Good riddance

#love

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

There was one time when I started in a new job, I met all my direct reports across the different accounts I will lead. There was one account that was interestingly odd.

During my meet & greet with the Senior Operations Manager of this account..

Me: “Hi, I’m Patrick. I’m glad to meet you”

SOM: “Hi, I’m resigning. I already gave my resignation to my boss, the one before you”

Me: “What’s your name and can you give me an overview of the account’s performance?”

SOM: “Everything is perfect. My NPS is great, my clients love me and my Team loves me.”

Me: “What’s your name?”

SOM: “You can talk to my Ops Manager and Client Services Mgr. I trained them both. They’ll tell you about the account’s great performance.”

Me: “What’s your name please?”

SOM: “By the way, I am filing a terminal leave so it’s my last day today.”

Me: “What’s your name?”

SOM: “I have a client call and I want to smoke first before my call” (left to smoke)

*During the SOM’s employment clearance, I told him to get his clearance approved by “his boss, the one before me” coz I do not know his name.

I met with his direct reports — Ops Mgr & Client Services Mgr —who both have the same attitude. I conducted a skip level with their Associate Managers, Group Leaders and Team Leaders plus the Support leaders of this account and they all believe they are great and amazing.

So, I checked their performance metrics… In the last 2 years, they have moved the client’s NPS from -20 to -17!

I decided to hold office in this account while managing my other accounts and other Sitewide responsibilities. In the next 6 months that followed, it was good riddance that 20+ of these leaders left for various reasons and they can’t adopt to my collaborative & AX-CX (Associate Experience & Customer Experience) leadership style.

My new set of leaders led the account with a lot of Love for Associate and Customer Experience, moved the NPS from -17 when we inherited the account… to 33 NPS after a year when the old regime left. My Team then increased it to 66 NPS on our 2nd year.

*About the photo

During my visit to Osaka Castle Japan last January 2015, I met this amazing man. His grandson who was with him told me that their ancestors used to protect the castle. In his story, he said some get expelled from the castle and the usual suspects are castle guards or officials bribed by the enemy. These traitors are removed from the castle and punished accordingly.