Click here to read part I

Several weeks ago, I told you about my meeting with my boss Larry, and how we had a real heartfelt employee-to-weasel-talk. Things were made crystal clear, and I left that meeting understanding my world a lot better. It has been about six weeks since that happened, let me give you an update.

I took his words to heart and stopped taking every call that comes in. As much as it kills me, I pass on informational and straight customer service calls to the temps. I hate putting people back into the queue to keep holding, but I really don't have a choice. I had to accept that the system here is broke and they won't listen to me or let me handle every call that comes. What makes money for this company is new trades, period. The customer service and informational calls are only a necessary evil to them.

That said, things have really improved for me personally. My numbers have soared. There are days I am up there with the top performers. I still have my research work that takes me away from the phone. I still have days when my numbers are down because of it, but when I am on the phone my numbers are greatly improved.

Two weeks ago, I cornered Larry at his desk and asked if he was satisfied with my numbers. He told me I was doing a great job. It was unreal, I didn't know what universe I was in. No one has hassled me since then, I have not had any comments or innuendos come my way.

So there you have it. I started doing things their way, and things got better. At first I thought that writing this would make me seem like a schmuck who didn't have a clue. But it's not that way. Sure, I'm a little thick sometimes, and I want myself to look good. But I had to ask them for guidance, I had to beg for constructive criticism. I still have not received a performance review. Their training and written memos say one thing, but their behavior and comments say something else. It just took me a long time to figure out that their implicit instructions are more important than their explicit instructions. Now I know.

Understanding Management shouldn't be some mysterious guessing game. It shouldn't take a degree in sociology and psychology to figure out what your boss wants from you. It should be laid out clearly. You should receive both praise and criticism often.

Thanks for reading,

AC