Customer Focus over Employee Satisfaction

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Anonymous

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Lilly is SO focused on Customer Service Value Chain, that Management is completely FORGETTING about Employee Satisfaction. We are bending over backwards to "Help" Customers, and forsaking the Managers and Reps! Territory Changes, Realignments, to appease customers, rather than simplicity of apologies and investigation into any possible concerns that they may have. Regional Managers and others trying to make a name for themselves while tearing apart an employees life, all for the sake of one customer. Yes, each customer is important. However, Sometimes common sense HAS to prevail. The customer MAY NOT BE RIGHT. Sometimes it's the employee is not right. All sides need to be heard before we continue making Knee Jerk Reactions. I think we need to take another look at priorities and goals, and consider EVERYONE, not just one. What are your thoughts??
 






Anonymous said:
Lilly is SO focused on Customer Service Value Chain, that Management is completely FORGETTING about Employee Satisfaction. We are bending over backwards to "Help" Customers, and forsaking the Managers and Reps! Territory Changes, Realignments, to appease customers, rather than simplicity of apologies and investigation into any possible concerns that they may have. Regional Managers and others trying to make a name for themselves while tearing apart an employees life, all for the sake of one customer. Yes, each customer is important. However, Sometimes common sense HAS to prevail. The customer MAY NOT BE RIGHT. Sometimes it's the employee is not right. All sides need to be heard before we continue making Knee Jerk Reactions. I think we need to take another look at priorities and goals, and consider EVERYONE, not just one. What are your thoughts??
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Check out a review of the book, "Slow and Fast Thinking" --- says the same thing, more or less
 












Thanks. I will get the book and read it. I just can't even believe how far backwards we have bent! Do employees even have a CHANCE to stay and effect change, or will those that don't see that the CUSTOMER ALWAYS HAS TO BE RIGHT EVEN WHEN THEY ARE WRONG, is not always the best methodology, when it belittles employees?
 












Anonymous said:
Lilly is SO focused on Customer Service Value Chain, that Management is completely FORGETTING about Employee Satisfaction. Territory Changes, Realignments, to appease customers, rather than simplicity of apologies and investigation into any possible concerns that they may have. Regional Managers and others trying to make a name for themselves while tearing apart an employees life, all for the sake of one customer. Yes, each customer is important. However, Sometimes common sense HAS to prevail. The customer MAY NOT BE RIGHT. Sometimes it's the employee is not right. All sides need to be heard before we continue making Knee Jerk Reactions. I think we need to take another look at priorities and goals, and consider EVERYONE, not just one. What are your thoughts??
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I haven't a clue what you're talking about. Fill us in. Yes, to value chain and importance of customers. The rest, no idea. It sounds like you got in trouble for not getting along with a customer and were made to move? I don't know of any territory changes or realignments to appease cusomers. What division, and where? Also don't know of any realignments recently. Speak up so someone can understand your situation.
 






Anonymous said:
I haven't a clue what you're talking about. Fill us in. Yes, to value chain and importance of customers. The rest, no idea. It sounds like you got in trouble for not getting along with a customer and were made to move? I don't know of any territory changes or realignments to appease cusomers. What division, and where? Also don't know of any realignments recently. Speak up so someone can understand your situation.
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HR lurker, you forgot to add, "And please sign these forms relinquishing your rights prior to being escorted to the door by security."
 






No, I'm not HR and would never be. I just think if you're going to rant publicly, you should make your rant understandable to readers. If you have a justifiable gripe, I'm all ears and have empathy for you. On the flip side, if you're just an A** like most on this board, we'll find out. Like I said before, tell us more about your story so someone can understand it, and "duh" do it without identifying yourself personally. Maybe you already have!
 






Anonymous said:
No, I'm not HR and would never be. I just think if you're going to rant publicly, you should make your rant understandable to readers. If you have a justifiable gripe, I'm all ears and have empathy for you. On the flip side, if you're just an A** like most on this board, we'll find out. Like I said before, tell us more about your story so someone can understand it, and "duh" do it without identifying yourself personally. Maybe you already have!
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I agree with you. Im trying to figure what he/ she is saying in their post. I'm assuming they are saying we are focusing too strongly on CVM that we are not meeting the employee needs?
 












OP here, "yes" to the statement that Lilly is focusing so much on CVM, that everything else associated with Employee Satisfaction, disappears. Why do you think that is?
No customer issue.
 
























The problem is not cust over emp. It is the relentless focus on feeding the egos of disgusting, liberal leaders and cMBA millenials. That is the problem. Sales reps usually have bach degrees or advanced degrees that the Elite MBAs running the asylum on McCarty street don't value. I've not seen so many global brand leaders who want to have butt kissed in a decade.
 






Anonymous said:
The problem is not cust over emp. It is the relentless focus on feeding the egos of disgusting, liberal leaders and cMBA millenials. That is the problem. Sales reps usually have bach degrees or advanced degrees that the Elite MBAs running the asylum on McCarty street don't value. I've not seen so many global brand leaders who want to have butt kissed in a decade.
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You are missing the point. Kiss the butt of the brand.
 


















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