No, this story isn’t about the film ‘Life Of Brian.’
Here’s a reflection from a friend of mine I’d like to share with you … nothing to do with the movie mentioned above although there are certain similarities.
My story reflects on Brian Lever, a professional chauffeur. He and I were talking the other day as he waited for his next fare. Brian is in the people business and we shared a lot in common as we discussed all things topical.
Brian lost his job two years ago after 30 years as an Account Manager with a household name.
‘The company were looking at saving costs, and as you and I know Charlie, staffing is a huge overhead to any business. Anyway, I’d spent my working life supporting corporate clients, large and small. I was responsible for 350 customers. In their wisdom, the Company informed me and hundreds of others that we’d lost our jobs. We were making way for ‘a new incentive.’
In their wisdom, the Company was to outsource my sales responsibilities. ‘Cost saving’ included bringing in teams of telephony staff to carry on the work of people like me.’
I sympathised with Brian, I could see he was deeply aggrieved to have been ‘let go’ after such a long time in service.
We continued talking …
‘You know what though, Charlie? The company plan didn’t work. There was a u-turn and last month myself and a handful of my former colleagues were offered our jobs back. The same roles, more autonomy, and generous incentives. It appeared the ‘new teams’ were lacking in something important …’
It seems the faceless voices on the telephone couldn’t duplicate the in-person experience. The affinity or emotional connection one person has with another.
The Company had realised the true value of trusted, knowledgeable staff. In the eyes of the customer, the person IS the company. The trusted relationships cultivated over many years are the CORNERSTONE for ongoing business.
Our Brian story is not so much the ‘Life Of Brian’ satire. It’s more like a tragicomedy seen all too often in today’s business world as tech tries, unsuccessfully, to replace human interaction.
CharlieKenny.me 