Here’s the winning entry for our winter contest!
The Boss
by Jack Kassabian
If the classic definition of a successful manager is having people work to the best of their ability, then, as far as Ryan is concerned, Walt is a winner. In fact, Ryan attributes his regularly hitting quotas and making bonuses to Walt’s management style.
When he thought back to when starting ten years ago, Ryan fondly remembered Walt’s attitude. “Ryan, I want you involved in more than just selling. On the front line with customers, you’ll have input with product development, packaging design, advertising, and quality assurance.”
Reacting with surprise and excitement, Ryan couldn’t help showing a wide grin. Years of field experience had now earned him access to all phases of company operations. And why not? They were his products as well as anyone’s. And who knew more about customer wants and expectations?
“Walt, thank you,” he replied. “I’ll make sure you’re not disappointed.”
The fact that he was hired when over fifty years of age, which meant ten years older than Walt, was another thing Ryan liked about his boss. Walt wasn’t afraid to give a mature person a chance. This common sense approach meant Walt was managing in a way Ryan believed he would if given the opportunity.
Both men were unmarried and childless; Ryan divorced, and Walt widowed. This bit of fate meant personal time for each could be, and was, easily given up.
Their company, Ararat Mining, produced and marketed packaged melting products. Rock salt, salt blends, and calcium chloride were all featured. Hardware chains and industrial supply accounts were major customers, with sales and shipments only in full tractor trailer amounts. Yes, having snowy winter weather helped sales, but being ready was just as important. Success meant having a large customer base wanting their products and trusting they’d be ready to ship when needed.
At a recent company meeting, Walt requested Ryan to stand. Although not a manager, Ryan was often asked to motivate the rest of the sales team. “Ryan, how about sharing a few words? Tell us what it takes to consistently make quota.”
After standing, Ryan began. “Look, being a success isn’t difficult. Because we’re expected to handle orders just before, or during, bad weather, customers have to believe we can be reached to help. That means you must handle calls quickly. Even in the off season. And why not? Compared to the old days, it’s easy with cell phones. When you get messages, consider them a test. The faster you get back to resolve issues, the better. In all cases, make sure customers believe you’ll respond faster than a competitor might. To cut it short, customers and prospects have to buy from someone, so it might as well be you. Be the one they believe has earned the business.”
“And Ryan,” Walt added, “also address handling complaints.”
Unfortunately, that request wasn’t a surprise. Although Ararat Mining had a history of good quality, problems were growing in record numbers. Limited capitol reinvestment from the divorcing owner was behind the decline. In fact, quality control and research and development were no longer even in the budget. The divorce had become a nuisance to more than just the owner, and it put increased stress on everyone. Selling and hitting targets while also handling issues with broken bags and pallets, and to say nothing of missed shipments, was taking a toll. The stress on Ryan had never been greater. So what if, according to the owner, his wife had been repeatedly unfaithful? Why should that put Ryan on the verge of a breakdown? But knowing the cause didn’t help. Ryan began losing sleep and drinking more than usual.
Ryan wasn’t going to express those issues at the meeting, and followed Walt’s request with, “Sure. Look, complaints about bags, pallets, and late deliveries, or whatever are more than a challenge. Consider them an opportunity. Anyone in the industry can take an order, but it’s how you handle customer problems that counts. Follow up quickly to offer credits and do what it takes. Make sure they know you care and they’re not alone. Don’t forget, when something goes wrong, they’re under pressure too.”
Walt looked pleased. While watching Ryan retake his seat, he said, “Thank you. We know it’s a difficult time, and you’re doing incredible work.” He then addressed the group. “So, at least for the time being, I’ve decided to reorganize. To give each of you more time to just sell, I’m putting all complaint work on one person. They’re going to the one who, no matter how difficult, knows what it takes to keep customers happy.” He looked at Ryan again. “Ryan, without question, it’s for you. I’ll take your sales area, and from now on you’ll only face quality challenges. No, I mean, as you just put it so well, opportunities!”
Although he retained his composure, Ryan was stunned. Work all day on those awful complaints? How dreadful. But it didn’t sound like he had a choice. What could he say? He just returned his boss’s look with a forced grin and slow head nod.
*
The new position was worse than he had expected. Working all day, every day, investigating mishaps, writing up problem summaries, and negotiating settlements added more stress than anyone could handle. And Ryan’s need to be thorough also meant traveling to large national account buyers. He decided it best to personally explain the issues and present solutions, but the reactions weren’t always as hoped. The purchasing agent for Ararat Mining’s largest customer, representing over twenty percent of their total business, put it best: “Look Ryan, after all these years, I’m not sure what’s with you guys, but I can’t have it. Get back to the way it was, or I’ll get another company that will.”
After months of this frustration, Ryan understood his passion for work had become a problem . If not as dedicated, he might have been able to survive, but his need for perfection became his undoing. Yes, of course, he still cared, but there was no end to the mess. However, even though he recognized the futility, his tortured mind couldn’t turn from work. Nothing else mattered.
It was after another fretful, sleepless, and hard drinking weekend, that he reached the end. Monday would start another week of misery on issues beyond his control. Why bother? What’s the point of even getting out of bed?
Recognizing that he needed help, Ryan wondered about consulting a psychiatrist. It would be someone nonjudgmental, but why? What did those so called head doctors know about business anyway? Besides, it would cost plenty, and my health insurance doesn’t provide the coverage. Yes, his trouble was due to the job he loved, but possibly his boss didn’t understand that the task was so unworkable?
