Category: work

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rant work

The World Has Turned and Left Me Here

The world has turned and left me here
Just where I was before you appeared.
And in your place an empty space
Has filled the void behind my face.

People come and go in your life. The types of people who make a tremendous impact on your life are usually the ones that don’t stick around too long. Maybe they disappeared because of something you shouldn’t have done or said; maybe that’s the impact – Learning a hard lesson.

How many times does this lesson need to be learned before we look back and realize that we have stood still while the world keeps turning. If we don’t take the time to appreciate the little things, and the important people in our lives, then what do we have left to live for? We can’t just meander through life and hope for the best.

Times are tough for me right now. My stress level is higher than its been in a while. The last time I was this stressed was as a Supervisor in Boise. We are doing a huge ramp up at work. 20 people in my next training class. I am just hoping we can get that many people hired in time. The whole company is depending on me to get 20 people trained. It feels like all eyes are on me. If I fail, the company hurts.

On top of this, I am part owner in another company. This company is on the brink of emerging from its cocoon. It is my job to ensure this happens. Between my 2 jobs I have not had the time to focus on the little things, nor spend quality time with those whom are important to me. I am not even sure who is important and who isn’t these days.

I have always been one who finds beauty in the small and otherwise unnoticed phenomena in life. Lately I would be lucky to make it through the day without wanting to scream. I need to take more time for me, and focus on my health, my needs, my wants. These are the rough times. This too shall pass.

Do you believe what I sing now?

Categories
rant work

The Horizon Has Been Defeated

I spend a good majority of my day explaining boundaries to my customers. The vast majority of those that call in for web hosting support, have no idea that there is a difference between building a website, hosting a website and sending an email. Because of this, I get asked a lot of questions that I should have learned to expect by now, but still astonish me. When a customer asks me to make some new installation of a third party e-commerce solution look like the rest of their site, I should learn to not only say “That is not within our realm of support”, but also educate them as to why their question is a farce.

When I first started building websites, over 10 years ago, the internet was not the place it is now. Back then, in order to build a decent website I copied someone else’s website, learned what they did to make it cool and would then deposit some of those elements into my own. Before too long I would end up with a tapestry of patchwork and cross stitching that I could call mine. This forced me to always learn more, evolve my design style, and mature in graphical development. 10 years later, and I am still learning, but I am also now teaching.

Fast forwarding to 2006: Everyone wants a website, and wants it NOW! People do not want to learn how to create. Today’s internet market is composed of consumers, not customers. These people expect to have exactly what they need ready to go, as if we were some sort of psychic fast food chain with their anticipated meals being warmed under a heat lamp. There are two problems with this. The first problem is that nothing is ever exactly what is needed. There is always going to be a missing tomato, or too many onions. The second problem is that even if you do get a product close to what you ordered, it doesn’t change the quality of said product, or the fact that you only spent $3.95 and had it handed to you through the drive through window.

How does one offer this type of education to a customer while sounding sincere and empathetic? I am not sure there is a way, so for now I guess the best way is to simply add the phrase “Please contact the developer of this product for any additional support and configuration”.

How far are we going to digress in the name of convenience?

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rant work

Smoke on the Water

It’s been kind of a rough month for me. I have been going through a lot of personal issues that have absorbed most of my time. Because I am a glutton for punishment I have also quit smoking. This is not the first time I have quit, but with God’s help it will certainly be the last.

I have noticed an increase in my agitation towards everything and everyone. Mainly my frustration has been coming from my customer’s at work. I have been in the customer service industry for quite some time, but the last 3 weeks have been hellish. I have had no compassion or patience lately. I hate thinking that this is a result from my quitting smoking, but I believe this to be true.

Have I really become so dependent on nicotine that I need it in order to function properly? I think so. Since I am being so cynical I would like to point out a recent observation. This may make me feel a little better, or much worse. Either way, I almost care.

