change

Typically so far in my career I have been a set up specialist. I have gone and set up systyms for marketing / sales. I have so far not worked on an inherited structure. The only one exception has been my first job where I inherited a structure in sales and I was a miserable failure. But that was twelve years ago when I was a novice and anyone would be able to walk over me.
This time in my new role I have inherited a team and lots of structures and complexities. A lot that I don’t like and lot that don’t really need changing. One of the greatest revelations had come to me around 8 years ago. This when I was inheriting a very small and tiny customer service team. Coming from sales I thought the team was a bunch of dumbos and that nothing could be achieved or got through them. I wasn’t looking forward to this assignment. Nopes. Then when the handover happened, I looked at the girl who was the customer service head and told myself, let’s make it work. I have no clue why I did that. I just suddenly resolved that no matter what I will think of her as a good resource and that we will make her work well. She is a good person unless I am proved otherwise. Magic happened from then on. She started doing much better. She immediately responded positively to me and me to her. We set up processes and procedures that improved and gave teeth to customer service. We started bashing back the sales guys who had made it a habit of bashing service people. Service was bad, not doing their job, a piece of cake etc etc. The sales system got it back this time. Lacunas in the system were identified and ironed. Issues with sales were highlighted. Woes of the service team were stated before the bosses and a voice was created that would be heard. The service head, who was denied a promotion was given one next year. I thought it was a magical transformation. Not of her... but of me. I keep that incident as a guiding light for a lot of my interaction with the team.
It’s always easy to rubbish people and especially if you are inheriting a team. You can always rubbish eth procedures followed and the decisions taken. But to my mind if you believe that everything had a reason and that reason was to the best of that person’s thinking, then you might start seeing merit in it. The fine line between changing things and letting tem remain constant. This is the constant tug of war. Every day I come in to office thinking of what I must change and what I must let remain. Some things I must change right away. Some cultures must be removed from the roots and thrown away and some part of culture must be nurtured. But the most important of all is the people involved. What is going on in their mind. Are they free to speak up and oppose the new boss and new fangled ideas? Every day I see shit and see gems of brilliance together in the same room. The mindset I have is always that the people are good and that they will achieve what they are capable of. If the mindset remains that people will remain the same and that achievement is required irrespective then the actions I take change accordingly. Instead of getting angry or dissatisfied, one becomes the agent of change. Change that is softer on people. Change that is lasting and causes lesser stress. I have had a boss who believed that he had to bring about change. But that change he brought about was at great cost to people. He created a stressful environment and believed that he was an antibiotic (his own words). By that logic I assume he thought that we were bacteria. Then he will treat us as that.
The last few years my epiphany has been that people are the most important thing in the world. Not brands, not customers, not profits. They are all there but they finally stem from the people that you work for, who work with you and those who work for you. Happy people produce beautiful results. I remain guided by one single objective – do what is right for the person. The company, brand and culture will automatically get aligned. Many times what is right for the person is not what is right for the company and then the incongruence of goals results in stress. Sometimes one can change the company’s policies and thought process, if not then the person might need to change. If neither is willing to budge then the company loses the individual. I have never bothered to retain people.
People will stay with you if you have been fair to them. If you have been unfair then you deserve that they go and if you have been fair and they still want to go, that’s cool as well. We just get the guys on board who want a fair deal. A fair wage and a fair environment for a fair day’s work. Good people will see the light of the day for sure. They realise what is fair and what is not. Too clever practices or HR initiatives will only piss people off in the long run. It will only come back to bite you in the butt. If morale is low or energy is missing, turning outwards towards HR may be a bad idea. Responding by gifts, incentives and other means would only delay the inevitable. Like a child who responds to a shiny new toy to stop wailing for a few minutes will only learn to wail after the boredom sets in.
Fun comes from a purpose or a pride that one gets from doing good work. In that sense I am quite happy to be a part of the marketing process rather than the sales process. In sales I have seen too many people sell too much of their soul. Then the company has no other means to reward them than give them shiny new toys again and again. The boss is a barracuda hell bent on achieving targets and he just misses the point of people being there.
So here I am. Every day trying to effect a cultural revolution. Trying to change culture within the organisation. It is not easy. These are not pawns but real people with real feelings. How do I change what must be, retain what is good and have the good sense to distinguish the two. Uff. Everyday and every moment. It takes a lot out of me. I see the incredulous faces when I propose something, when I stop something. ‘but that’s how it’s always been here’. Sure thing dude, but we will change that. Do you believe it must change. ‘yes it must’. Do believe that this change will be good for you? “yes we do.... but?” go ahead then. Go on. GO.
What’s my job then? Backing them in the change that believe in. In the change that will improve their lives and give it purpose. It tougher than what is anticipated. But it will bring about greater joy in their lives. As I was telling one of them. Everyday what makes me go home happy. That we will do marketing history here? That we will do great work? That I will earn lots of money and incentive. NO. The bets feeling I go back with is that somehow I have impacted people’s mind in a positive way. That they will think better, that they will act better and that their careers will improve. They will learn to be better marketing chaps and have better careers than if I was not there.
Like my brother once reminded me of the parable of the boy who kept throwing back into the ocean, the starfish washed ashore. A passerby explained the futility of making a difference to the world by such small acts. To which the boy merely threw one more starfish and said – made a difference to that one.
I AM CHANGING THE WORLD. ONE AT A TIME. IN WHATEVER LIMITED ACOPE I HAVE. IN MY LIMITED CIRCLE. BUT I AM IMPACTING LIVES WHO IMPACT OTHERS. I sure hope he gives me strength and brains.
Today morning itself I read – man’s moral strength is far more than his physical limitations.