Believing his mental health at stake, Ryan decided to send a doctor’s letter. Not from a real, expensive one, of course, but just something he’d write. I’ll make it clear I’m in over my head and need help. But to show I’m not insubordinate, and that I still care, I’ll make it funny. I’ll show we need change while also keeping it light. Laughing as he wrote, he composed the following letter:
To Whom It May Concern:
This letter concerns the mental health of one of your employees, Ryan, a patient in my care. Ryan has explained that he is working under severe job related stress issues and expects the situation to only get worse. With his mental health in mind, I feel I must offer the professional opinion that working your employees in this fashion can have dire consequences.
Please be advised that, without question, individuals working under such pressure can succumb in the following ways:
- Appear nude at inappropriate times. Although for Ryan this act seems highly unlikely. I was surprised when told that when going into the bathroom for his morning shower, he takes all his clothes in, and doesn’t leave until fully dressed. (As a side note, this revelation alone will keep him in analysis for at least ten more years. Besides, I also understand he doesn’t even own a short sleeve shirt.)
- Will start babbling uncontrollably and insist on being left alone. Also unlikely as this individual is not verbally oriented. In fact, if he doesn’t start opening up during our sessions, I’ll insist they be conducted using sign language.
- Sending phony letters from doctors because he’s looking for sympathy. A particularly insidious act for people with no hope. This desperate deed violates all propriety and if attempted should be reported at once to your local AMA board.
I’m not trying to violate doctor/patient confidentiality here, but want you to be aware of the potential consequences of this situation.
Sincerely,
Joe Doaks, Psychiatrist
After re-reading what he had written, he couldn’t wait to send the letter. Maybe Walt will think I’ve cracked just for sending something so ridiculous? Anyway, what could go wrong? Surely it’ll be seen as comical and not real. To provide more authenticity, Ryan decided that after sending it, he would not bring it up unless asked.
*
Although not referencing receipt of the phony doctor’s letter, Walt stopped forwarding Ryan more of the horrible complaints. Ryan knew it wasn’t because things had gotten better. The owners divorce was now final, with large alimony payments causing more damage than ever. Without capital for repairs, the machinery was barely running. Walt, Ryan decided, must be handling the new issues all by himself. The poor guy.
After a month during which he believed Walt was suffering, Ryan’s conscience led him to his boss’s office. How could he let this go on? Possibly he and Walt could sit down and divide the new work between them?
At Walt’s office, Ryan spoke to Dora, his secretary, asking how Walt was. “He and I haven’t talked in awhile,” Ryan explained.
“Not well, I’m afraid. He’s under such pressure.”
With his guilt now raging, Ryan asked, “Do you know if he got a letter from a doctor? About a month ago? One involving me?”
“There was something, yes. And it was right after that that he asked me to stop forwarding you complaints. Are you all right?”
So he got the letter and didn’t say anything. Well, anyway, I hope he at least got a good laugh. Answering Dora, he said, “Yes, now I’m fine. But poor Walt has to be in agony.”
“You know lately there has been a difference. For weeks afterward he seemed okay, but now he just hides in his office. I mean all the time. And when I ask through the door if he’s all right, all I hear is babbling.
Uh, oh. To Ryan, this was sounding familiar. “He’s been hiding and babbling?”
Before she could answer, Ryan noticed a note, actually a letter, that had been pushed from under Walt’s door. Whether it was because his boss had heard his voice, or just a coincidence, Ryan didn’t know. After picking up the letter, but before handing to Dora, he read:
To Whom It May Concern:
This letter concerns the mental health of one of your employees, Matt, a patient in my care. Matt has explained that he is working under severe job related stress issues and expects the situation to only get worse. With his mental health in mind, I feel I must offer the professional opinion that working your employees in this fashion can have dire consequences.
Please be advised that, without question, individuals working under such pressure can succumb in the following ways:
- Appear nude at inappropriate times.
- Will start babbling uncontrollably and insist on being left alone.
- Sending phony letters from a doctor because he is looking for sympathy.
I’m not trying to violate doctor/patient confidentiality here, but I want you to be aware of the potential consequences of this situation.
Sincerely,
Joe Doaks, Psychiatrist
Except for the name change, it was practically the same psychiatrist letter Ryan had sent. How crazy. Matt must believe the letter to be authentic. He actually believed it! And under such stress, the poor guy has succumbed to the ridiculous points highlighted by the made up doctor. Incredibly, he’s babbling while closed up in his office, and he had re-written the phony doctor letter. My God, that also means he’s in there completely undressed.
While thinking of this wild turn of events, Ryan noticed an attractive woman enter the office. It was the owner’s now ex-wife. She looked at Dora. “Honey, do you have my alimony check? I’m off to the club for a champagne brunch with friends.”
That their lives had become a living hell might not be all her fault, but, still, to Ryan, she seemed so aloof and happy. Besides, whether or not she knew or understood, she was part of what would likely cause the demise of the company. But for now, who or what could help poor Walt?
Before Dora could reply, Ryan offered his arm to escort the owner’s ex-wife to the door of Walt’s office. “I think you should go in and discuss it with the boss”
She gave Ryan a smile as she opened Walt’s door, entered the room, and shut it behind her. From outside, Ryan heard her giggle. “Why Walt, I had no idea!”
Ryan left quickly. Later he learned from Dora the ex-wife must have been late for her brunch. “You know, Ryan,” Dora said, “she was in there for a good forty-five minutes!”
The news made Ryan smile. Good for him and them both. Who better to help poor Walt discover what must be the best way to overcome stress?
#