If you are going to pay someone for a product or service, it is best to understand the product or service you are purchasing. When you buy a car from the car dealership you spend thousands of dollars, yet you should never expect them to teach you how to drive. It is assumed by the Car dealership before you purchase a car that you know how to drive (They also make sure you have a drivers license, which is a good idea – more on that real soon). Buying web hosting is the same. We will help you as much as we can, however we will not help you build a website. It is assumed by us that when you purchase web hosting that you already know what domains, email addresses and FTP Clients are. Maybe we should also check for web design licenses before we allow customers to sign up.

I need some sleep. When I get home tonight I am going to fall asleep while watching Mythbusters. If I am lucky it will include a myth that involves blowing something up and causing a huge fire in the sky.

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work

Gone

Gone going
Gone everything
Gone give a damn
Gone be the birds when they don’t want to sing
Gone people
All awkward with their things
Gone

Tomorrow is my last day at DirecTV. It is going to be tough to say goodbye to my teammates, my friends, my co-workers, pretty much everyone. In the last 2 years I have forged many relationships, professional and personal; relationships in which I place a very high value. It is hard to believe that tomorrow, everything changes.

Well look at you out to make a deal
You try to be appealing but you lose your appeal
And what about those shoes you’re in today
They’ll do no good
On the bridges you burnt along the way

I am trying as hard as I possibly can to not burn any bridges. It is impossible not to burn any. The very act of me leaving burns several bridges. I know I will never be able to step foot in that building as a team leader ever again. I hope I made the right decision.

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work

The Distance

They deftly maneuver and muscle for rank,
Fuel burning fast on an empty tank,
Reckless and wild they pour through the turns,
Their prowess is potent and secretly stern.
As they speed through the finish the flags go down.
The fans get up, and get out of town.
The arena is empty except for one man,
Still driving and striving as fast as he can.

I was made an offer by another company. I accepted the offer. I will start on November 7th. My last day at DirecTV will be October 31st. I will then take a week long vacation and mentally prepare for the new job.

There are a myriad of emotions I am feeling right now. Excitement, of course; but the excitement is being slightly soured by fear, guilt and sadness. I love my job at DirecTV. I am in no way leaving because of any disdain or negative feelings about my current employer. I love the people in the building. I believe strongly in our product and the direction our business owners are heading.

Am I leaving for money? This new company is offering me a substantially larger salary base than DirecTV is. Does this make me greedy? Probably, a little. I would be an idiot if I turned down this offer.

I am going the distance, and I am a little nervous.

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work

Two Step

Celebrate we will, because life is short but sweet for certain. We’re climbing two by two, to be sure these days continue.
These things we cannot change.

There might be some change in my life. I have been exploring several job opportunities, the best of which is T-Mobile. I have been really impressed by their building, organizational structure, managers, and recruitment process. If they really impress me with a job offer and nice salary I will leave DirecTV.

Please don’t misunderstand me. I love my job now. DirecTV has been really good to me and taught me a lot in the way of call center business. For that I will be forever grateful. If I am offered a similar position at T-Mobile, how much more then could I grow? I would have the chance to learn a new perspective, and get to know new people.

I am really excited about how my interview went yesterday morning. I thought it went really well and hope to hear back from the Hiring Managers soon. But for the first time in my life I am not stressing about an interview. I do not need to stress about it. I do want the job, but, if I am not made an offer, I still have a wonderful position within DirecTV.

I am in a slightly better mood today. It is a good day. Nice weather and no work.. I think I will go eat some sushi.

Yah. Sushi it is.

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work

Elderly Woman Behind the Counter In a Small Town

Call it a lesson in sociology. As a way to help gauge my performance as a team leader I decided today to hand out feedback forms to my current team. Today was my last day with them, as I will be moving on to another team tomorrow. I figured it would be a great way to get honest feedback and improve my leadership style. I genuinely crave good constructive feedback. This was my second team since I was made team leader and my first team in the ACDT call type. I know I have made many mistakes. I have learned so much since I was first upgraded. The learning, I am sure, will never wane.

I expected too get a lot attacks on my “micro managing” and dogmatic coaching. Instead I received a lot of unexpected compliments and constructive feedback. Most explained how they appreciated my openness and humor. They explained how they valued my willingness to help out in any situation, even when I was busy. They appreciated how I made sure we had fun every day. I was really impressed with the level of feedback I received. A lot of my team members even cited examples and gave ways they think I could improve. They were all very specific and simple suggestions. I greatly appreciated all feedback.

