At least @zatlyn had the good sense not to re-post this tone-deaf, self-justifying screed
Given @eastdakota apparently believes @Cloudflare deserves our admiration for its ability to "fire perfectly" we look forward to reading his team's upcoming whitepaper on the topic
Amazing
We fired ~40 sales people out of over 1,500 in our go to market org. That鈥檚 a normal quarter. When we鈥檙e doing performance management right, we can often tell within 3 months or less of a sales hire, even during the holidays, whether they鈥檙e going to be successful or not. Sadly, we don鈥檛 hire perfectly. We try to fire perfectly. In this case, clearly we were far from perfect. The video is painful for me to watch. Managers should always be involved. HR should be involved, but it shouldn鈥檛 be outsourced to them, No employee should ever actually be surprised they weren鈥檛 performing. We don鈥檛 always get it right. And sometimes under performing employees don鈥檛 actually listen to the feedback they鈥檝e gotten before we let them go. Importantly, just because we fire someone doesn鈥檛 mean they鈥檙e a bad employee. It doesn鈥檛 mean won鈥檛 be really, really great somewhere else. Chris Paul was a bad fit for the Suns, but he鈥檚 undoubtedly a great basketball player. And, in fact, we think the right thing to do is get people we know are unlikely to succeed off the team as quickly as possible so they can find the right place for them. We definitely weren鈥檛 anywhere close to perfect in this case. But any healthy org needs to get the people who aren鈥檛 performing off. That wasn鈥檛 the mistake here. The mistake was not being more kind and humane as we did. And that鈥檚 something @zatlyn and I are focused on improving going forward.
Adding to the difficulty: @ThreeUK offers no way for consumers to group accounts together for management
...so I had to authenticate three different times today for my one hour journey back into the various apartments that make up my own personal customer experience hell
5/5
After informing me they didn't need the return of my broadband equipment, then attempting to charge me, finally sending a proper return kit which I then used to return it, @ThreeUK can't seem to decide whether I've returned it despite having giving them the tracking number
4/5
Another contract that I had called in to cancel months ago had not in fact been cancelled -- and before I could ask to cancel @ThreeUK demanded I pay first
Supposedly that one is now cancelled as of today
The third contract is cancelled in theory but is in a strange limbo
3/5
In today's episode, I meet three new call centre employees over the one hour I spent trying to fully close out my last two contracts
On the bright side, it does appear that one of the contracts did in fact get cancelled by @ThreeUKSupport when I first called
2/5
It's taken over 2 years so far for me to correct the terrible mistake I made when I become a @ThreeUK customer
...but then I think of all the nice people I would never have otherwise met in their India call centres over many hours of time spent in resolving that mistake
1/5