The Uncaring

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The higher up you go in leadership, the less caring they tend to be.  Those are the uncaring.


So you have some people saying what they want to the effect that the outcome is rebellion. Since you are free you respect being able to say what you want when you want to. You realize they are just a little in need of some love and affection but for the most part, we should just let them have their say.

This is like turning the other cheek. Once you lick too much on one nipple then it's time to give the other one some attention.

Ok sidetracked, so when Jesus said this he meant as a way to give us all a chance. People can say what they want in a bank, in a bar, maybe even in a courtroom and it still should not affect what benevolent direction the outcome is going to be.

But what if what you see is that Citibank is mystifying their statements in an effort that it seems to you is meant to hide late fees, or worse yet, it's meant to hide automatic bills to insurance programs which of course has nothing to do with Citigroup the new combination bank/ credit card/ insurance company, so why would they want to put jargon in the statements that says if you don't check this teeny weeny box you will agree to sign up for 10.00 automatic billing of some insurance like wallet security, which covers credit card losses if you wallet is stolen, or accidental death, which is secondary to any insurance VISA might have which OH YEAH is covered by Mastercard too automatically but you are so hurried that you sign up for additional insurance to cover what the others don't.

Well, you might think this "outcry" should come from the customers but the first people to see it is customer service because all the irate customers call there first and if there aren't too many upset customers, and if they don't SAY that they are upset because of the tricky statements, then let's go back to business as usual.

The first people to really CARE about what is wrong is going to customer service people. They, by they here I mean PEOPLE LIKE ME, who have chosen this life as a way to help people are going to complain and demand this be fixed. Surely the statements aren't "intentionally" vague for this grim purpose. Surely after the higher ups put this on the front page, (since noone knows that the statements are two sided) they will feel better about how nice and clear the information is.

Or on the other hand, let's watch the older customer service people. They don't feel at all threatened by authority since they know their immediate managers have little to zero knowledge about the product and what their function is is to service their subordinates through statistics and monthly reviews.

If people like me start to complain then my immediates send the complaint up the ladder to senior managers of customer service. They don't care either. Their jobs are to watch the flows of calls. Each associate takes about 100 calls a day and with teams of 20 people each and each senior in charge of about 5 or 6 teams, that's a lot of work. Moreover, they handle scheduling concerns and have a significant influence on who is hired and fired. But that has nothing to do with statements, so up goes the complaint to the director.

The director is the head honcho. This is the optimus. He is responsible for leadership and direction as well as the stimulus of the SBU(Strategic Business Unit) spirit. By spirit I mean he/she is responsible for maintaining everyone happy, which for customer service you might imagine is very difficult if not unattainable.

Now in business there are two possible roles you can be involved in and this is related to in business school ad nauseum. You can be either in the line or in staff.

The line, or "operations" like they say it now and maybe they have even changed it again because changing the words and labels is a safe way to keep younger people from knowing too much too soon and keeps the old dogs in power longer. Hmm that wasn't a sentence. Operations is where you do the dirty, you take orders, speak to customers, take surveys. Front line work is called operations and if you handle customers in any facet, you are in operations. People in operations have the most stress but they also are the fastest ones to get promoted. It's kind of like doing combat work in the Navy.

The staff, are people that don't deal with customers. These people, work in Human Resources(HR) or in Janitorial work or in Building Maintenance or Security. Most of these people handle the people in operations in a support role. Marketing is a staff role.

Now small wonder then as we go back to the director who has this complaint in his hands which has nothing to do with him, he sends it over to marketing. Marketing is where, if this were Italy, all the great families nephews would work here. Noone gets to work here unless they are from Harvard or from the oldest families in the city. This is a sit down job full of meetings and cheesecake and important deadlines where millions are spent by nobody really all that smart. If this were a product line the money sent here would be sent to Research & Development(R&D) and as these gobs of money got thrown to people in this group, slowly but surely the department would increase its multiplier.

R&D is just that, a multiplier department. If you put your BEST people here, you get to produce items 1.5 times as fast, then 2 times as fast. Operations becomes more effiicent increasing free time to allow for more training and a happier group of people who know their jobs.

Marketing in a bank however is populated by thuds who overstress and stick crap up their butts all day long in an effort to look busy but what in essence they are doing, as has been my experience, is making crap look nice and then making it look like crap again. There is no effort at improving the use of the credit card, no effort at selling the brand only now AFTER I was fired do we start to see commercials, no effort to make the employees proud. Well they used to have the seven values in AT&T and when Citibank took over, that got replaced which was good because all of us old-timers that believed in the seven values, got a hand job.

Ok sidetracked, so this director sends my complaint over to marketing and they go hmmm. This guy wants us to stop confusing the customers. Who IS this guy? So their director has a sitdown with my director and each of them are in charge of what... 500 people or so.

Houston, my director's name would be houston, we have a problem. It seems all this time we have been in space has been harmful to our sensibilities so what we propose is that you start doing what we say. No don't worry it sounds crazy like we are going crazy up here in marketing with too many fruit bowls, and sandwich meetings and such but we are just fine with the money we are spending, what we NEED now is to have less input from you guys. Yes, we here in the space ship don't NEED you and have decided to just begin accepting checks and compliments on our great performance.

And remember, if anything goes wrong, we, out here in space, all die and that would be YOUR fault there in operations, not ours, so do as we say or else we are gonna have MORE sandwich and fruit basket and punch bowl meetings.

Oh and one more thing, I want the head of John the Baptist.