Except for one.

One of my team members said I was rude, unapproachable, condescending and had a poor management style. That was pretty much the gist of it. No examples. No suggestions. That is not constructive criticism. That is destructive criticism, and I must say I took it pretty harshly, as I am sure was this person’s intent.

People, whom know me, know that I am not those aforementioned things. I am very approachable. In fact I had several comments on other feedback forms that pointed out how my approachability was an asset to my leadership. I am sure that my dry sarcasm can come off as rude and sometimes condescending. It is a perception issue that I agree I need to work on. This perception is usually fixed by talking to me for about 5 minutes. People who work with me have learned to appreciate this humor; however I will admit that not everyone has bought into it. Apparently the person who filled out the destructive feedback form is not a fan of my work.

This brings me to a revelation. Perception is paramount. We all have perceptions of everyone. Have you ever stopped to consider how accurate that perception is? What is the perception of the person in the office next to yours? How about the person who just cut you off on the freeway? How about the elderly woman behind the counter in a small town?

What are thier perceptions of you?

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work

Badfish

Actually I had some really good fish. Went to Sakura Japanese Steakhouse in Boise. I went with a couple members of my team, Vance and Tabitha. I went to work to catch up on some coaching logs. They met me in the lobby. Vance had never tried Sushi before, so I figured today was as good a time as any. You see I love sushi. I recommend it to anyone that has not tried it.

I had a great time. I hope Vance and Tabitha had fun. I am not quite certain Vance enjoys sushi as well as I do, but he did say he liked it.

This weekend was much needed. I have spent most of the weekend just lounging around. I am ready for another week. I know I’m not bulletproof, but I’m feeling real good right now.

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work

Nothing Else Matters

Today was a difficult day. I do not want to go into much detail, but there was some stress involved. Some tough conversations. A lot of supervisor calls. Busy Busy Busy. It was good though. Challenges are fun. Keeps me on my toes.

I am enjoying life though so nothing else matters. Good roommate. Responsible. Easy going. Sober. He is a damn good team leader too. I have learned so much through osmosis I think.

It’s time for something to go wrong… now would be the time… when things are going so well. For every peak there is an equal valley. Bring it on.

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work

In My Shoes

I mentioned in my last post about a feeling of transition. I just knew transition was coming. I could feel it. I have been through enough major changes to know when another change is about to rear it’s ugly head..

When Pam walked me upstairs to have a “sit down” I knew this was it. This was when I found out if I was getting made a permanent Team Leader, or if I was getting asked to step back on to the floor as a CSR once again.

When I saw Sherman sitting there it was a source of comfort. It helped confirm my previous theory, leaning more towards the permanent position side of things. Then he proceeded to lay on the table a red folder. Red. Bloody red. Death, destruction, pain, suffering; RED. My sense of comfort slowly faded into the background. I knew the conversation would still be a good one. Every talk or meeting I have had with Sherman and Pam has been positive and I didn’t expect this one to be any different. If I was meant to get feedback, and that was what this was about, then so be it. I thoroughly enjoy any feedback, good or constructive.

I did receive feedback today regarding my interview process and my performance on the floor as an Upgrade Team Leader. It was very positive feedback, and I thank Sherman and Pam for being so kind during the meeting. Sherman thanked me for being so patient during this long and arduous process. He also said that bringing closure to all the upgrades whom were interviewed and had not yet been offered a permanent position was necessary, as we have been waiting for many weeks.

He then slowly opened up the red folder and pulled out a single piece of paper. It looked similar to the piece of paper I signed when I was made an upgrade. Based on the conversation up to this point I was ready to sign a document stating that my upgrade pay would be removed effective immediately and that I was to return to the floor.

That is not what this particular document said at all. Sherman could not help but crack a smile. Pam hands me a pen. Sherman then asked me if I was still interested in the permanent team leader role. The answer, of course, is obvious.

Paper signed. It is now official. I have obtained the Dremel.