bjturk.commentary: what wisdom of corporate america?

bjturk.commentary
hanging from my own rope

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this bjturk.commentary:
what wisdom of corporate america?

As I write this in October 1998, I have been informed that my entire department (customer service) of 14 people is to be phased out in favor of three other locations. This action was brought about by my company having purchased another, similar company and the desire to eliminate redundancy as the two organizations are joined. I can agree with that. Lean companies make more money than fat ones, and it stands to reason that a company that wants to make decent dollars must trim the fat. The U.S. Government does not necessarily work this way, of course.

However, even if my job were not in jeopardy, I would still have a problem with this decision. I handle accounts that bring in tens of millions of dollars in revenue to the company, and many of my customers (and all of the big ones) are located on the U.S. West Coast. The customer service function is being transferred from the Phoenix area, which is on the same time zone as the West Coast for half the year, to the Chicago area, which is two hours ahead. This means that for more than half of the day, due to the time difference plus each zone's respective lunch hours, my customers will be unable to talk directly to their assigned representative. This is not what most of us would call good customer service, is it?

As this point, with the decision barely a week old, nobody is really sure how this will be resolved. For that matter, nobody is really sure how long we will still have our jobs. We've been told six months, but that is more likely for some than for others. All in all, there has been a rather stunning lack of straight answers coming from management. To me, this shows that this was not well thought out before the decision was announced as a done deal.

Next week, our company will hold its annual invitational golf tournament at a local resort. Representatives of many of our largest customers will be in attendance. Some of them have already expressed their reservations about the closure of the office in which I work. To too great a degree, my future — and that of my family, my co-workers and their families — depends upon how effectively these customers who will be adversely impacted by this change argue against it. The customers have the leverage to make the bosses back off. It's really just a question of whether they will exercise that leverage and whether they will be able to do so effectively.

I hope so. I like my job and I don't want to lose it. If I do lose it, however, I am sure that my company will also end up a loser in the long run.

At least I won't be alone.

* * * * * * * * * * UPDATE * * * * * * * * * *

The decision has been made to retain at this location the one product line that I handle, which pretty much takes care of the time zone issue. I'm happy about that because it will prevent my customers from being significantly impacted. In addition, they will have an on-site contact if they have any issues that need to be addressed here. That's a good thing. It is not all good news, though.

On the last workday before Christmas, 1998, I was informed that while my product line was staying here, I would not be the one handling it. Initially, I thought that I would still have the option of remaining with the company but at a position far below my present one in both status and pay, but I was mistaken. My company went union, and rules of the union contract and the present lack of available openings at any level for which I might be qualified rule this out. So be it. About a year ago, when I moved into this department, I thought it was a good career move. It didn't turn out that way. I've got my résumé posted on the Internet, at this site and a few other job-related sites, and have started emailing and faxing them around. Right now, I don't know what is going to happen. At least they're offering a decent severance package.

I just wish that I wasn't in the position that it would be offered to me.

* * * * * * * * FINAL UPDATE * * * * * * * *

Well, the layoff came for me on June 18, 1999. After six years there, it was hard to say goodbye to everyone. I have to admit that I was crying almost before I could start my car. It hurt more than I expected, even though I saw it coming over six months in advance. I'm not a job-hopper and I like to find a good company and stay there. I tried that and it didn't work this time. Maybe next time it will.

At this point, I don't have anything else lined up. I'm still looking, and the severance will carry us over for a while. I don't take job-searching casually as my family depends upon it, but the uncertainty is still disturbing for my wife and I. As time passes, it's harder and harder to maintain the confidence that something good will come along that will make me forget all about my now-previous employer. I want to believe that it will, but it hasn't happened yet.

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