id-Market Leadership A Disconnect Between Operations and Reality
There’s a serious disconnect between leadership and operations in the mid-market. It feels like CB and AR are completely tone-deaf to what’s actually happening on the ground. The constant refrain of “sell more, call more” doesn’t reflect the reality that many of our installs aren’t even being completed due to ongoing strikes. Yet, despite this, leadership has the audacity to send out emails about incentives based on fiber installs—an impossible target right now. Who is running this organization?
On top of that, the pay structure just doesn’t add up. I’m sure someone will mention the need to “clear fraud,” but for those of us who’ve only been here a short time, like me—just one year—we haven’t even had the chance to do anything wrong. Meanwhile, operations still manage to pocket their annual bonuses, despite being the architects of a failing strategy. My manager recently got an email from CB saying, “JVB is the head.” Well, good for them. They’ve been treating us like pawns for as long as I’ve been here.
It’s not like we don’t have leadership trying to rally us. Our AVP has made efforts, but let’s be honest, it feels like they’re just figureheads in the larger machine. Nothing’s really changing. And the operations team? They’re not actually moving things forward. Most of them are just commuting, staying in their bubbles while we’re left to deal with the fallout.
The reality is, there’s a huge gap between the leadership’s perspective and what’s actually happening on the frontlines. The question is, how long can this continue before the disconnect starts to seriously damage morale—and the business?