Podcast: Two Scenarios - Poor Management and Infrastructure

This week, two different scenarios occurred within two very different companies. One involved a hospital providing health services to a patient within a major healthcare system, the other involved a store branch providing cell and tv services within one of the largest communication companies.

In this episode I want to provide two differing situations, what they have in common involving poor infrastructure and management, then ideas for resolution. In the end, I have an important question for you.

A couple of weeks ago, I had the privilege to assist my inlaws with their current TV and Cellphone plans. The TV was under the father-in-law’s name on one account, while the cellphones and Ipads under the mother-in-law’s name on a separate account. However, each service fell under one company.

Meeting at a local store branch, we were walk-ins so expected to have to wait. This branch store was chosen due to I having a better experience with in the past. I was there primarily as a liaison, due to having a better understanding of the technology, services offered, and prior experience dealing with this network. Or as my mother-in-law would say, I am their spokesperson. I wanted to find a better price for them while combining the accounts, as I know bundling is an incentive with these companies, which in return reduces the cost. In fairness, their coverage is stable for our area, but working with the services they offered, compared to those expected charges can be difficult.

After four-plus hours of waiting and working with them, it was decided to discontinue the father-in-law’s TV account and open a TV with internet service account onto the mother in laws account. This would provide the bundle discount, allowing one bill for all. This also allowed my inlaws to drop the separate existing internet service, acquiring one with their TV and Cell services. In all, they were combining TV, Cell, and Internet services under one account while saving 100 dollars a month. additionally, a provided new Ipad, which was needed.

This was agreed upon, a date set for the disconnect of the current TV, while a prior date was set for the new installation so no services would be lost during migration. This was a complicated process to set up, and during this time the girl we worked with, pulled in her manager and support to ensure a) everything discussed was accurate and b) the paperwork and process would flow easily for us.

However, as the time came for this migration, it all fell apart and two days before, I found myself discussing with our initial contact at the store branch, then another contact at the main company. More on that in a minute.

Working in the healthcare system, I am fully aware of the desperate shortage the medical staff is experiencing. This encompasses both those in the front line supporting the patients, as well as those in the backline providing stability for the infrastructure.

Fortunately, not the company I work for, but I fear this same scenario is occurring. A patient having a procedure is in the hospital, that is currently understaffed. The husband could not help but notice the effects within the building, as tidiness within its halls was less than par, and common tasks, such as changing bed sheets, cleaning rooms daily were lacking. This was noticed but not commented on, due to the stress and worry for the wife.

However, the attitude of the nurse was the last straw. The nurse did not provide his wife with her meal, stating she was NPO, meaning nothing by mouth. This is done often prior to surgeries. The wife tried to explain to the nurse she had breakfast, and her surgery was done the day prior. Rather than professionally rechecking the chart to ensure this is accurate, the nurse proceeded to argue with her patient on this matter. The husband stepped in and conveyed his wife knew what she was talking about.

Per the wife’s request, the husband was going to step away before becoming upset. However, prior to leaving the nurse commented negatively toward the husband, and that was the last straw. Now he refused to leave the room demanding to see her supervisor, conveying to the nurse he has hired and fired people the last 35 years in the workforce, and your actions at a minimum deserve a write-up.

To de-escalate the situation, one would think an apology was forthcoming, but no. The nurse response was simply, this hospital needs nurses, and nothing will be done to me. More on this in a minute.

So how did the migration to combine all the services to include tv, internet, and cell coverage fall apart?

It was found the order for implementation did not go completely through and was never ordered. When they tried to remedy it, additional deposits were expected but unknown during our initial visit. The internet service that was to be added was a 3rd party being used by the company and refused to provide their service with what was originally offered. In the end, internal communication, poor knowledge by management and lacking infrastructure caused stress, loss of time and energy to the customer, and disappointment.

We can see in each of these scenarios, one person attempting to provide the best service with the resources she has, while the second person, the nurse, not attempting to provide the best service.

While the nurse took advantage of the facility’s poor management, the other tried but failed due to their poor management’s direction. At the end of the day, it is the responsibility of management to ensure what they are providing is stable for their employees.

In both scenarios, we find a lack of proper management, unstable infrastructure in place, and a loss of valuable resources. While this is bad enough, the true cost falls upon their customers. One was disappointed the outcome was not as conveyed and the other mistreatment. Both experiencing additional unnecessary stress.

Rahaul Gandhi once said, “A rising tide doesn’t raise people who don’t have a boat. We have to build the boat for them. We have to give them the basic infrastructure to rise with the tide.”

Peter Drucker once said, “Management is doing things right, leadership is doing the right things.”

It takes good management to build the necessary infrastructure, but all of us can be leaders. I plan to follow up with corporate leadership involving the telecommunication company. The follow-up is not to complain or argue the shortcomings.

My mother-in-law couldn’t understand why I wasn’t mad, frustrated, expecting me to tell that girl at the branch store she messed up. The reason is simple. The breakdown was not her doing. She did everything correctly. The issue is from the top down.

I, like the girl, provide support in my own job and remain in the front lines dealing with many people, providing the resources I can to build others up.

So the follow-up will be a detailed letter to point out the issues that occurred, while also providing suggestions for improvement. I have always felt, before you approach a problem, consider the solutions first, then provide both.

If you enjoyed this episode, be sure to subscribe. You can always find me online by using #infobymattcole. I want to hear from you. Have you experienced something similar? If so, what did you do to make the situation better?