17/ I am sad to see this norm start to rot. Voluntarily joining an organization and being able to subsume - for 8 hours per day - one's own preferences into the preferences of the group is a key tool to make free markets work. I see this as related - in effect, if not in cause
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18/ to the decline in trust in our society. I have two hopes: 1) this reverses (unlikely, IMO) 2) my slightly-reddish gray culture forks from the pink overculture and the Neo-Vickies get back to the Old Trad Ways
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ⓘ Dogs don't have thumbs Retweeted 🃏 Eric M Hamilton 📚
19/ response threadhttps://twitter.com/ericmhamilton/status/1430150226875240453 …
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🃏 Eric M Hamilton 📚 @ericmhamiltonReplying to @MorlockPAs a Millennial, I of course can speak for all of them, but I think part of what you're experiencing is that most companies do not give their underlings the authority to correct mistakes. I can remember various jobs I've had- Winn-Dixie, Target, Starbucks, Dominoes, etc. where...6 replies 1 retweet 17 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted Adam S. Furman
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ⓘ Dogs don't have thumbs Retweeted MC_Enthusiast
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MC_Enthusiast @Laserpig_UtopiaReplying to @MorlockPI spent three or so years in a customer facing role at a F500, and our training literally discouraged in the strongest terms using 'we' or speaking on behalf of the organization, some mild evidence for the response thread. You were told to always take PERSONAL responsibility.1 reply 0 retweets 14 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted Red Headed Steppeson
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Red Headed Steppeson @TheLumpenproleReplying to @MorlockPI think, as most things, the synthesis is correct, and figuring out the origin is almost impossible. There is this odd state where often folks are over credentialed and under empowered, and perhaps part of it is also that there is no reason to build the company into identity.2 replies 0 retweets 10 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted 🃏 Eric M Hamilton 📚
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🃏 Eric M Hamilton 📚 @ericmhamiltonReplying to @VidyaDragon @MorlockPI will say this: Starbucks (at least when I worked there) gave baristas a wide-range of ability to make most things right. Like, we'd remake drinks even if they weren't wrong, that wasn't a problem. And a certain amount of discounting for mistakes was allowed...1 reply 0 retweets 12 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted Serban
24/ I remember once, circa 2000, I was doing a mortgage refi, and the bank screwed up and let my rate expired. I demanded the original rate. Front line support tried to attrit me away by talking. I stayed on the phone for 90 minutes before they folded.https://twitter.com/serbantanasa/status/1430152816136491014 …
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Serban @serbantanasaReplying to @MorlockPAlso agree. I used to work for Capital One, and while I work in a different division at HQ, I know they forced their call-center folks to follow SOP scripts. Number of escalations to manager was a metric being held against you. Essentially meant to attrition complainers.3 replies 1 retweet 20 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted Red Headed Steppeson
25/ yep; agreed one of the first things they told us in AFROTC was that "uniform" meant "one shape", because while in uniform we were all representatives of the same organizationhttps://twitter.com/TheLumpenprole/status/1430153149411627008 …
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Red Headed Steppeson @TheLumpenproleReplying to @TheLumpenprole @MorlockPTo harken back to the military, massive chunks of training are just to make you identify WITH the military, from your squad up to the whole thing. My training flight in tech school made up a jodie we’d belt out any time another flight was around, we had hoodies.1 reply 0 retweets 19 likesShow this thread -
ⓘ Dogs don't have thumbs Retweeted E. Darwin Hartshorn ⳩ 🦬
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E. Darwin Hartshorn ⳩ 🦬 @VidyaDragonReplying to @VidyaDragon @ericmhamilton @MorlockPI would express these as facets of a problem of loyalty. Subsuming your identity in a collective is an act of loyalty, and loyalty is reciprocal. If you're not empowered to make things right, you're not the extension of the company you're purported to be. Moreover...1 reply 0 retweets 13 likesShow this thread
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Replying to @MorlockP
I agree with the responses that it’s mostly a loss of reciprocal loyalty within the firms and a lack of power delegated to customer-facing workers. The firms view the workers as interchangeable and disposable, so the workers are left powerless and strive primarily to avoid blame.
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