In a conference call the other day, someone after screaming at the person on the other end of the phone blaming him for providing poor customer service said: He doesn’t realise that if we are happy, we will potentially give him some more clients.
While there’s some sense to what’s being said, the thing is trade doesn’t happen on a potential basis. Quite understandably, if you use something for free, you are expected to operate it on your own. Of course, there will be businesses that provide excellent customer service while keeping the cost chargeable to user low. However, the baseline is if you pay peanuts, you get monkeys.
Funny in that meeting, when someone else on the other end said: well look at how much you’re paying him compared to how much you’re paying other services? Balls! But truth.
A little sidetrack… There was this senior developer that I used to work with. His rate hour is expensive, and he doesn’t do bargain. But his service is generous! There was so much initiative in his work, sharing of tips, putting in a little extra hour here and there, and the way he carries the relationship with the clients. Both sides are happy!
So when someone has already put in efforts to go the extra mile beyond their original scope, that person should be recognised and remunerated fairly. Why is it so convenient for the company to ask more of the employees, but when employees ask more from the company they can be shut down with reasons like the budget is locked, the hiring is freeze-ed, the market is not good, the changes will come later… Companies can have business goals to meet, but employees can’t have their own career goals to meet too?
At the end of the day, everybody has a life to sustain. Have some common sense and empathy will ya?