The Silent Majority: Why We Lose Good People

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A number of years ago, when I was still working as a sales manager, I had one of my best reps come in and offer her resignation.  I pride myself on being able to tell when a rep is having issues and ready to quit, but this person took me completely by surprise.  She was doing very well, and had even been interviewed for a promotion.  However, during the process, she felt that the interviewer, our VP, was just "going through the motions", and it was insulting to her. In other words, she didn't want to be interviewed just because she was a top rep, she wanted to really be considered as a viable candidate.  She believed that her candidacy wasn't being taken seriously...and she was right.  Our regional VP had just interviewed her to "feel her out", and to determine if she was a flight risk.  Odd, but he never covered this with me before hand.  I found out about it when she handed me her resignation. In short, we lost a good person!!!

Why?  Because we dangled a carrot in front of her and took it away.  No one wants to interview for a position just out of respect.  People expect to win, not lose.  The most insulting part of the interview for her, was that he didn't even review her resume! Needless to say, I was furious.  I called our VP immediately.

"Hi Tom. Ann just came in to my office and offered her resignation. She said she would rather work somewhere she can be promoted. Anything I should know about from your interview with her?"

"Nope. You just told me she didn't get promoted.  That's on you.  You're the one who recommended her for a promotion.  She wasn't ready."

"I thought she was ready! But apparently you already had a candidate.  She said you didn't even review her resume.  Is that true?"

"Oh yeah it was late, and I thought there was really no point. She wasn't our candidate anyway, so I cut it short. I think we all agreed she's a little too green at this point. ", he didn't even sound upset, which made me even more angry.

"Well I didn't agree, that's why I recommended her for a promotion.  She's the number two rep in the country for god's sake.  How can you ignore that?"

" All I can say, is that you probably shouldn't have had us interview her.  Like I said, it's all on you.  We didn't ask to interview her."

" Yes you fu#$ing did!  You asked me directly, do I have any one who I think would make a good manager and I told you I liked Ann. "

"Oh you did?  I don't remember that.  What are you getting so upset about?  You'll find another rep.  You always do.  Plus that's a pretty good territory.  Anyone will do well in that area." , he said this, and I felt my blood starting to boil.  The problem with some corporate managers, is that they don't perceive people as human beings, but rather as assets.  This was Tom, it was like working with a slave trader.

"Tom.  I'm going to hang up the phone before I say something I'll regret.  And then you'll not only be out of a rep, but the best sales manager you got."

"Don't get all high and mighty. You're not that good. Why is this bothering you?  She'd probably get promoted and then want to have kids.  Then we have to deal with all that other stuff."

"All that other stuff?! Tom, don't go there.  Now you sound like a sexist idiot.  I'm hanging up the phone and calling HR if you don't knock it off right now."

"I was only kidding.  Geez you're taking this a little too far.  So you lost a good rep.  Like I said you'll get over it."

"But she won't.  You just don't get it do you? "

"Get what?  That you lost a rep?"

"No Tom, that we're going to lose a lot more reps if we don't take their careers seriously.   Good people don't complain, they just leave. "

"And then we find more good people.  That's our job."

" Well I'd like to just keep the good ones I have."

" THAT'S your problem.  It's not possible."

" No THAT'S your problem.  Goodbye Tom, I gotta go. I need to post an open position. "

" Call me when you have some candidates."

" Uh, yeah whatever."

I remember that conversation distinctly because I felt badly for the rep, and even worse for the people I was about to hire.  I had believed in the company, and felt strongly that it offered a career path for everyone.  But it didn't.  Invariably, I was so disgusted with Tom and the whole company, I did the same thing that Ann did...I left.

How many people are you losing because they don't see a career path with your company?

Better still, do you even care?  Think about it...

Leadership Doesn't Come From A Book

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I have an acquaintance who just became a sales manager.  He's as green as they come, but like all people who have been successful sales reps, they know everything already about leading people...or they think they do. Why?

Because I asked him, "What are you planning to do with your new team?"

"What do you mean do?  I'm gonna lead them! I got this great idea from this military book on how to lead people.  It's totally cool.". At least he was enthusiastic about his new job.

"Well that's good. It's always good to learn new ways to do things. I hope that works out for you." In my mind I was thinking, "He is TOTALLY gonna blow it!"

" Oh it totally will, totally.  I got this. This stuff comes straight from a navy SEAL so it's gotta be good.  Right?", he said.  Almost trying to convince himself as much as me.

" Oh I agree. SEALS definitely understand leadership. Did your company give you a mentor?", I asked.

" Naw. I don't need a mentor.  That's why I'm the boss now.  If I needed a mentor they'd never have made me the manager.  I'm a born leader, why do I need a mentor?"

He reached into the backpack he was carrying, and pulled out a book. "My mentor is right here in this little book.  I got all the mentoring I need.". He said pointing to the book and he smiled, but not a good smile, more like a grimace.  As if he had heartburn or gas.

"Good luck with that.".  I said and smiled, knowing full well he was screwed. I could have offered my advice, but I knew he wouldn't have taken it.  Some people have to learn the hard way.

Leadership doesn't come from a book.  It comes from your heart.

SFTD

Cherish Your Employees And Enrich Your Life

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During the holiday season, I receive a lot of cards.  Let me rephrase that, I receive a TON of cards. Many of them from businesses, companies I've helped, many from friends, and a few from people I really care about...employees. The holiday cards I get from accountants, businesses, real estate agents, or insurance brokers are all nice, but the cards I receive from employees are the best! 

Business holiday cards are usually pre-printed with some nice sentiment, but they are rarely hand written, and are usually just signed by the person sending the card.  Subsequently, the personal message is lost to me.  It's almost as if the business or person sending the card is simply fulfilling an obligation, not actually wishing me or my family a wonderful holiday.  However a card from an employee or better yet a former employee is awesome! It means one of two things, either they appreciate the efforts I've made to help them in their careers, or they are sucking up to me.  I don't expect a card from any employee, but if they have taken the time to buy me a card, and fill it out, then I should cherish every one of those sentiments.  Even if they're just "blowing smoke".  Why?  Because they thought of me.  They took the time to write something personal and stuff it in an envelope and mail it, or stick it in my mailbox, and that is priceless.

This year I received a card from a person whom I had mentored over 10 years ago.  I was leafing through an old Rolodex, and for those of you under 30 you will have know idea what the hell I'm talking about, and I came across his address and sent him a card.  When I returned from my holiday I found a card from him in my mail box, and I was truly touched by the sentiment:

"Hi_____: It was a great pleasure for me to receive your card.  It completed my day to hear from somebody I have great respect and gratitude for. You are, by far, the best boss I have ever had in my professional career.  I want to wish you and yours all the blessings and a Happy 2016. Loads of thanks!"

If you were to read this passage as a curmudgeon like myself, you might think, "well it's not that big of a deal, and you did send him a card first."  However, keep in mind, that he didn't have to reply, and he most certainly did not have to tell me I was the best boss he ever had.  I was not expecting him to reply, but he did and he made my day that much brighter.

Cherish your employees, both present and past, and they'll make your life that much fuller.  He may not have changed the world, but he sure put a dent in my universe...and for that I'm thankful.

Have a great New Year!