I was on the phone for a half hour. I talked to him the majority of my non-hold time. I was sent to him when I asked for a supervisor. But he was following the same script as the girl before him. So I asked if he was a supervisor. He admitted he wasn’t. My adrenaline surged.
But I softened. I had been there. In my varied job experience was a short stint as an incoming call rep to handle complaints. I felt broken for this man. He couldn’t be making much. His job was little more than a robotic script reader. I told him how I felt for him - how I hope he is working to use his creativity and get out of there because I know it is a hellish existence. His voice sounded different when he replied though he still read the script. I hope he really heard me. I hope his heart heard me.
And now, I feel rage. At the people at the top. To Business Owners is completely intentional. Because it is you who I want to talk to. It is you who rule. Who dictate. I can’t accept that you’re okay with horrible, shady, dehumanizing practices. Surely, this would never be acceptable if you were treated this way.
And you don’t need a script if you’re running a good company. We all know this.
But you have your mental constructs don’t you? The ones that say “you’re different than the people below you”, “you’re smarter”, “you’re rich for a reason.” The mental constructs that justify dehumanizing others for your financial gain. It’s nauseating. I long to see the ivory towers crash. It seems they’ve begun already.
And though it takes longer, I soften towards you as well. I know that you have brokenness in you. I know that you have to be living a hellish existence as well, dehumanizing your own heart so you can justify these actions. Or these actions flow out of your dehumanized heart. I’m so very sad for you.
Please, please. Let’s stop this cycle of dehumanizing others. Customer service rep - find ways today to assert your humanity. Care for co-workers. Ask your boss how he or she is actually doing. You can be change in that culture.
And business owner - please hear me. Your life has to be exhausting and filled with sedatives to keep your demons at bay. I don’t want that for you. You know this isn’t how it’s supposed to be. Let your 5 year old self kick you in the butt for your behavior and then reroute the company. Be a hero, not a villain. It’s never too late.