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A few months ago, I accompanied a friend to a department store
because he wanted to buy a sofa. We found an attractive blue sofa on sale but
my friend wanted a different color. We manage to get the attention of one saleslady who just happened to be rushing pass us. We asked her if only the blue sofa was on sale. The
saleslady was slightly startled, but she politely stopped. She listened
attentively but she was clearly anxious, perhaps she was rushing to entertain
another customer before we stopped her. She then told us that she did not know
if only the blue sofa was on sale but she would ask, and told us to wait.
Afterwards, I scanned the department store and realized that the place was
understaffed. On top of that, I saw many impatient and annoyed customers
standing with their arms akimbo, or folded on their chests, clearly
unsatisfied. As we wait for the saleslady to return, my friend inspected some
furniture while I secretly observed a female customer complaining loudly to the
cashier and another salesclerk at the counter. After some time, the customer
grabbed her plastic bag and left angrily. Both
the cashier and the clerk looked humiliated but they just continued serving
other customers, a few of them also looked annoyed, as if to signify that they
agreed with the female customer who just stormed out.
It suddenly hit me. I was that woman before.
Before I became a manager, and even during my first three years
managing a company, I did not have patience for employees who give poor
service. When I received unsatisfactory service from any establishment, I
confidently complained to the person at the counter, the waiter, the salesperson
or anybody who was tasked to entertain customers at ground level. I spoke with
an authoritative voice and complained. I honestly believed that I was an
empowered consumer, demanding proper service equivalent to the amount of money
that I paid. If an employer could not give me a justifiable explanation,
I would raise my voice until he or she budged or called the manager.
However, all that changed when I started looking at my co-workers as
people not just my subordinates. Being tasked to negotiate for their pay
increase, I realized that some entrepreneurs think differently. Certainly, most
of us put businesspeople on a pedestal. They belong to an elite class of
people, the Steve Jobs, the Henry Sys, the Manny Pangilinans, the Lucio Tans,
the Jaime Zobel de Ayalas. These entrepreneurs are willing to take big risks. Now, I think this is “elitist” thinking. Ordinary underpaid employees
also take risks. They risk their lives, their future, and the future of their
children by working hard and staying in a company that does not compensate them
sufficiently so they could live decent lives while big CEOs buy yachts, countless luxury items, and some even bribe government officials and exploit the environment. But ordinary workers cannot quit because they know, the
situation will still be the same in other companies. Definitely, the risks that
ordinary employees take cannot be monetarily quantified the same way we quantify sales; therefore, the accepted assumption is risks that involve money are the only “true
risks.”
Every now and then, we read about success stories of young and old
entrepreneurs. “Businessman A” got his first million at the age of 25 and so
on. This used to impress me. Now, I realized that behind many financially
successful entrepreneur are many underpaid hardworking employees. Ironically,
we do not see those underpaid workers even though "we are they." We only see the
attractive tycoons, grown figuratively fat and wearing fancy attire on the
covers of business magazines. They are the veil of exploitation.
If we remove the veil, we may become aware that typical entrepreneurs singularly aim for
personal profit, the bigger the better. Even more ludicrous, when billionaires reach old age and realize that they cannot take their money to the grave, they start giving their wealth away as if it were a grand gesture of "divine philanthropy." My view is a bit cynical. Perhaps this gesture of magnanimity in the Nietzsche-an way is a last resort for forgiveness or buying your way to heaven. If these billionaires are atheists, they may be simply safeguarding their legacy so we cannot question that they are part of the reason why the poor existed in the first place.
Bottom line, even if some of these rich businesspeople mean well, they still believe that raising the salaries of ordinary employees is counterproductive. I am referring to employees on the ground level, not the mid to high-level management. These so-called ordinary employees are dispensable. They are regarded as mere workers; they are not the product; they are not the company, even though company rhetoric says otherwise. “You are the company” is just an empty slogan in my experience and observation.
Bottom line, even if some of these rich businesspeople mean well, they still believe that raising the salaries of ordinary employees is counterproductive. I am referring to employees on the ground level, not the mid to high-level management. These so-called ordinary employees are dispensable. They are regarded as mere workers; they are not the product; they are not the company, even though company rhetoric says otherwise. “You are the company” is just an empty slogan in my experience and observation.
Unfortunately, ordinary employees bear much of the brunt of
customers’ complaints. High-level managers, especially business owners, use
low-level employees as human shields, to put it bluntly.
In reality, if you lambaste an ordinary clerk for his company’s
substandard service or product, you are reprimanding the wrong person. You are
punishing the innocent. In fact, you are creating an enemy with every harsh
word shooting from your mouth like a bullet. To be really candid about this,
you are acting like an “elitist middle class prick (or bitch).” Pardon my
French.
