What goes around, definitely comes around

Insecurity manifests itself in the worst of ways.

After almost 20 years in this business, I’m still amazed to witness so many negative forms of human nature emerge when people are insecure. Unfortunately, when you’re in the client serving business, it almost always comes from the people whom you serve.

Take one company we used to represent. It’s a big multi-national organization where 5-6 mid to senior level cronies have the exact same style and attitudes. They all completely ignored any and all requests for information that could have helped us do our job, but then slam work (and unrealistic expectations) down our throats at the last minute because it made them feel good. No questions were allowed to be asked, no push back was accepted. It didn't even matter if the client was ordering something that clearly was about to create a dire consequence. That was just a terrible relationship... good riddance to them.

Another ex client used to lob some of the nastiest verbal assaults for no reason on unsuspecting account executives. Then, when this wicked witch of the west needed something urgently because she screwed up, she was as sweet as pie. It was so transparent and sometimes we had a hard time believing that her persona didn't get her fired (actually, it ultimately did).

So, these stories sound like sour grapes, right? Maybe they do. But, my rationale for posting them is more about why it happens and what these professionals just don't seem to comprehend (versus bitching and moaning).

There is no doubt that much of this "bad boy" behavior is derived from living in abusive corporate cultures (kind of like how the children of abused parents grow up to do the same). Do I feel sorry for them? Not a chance because everyone learns (at age 4 or 5) that treating others the way they'd like to be treated is a basic morale in life.

Even if they don't have an ounce of decency in them, the most absurd part is that most of these professionals understand the average job tenure in our industry is (something like) 22 months. That means chances are they will be looking for new jobs throughout their career in an industry where they have burned many bridges. And, it is a small, small world in which a person's reputation definitely precedes him/her into almost any interview or new job situation.

Take my advice. What goes around definitely comes around...

Comments

[CapComm]

Great post, Ed. Two comments. One--corporate America views vendors as indentured servants. Once when an agency we worked with had gone above and beyond and met many unrealistic deadlines, I suggested sending them a small gift, i.e. Harry and David gift basket-ish. My boss's reply? "You realize we send them a check every month." I was floored. Part of building a relationship with a vendor is showing that you respect them.

Second, it might be worthwhile to have the intrepid Steve Cody address the flip side of your post on his blog. It's very easy to damage one's reputation with boorish behavior--I know because I've done it myself, to my regret. But it's amazing how far timely "acts of contrition" can go toward showing that you are an adult willing to assume responsibility and mend the relationship, and thus repair your reputation.

[ed]

Thanks for the comments. I've sent your post to Steve...to see if he wants to take a crack at it.

[Steve]

Speaking as the customer for vendor (though not PR) services, for me, the biggest problem is when vendors overpromise, underdeliver, and then refuse to take financial responsibility.

I have several times had vendors fail to create or deliver product by a date they committed to. When this has happened, it's typically cost my company several hundred dollars at a time, for expedited delivery or in terms of too-late receiving inventory we no longer need (because the deadline was missed).

You would think that when a vendor simply messed up--it's unequivocably their fault; no act of god, no failure by a subcontractor, no ambiguity in the date required, etc.--they'd pay the costs they themselves create, right? Wrong. It's always a fight to get any compensation out of them, and often I have to simply eat the expense because its not worth the ends I'd have to go to recover.

So building on something another poster wrote: adults, especially those who consider themselves professionals, should take responsibility for their own actions. "You break it, you bought it," should apply to more than browing in stores.