Conversations Archives - MY EXPERIENCE | MY EXPERTISE
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Category: Conversations

  • | deserving

    | deserving

    Do we really think we deserve more than what we receive in exchange for our efforts? Are we overvaluing our work even if it is what is expected?

    “I just want to understand what I did to get this raise so I could correct it,” Janice said. She was having a virtual meeting with Jim trying to get a sense of the small raise and bonus she received in December.

    “Why are you asking?” Jim probed. He was at home that day same with Janice. They had been working from home since the pandemic started.

    “I want to know because I know I did everything I was told to do and I should be getting more than this.” Janice replied.

    “What other things have you done to make you think you should be getting more?” Jim asked.

    “I did what I was told. I do not make mistakes. Why would others get more than I did?” Janice said. While she tried to control the tone of her voice, there is a slight irritation in her from Jim’s repeated questioning. She is not getting the answer she wanted.

    “Did you ask how much others get?” Jim asked. Although he knew it would happen and believes nothing is wrong with that, which is still, up to this point, asking for someone’s compensation is not a welcomed idea, he still probed so he could better give an appropriate response. He did not want Janice to escalate to HR if it comes to that.

    “Well, at first, I was happy with my increase. But then, I thought of asking and learned that in comparison, I was the one who received the lowest increase. Those who made a lot of mistakes and did not complete their tasks got more. Way more than what I got.” Janice responded.

    To this, Jim slightly got irritated. She had been comparing her performance with others and had always been spotting their errors. While that was good to make the team better, she did not do anything to help them correct their ways. Her actions were meant to call out the errors and it ends there. They talked about this before but nothing changed.

    Jim took a long breath and slowly exhaled before responding.

    “Janice, I am going to tell you the truth about business. And from this point on, I will impart something to you so please listen.” Jim waited for Janice to respond yes before continuing.

    “First, we all should be grateful for what we received. No matter how much it is. Others did not get anything and they are okay with it. They look at the good side of it that they still have their jobs.”

    “It is not that…” Janice started.

    “Listen.” Jim cut her off. “Just listen for now.”

    Jim stayed silent for a few seconds. They had their cameras off so they can not see each other’s facial expressions. A wall built by working remotely.

    He continued,”Be grateful. That’s one.”

    “Second, do not compare yourself to others, ever. They have their own lives. You have your own. I bet that if you get a higher increase than them, you will still ask around.”

    “No. It is not…”Janice started again but Jim interrupted her.

    “Janice. Listen. This is the third time I said it. I am trying to impart to you something but you are not listening.”

    Janice shut up. She just stayed silent. Jim had no way of knowing if she was really intended on listening this time but he pushed on.

    “The company has a total budget allocated for any annual increase in compensation and bonuses. It is then distributed according to the performance and value each of us brings to the company. Now, when you said you are doing what you are told, that is the bare minimum. That is expected from you. If you did not do that, you would not get anything.”

    Janice kept silent this time.

    “You have to start looking forward. What do you need to do to get more? Is that even your priority? How will that affect your desire to start a family? Is it all about money or is it about helping others achieve their own goals?

    “Because, Janice, if you are trying to aim to get more money just for the sake of it so you can buy what you want to buy, then you are aiming for the wrong things. Money helps us achieve what we want to achieve. It is a tool. It is not the goal.

    “Do not go after it. Focus on what you want to do. And the money will eventually come. Not today. Not tomorrow. But eventually, it will.”

    Jin stopped and waited for Janice to respond.

    “Thank you, Jim. I still am not clear but I’ll try to remember what you said. Maybe I will understand it someday.”

    “Alright. I have to drop off now for another call. Ping me if you want to talk some more.”

    “Will do. Thanks again.” Then, they both disconnected.


    A few days had passed. Weeks, months, and years. Jim had never gotten a chance to talk to Janice again. Janice moved to a different account. Jim moved to a different company. They lost touch. What happened after that conversation, no one knows.

    But Jim remembers that conversation well. He thought if he gave the right advice. Was telling her to be grateful and just wait the right move? Or was it something he just said to shut her up and stop complaining about what she got? Isn’t it about getting what she deserves for the work she has done? Wasn’t that the essence of working?

    Maybe he thought of giving that advice because he himself never asked for anything. He just focused on the work that was required. He was thankful for all that was given to him – the recognition, the bonuses, the awards, the promotion. He was told that he deserved it. But then again, aiming for it was never his playbook.

    Whatever comes his way is a byproduct of the work he has done.

    Deserving is just another word for entitlement.

  • | staying

    | staying

    Have you asked yourself if you can do everyday what you are doing now for the next five or ten years?

    Can I pull you into this call? I need details. That was the message on this screen. He read it but did not respond.

    “What we could do is get the data ready, prepare our analysis, then talk to Bryan before we send it to the client,” Mark said over the phone. Jim and he are discussing what to do next after the client call they just had.

    Jim did not respond for a few seconds. He was trying to calm his self as he got irritated with the message.

    “We could probably talk about the impact of the system issues we had as that really killed us.” Mark continued.