Unquestionably, some employees deserve reprimand from customers, especially if the fault entirely falls on the employee; however, it is a different matter all together if your complaint is about the company product or rules.
Unquestionably, some employees deserve reprimand from customers, especially if the fault entirely falls on the employee; however, it is a different matter all together if your complaint is about the company product or rules.
Ordinary employees are regarded as foot soldiers. They are in
the front line in the battle between irate customers and dubious
company owners, and these foot soldiers are mostly underpaid. Most of
them are probably paid just slightly above minimum wage, and worse, they are
contractual employees. They might not even know if they will still have a job
in a month or two. They are most likely overworked and doing tasks
outside their job descriptions.
Without a doubt, some people may say, “If you focus on the money first,
then you will never get ahead. Do the work first, and your good work will bring
in the money.” Yes,
this is still true, and I used to say this to my co-workers. But I have also
accepted that some workers have worked hard for a company for a long time, but
they never get a raise, if they do, the amount is inconsequential. Eventually,
they will become demoralized and unmotivated, especially if they cannot afford
to quit. Why would they kill themselves for a company that treats them as
cattle rather than human beings? If they perform poorly, but still manage to
keep their jobs, why make the extra effort? You may ask, "what about personal fulfillment or plain old good work ethic?" Try listening to angry customers for a day while Henry Sy counts his millions, then try to squeeze personal fulfillment between every harsh word. Personally, your good work ethic should also be co-terminus with your contract. In the end, the company that
exploits its employees will suffer. Why should employees take the complaints of customers
seriously? Is it not enough that they are the capitalist's slave being publicly humiliated?
Do you think any underpaid employee would bend over backwards to
assist a customer when the employee knows he or she does not have the power to
give what the customer wants? However, while he is being attacked, the bosses
are sitting comfortably and safe.
I once witnessed a customer berate a customer service employee.
The customer kept complaining about the company’s slow internet speed. The
employee calmly listened to the customer’s litany of grievances. I thought to
myself, “Shut the fuck up!
Prick. Even if you berate this employee for twelve hours, he does not have the
power and the skills to fix your internet speed. Why don’t you go to the
house of the owner of the company and complain to him. He is about to buy a
billion dollar network. He can afford to solve your problems. You are just
attacking the human shield; stab the one behind the shield.”
Luckily, these days, we have the internet to air our complaints.
We can use Facebook, Twitter or similar venues. Instead of airing our
grievances to ordinary employees, we can write open letters to company bosses.
Flood their websites or Facebook pages with countless complaints. Let us storm
the “Cyber Bastilles” of big businesses. Our computers and mobile phones will
be our pitchforks.
Perhaps instead of airing our complaints to these hardworking
underpaid employees, we should win them over. As in wars, get them to fight for
our side.
I once did an experiment in a restaurant. The place was
understaffed even though it was supposed to be posh, and the dishes
ridiculously pricey. When a waitress finally approached me after I waited for a long time, instead of acting like a prick, I told her,
“You have many customers tonight. You must be tired and stressed.”
The waitress replied, “Yes
sir, we're multiple tasks, double duties.” (Translated
from Filipino).
I replied, “Your
boss should hire more people because this place is packed. Are you even paid
enough? They should pay you more.”
The waitress just shyly smiled.
I asked her, “What’s
the easiest and fastest thing to prepare on the menu so you guys do not have to
work hard.”
She said, “Sir,
you can order what you want.”
I said, “No, I’ll
just order something easy to prepare and serve.”
She then suggested the pasta. True enough, after just ten minutes,
I was served. After I ate, I stayed longer to wait for my friend. When he
arrived, most of the customers were gone. I noticed that the waitress was more
attentive to us, and even gave my friend bigger servings. My friend and I lost
track of time, and did not notice that it was already closing time, but the
waitress said that we could still stay a bit longer, they were not leaving yet.
When we did finally leave, the waitress and another waiter waved goodbye to us.
Eventually, we returned to the restaurant because we love their coffee, and the
waiters and waitresses were more attentive to us. Imagine if I had acted like a
prick, berated the waitress for being too slow, and demanded special attention.
However, I still believe she is underpaid, but perhaps she cannot
afford to quit. Most likely, she is the breadwinner of her family.
I still do have some complaints about the place but if I do get
pissed, I will air my grievances to the right person, the owners of the
company. Whoever they may be, they are the ones getting rich, not the
overworked underpaid employees.
In your case, have you recently yelled at an underpaid employee?
How did you feel about it? Most importantly, do you want to know what these
underpaid employees say about you during their free time? I heard most of them;
let me put it this way, what you do not know will not hurt you.
Coming Soon, Part 2
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