Business as Usual

When John read the memo, something about it didn’t sit well with him. Senior leadership was announcing a major change to the customer support model his company had championed since its infancy 25 years ago.

The once small, mom-and-pop software outfit had organically grown to over 2,000 employees. Their customer-first culture, cloud-based offering, and sticky subscription model saw revenue climb higher year after year.

As an Account Manager, John was trained as both technical expert and steward of many client relationships. He prided himself on embodying the company’s core value of “relentlessness” in his pursuit of high-quality service. Indeed, his growing book of business proved how much that mattered to clients.

Yet this announcement hinted at a sea change. In the new support model announced by leadership, smaller clients would no longer have a dedicated support rep even as larger, higher-revenue clients continued to receive more focused attention. As the memo explained, “Many of these smaller clients cost more than they contribute to our bottom line and don’t justify our service levels. A ‘Business as usual’ approach with smaller clients will allow us to focus on the growth engine of the business.”

To John, he could see the business case for this. But what happened to being relentless in pursuit of excellent, proactive customer service? And what did this decision say about the true values of the company?

RegionAsia Pacific

Case Studies

The Integrity Hub helps organizations to grow healthy and stay healthy. With consent, we highlight real examples, keeping all details anonymous. These case studies highlight the importance of openly discussing organizational concerns. Having these discussions is a key step on the Grow Healthy Path, leading to increased resilience of your leadership team and staff and enabling the organization to perform at its full potential.

Integrity is a path.

It is the long patient quest of leaders doing the simple, right things day-in and day-out, and inspiring their organizations to do the same.