complain, and most of them do, we try quick-fix patches.
Usually, it will take many months before the fix comes
apart. By then, we
have been paid in full. Since
weíre not facing much competition, complaining customers
arenít a great detriment. We
have enough new customers to not worry about repeat customers.
I feel terrible
about the way the president of my company talks about our
doesnít care a bit about how they feel about our product.
He only cares about getting their money.
Itís just the opposite of quality and customer
Iím caught trying to properly satisfy a customerís request,
Iím told to stop and find the fastest--usually with poor
My work, then,
has become something I donít look forward to.
I feel guilty when I tell customers that weíll be doing a
great job for them. While
the pay is great, more than I ever expected, Iíll be leaving by
the time this Forum is published.
consider myself to be much of a risk-taker, but I need to be
comfortable with myself, and feel good about what I do.
Together with another person, I have been working on a plan
for starting my own business.
While our advertisements will also stress quality and
customer satisfaction, we actually will stress those qualities.
I think weíll
do OK, especially with repeat customers.