A Bad Policy

I hate it when people try to talk about things in terms of black and white. It is a very rare that something will ever be so clear cut that there is never any mitigating circumstance that might have an effect on outcome. Let me give you an example that happened to me a while ago, but has stayed with me.

I once had a job working for a company that had a high level management person come in to talk to us about an "incident". The company I was working for was an event planning group that worked for a big corporation, we'll call them Macrohard, back when they were releasing the Wall 8 OS. In our contract we had a requirement of at least a 30 minute delay between events in rooms so that we could clean them up and reorganize seating as was usually required. This seemed like a clear cut agreement and while I worked there it had never been broken until this point. We had to switch a room from circular tables to theater style seating for round about 350 people in 15 minutes. This would only be doable if we got all of our staff to work on it at the same time. As this was against the terms stipulated in the contract, and since we had other events happening in that day so we wouldn't have had the manpower, my boss had words with the people who set up the schedule.

A few days later, said corporate manager showed up to tell us that we fucked up. We should have done this the way the client had wanted, and that this might end up costing us a contract. He said, and I quote, "I don't believe in a grey world in the service industry. The service industry is black and white. You either get it done, or you don't." This boggled my mind. They broke a contract and it was somehow our fault. What the fuck! I quit fairly soon after that, along with at least five other people.

I will admit, we didn't get the job done, but it was because they asked us to do something impossible with our (then) current staffing. The corporate manager kept telling us about stories in which he had bent over backwards to help clients in the hotel industry when he worked in it, and how this was to be our goal. To do what the clients ask us to do, regardless of how unfeasible, legal, or appropriate the whole situation was. I know this doesn't sound like a big deal, but people got fired over this. One of them was my manager who was just trying to make sure that our contract was held up. Its ridiculous. I would be willing to bet that if this was a smaller client, the corporate office wouldn't have cared as much.

I understand why corporations take this route. The main goal of a corporation is to maximize profit, and not doing so is a failure in that goal. Not being flexible/understanding to at least some degree though hurts the people who work for you, which seems like a self destructive behavior. Seeing the world via this black and white only perspective limits your options, which could very well doom a company, especially in today's economy. That company I worked for? Lost most of their employees over this (several people quit due to not liking the management's decisions) and no longer has the contract they fucked themselves so hard to maintain.