    I can’t keep doing this. Jim thought. This is just work. I don’t want to keep doing this.

    Jim has been in his line of work for almost 20 years and since he started, it has been a never-ending battle of explaining what happened and if the client is not satisfied, everything goes haywire. He enjoyed it at the start when the data tells the story but now in his 40s, he felt tired from the constant barrage of people asking questions left and right.

    “Did we report that we have a system outage that day because if not it will blow back to our faces for not following the process?” Jim asked Mark while closing the message he received and ignoring the rest of the unread messages.

    “I can check that with Steve. But that is our best bet. Unless you want to tell that people were not doing their jobs, then I think this is the best we could do.” Mark said.

    Two days after Christmas, the calls poured in. Everyone was at work but they still failed to answer all calls that got the attention of the client for not servicing their customers. The industry Jim was in a customer contact center in which they provide people for their clients to support their client’s customers. He had been in this industry for far too long.

    And he is getting tired of it.

    “There must be something else. Keep those in your back pocket and support them with data. Look deeper on what happened. Check when the calls arrive and how much we are receiving almost simultaneously. We can not support all of the customers if all of them call at the same second.” Jim said.

    You there? The message that popped up on Jim’s screen.

    I am with Rasheed and Arvind now. We need to discuss financials. Can you join? The rest of the message said. Jim read and continued to ignore it.

    “Oh right. I’ll look into that. How about the length of each call? That would have all of our agents occupied and would not be able to take the calls.”, Mark asked.

    “Yes. We can get that too. Compare to what we had planned for and what was the actual to see the variance then what caused that.”, Jim replied as he closed the message.

    It was about 5 minutes to the end of his shift. Well, to the end of his 12-hour shift that day. He had to start early as he was called to get an analysis out that was needed before the start of the day. Now, reading the messages, he was still needed after almost half of the day.

    “Alright. Anything else?” Mark asked.

    “Anything you see that we need Operations to know, get it and let’s show it at Monday’s Management Meeting. Let’s discuss there our next course of action.” Jim said. It is Friday. Jim just wanted the week over.

    “Alright. I’ll get to it.” Mark replied. They both said goodbye and agreed to talk early Monday for the analysis.

    Jim’s phone lit up. A message notification popped up. He always has it on silent for messages and only calls were set up for sound alerts. He picked up his phone from the table and opened the message. His notifications only show the app and the sender. He turned off the message previews too. That way, no one will accidentally read the message.

    You have been doing this for almost 20 years. Can you still do it in the next five years? Can you still deal with the long hours and daily stress? The message said. It was from a colleague he respects from whom he would always ask and get some advice.

    Jim typed his response. Could it be I am just tired now and feeling irritated because of incessant inquiries from different people? He sent it.

    A couple of seconds later, his friend responded. Bro, you’ve been saying this for the past two years. You even quit from your previous company just a year ago because of long hours. You’ve been feeling this way for long.

    He is right. Jim thought. He had been in a higher position before and he did not like the toll it gave him. The high demand, the high stress, the long hours. He did not like it. To him, it is like living to work instead of working to live.

    You’re right. Thanks. Really helpful to talk to you. Jim responded.

    Just think and assess. It is not about wondering if you are fit. It is reassessing your life. What do you really want to do that you do not feel forced to do? His friend responded.

    Jim thanked again his friend. He closed his laptop and stood up to get out of the house to have a smoke.

    He lit up a stick in the garage. Blew out smoke and now devising a plan in his head.

    His mind wandered and thought about his journey from the time he was a customer service representative to now being one of those who run the business. It was simple back then compared to now. Of course the money was way lower than what he has now in his position which is his primary driving force.

    But, now that he is almost at the top, he keeps on contemplating if he can continue doing this.

    How would I tell her that I am moving on to do other things?

  • | expectations

    | expectations

    What if your actual work is not what you expected when you were hired?

    Jim is wearing his usual white polo shirt tucked with his blue jeans pants. This is what he always wears in the office. He was following what Steve Jobs and Mark Zuckerberg do for their clothes. The minimal decisions on small things to make every day, the more he has time to think about important things.

    The supervisor who reports to him is about six months into the team. He is not new. He had worked with him before in their previous company and he knows he could trust him to do the job. He has proven over and over again that he can deliver so to him, there is no doubt in his mind that he would take care of their deliverables while he was gone.

    Jim took a week-long vacation to celebrate his birthday with his family. During this time, he had disconnected from any means of communication at work. He keeps a strict rule on this. Whenever he is on vacation, during the weekend, or already out of his shift, he totally disconnects. He doesn’t have a work email or messaging app on his phone and he keeps his phone for personal use. Anyway, if something is really urgent, they can call him.

    The week he got back from vacation, Jim talked to his boss to get updates. Nothing unusual, she said. I was able to get what I need from the team, she said. Just a few follow-throughs we need to complete this week, she said.

    Good, I thought. Then there is no need to backtrack and we continue moving forward.

    Jim and his boss start about 3 hours before the rest of their team starts. The business provides customer service 24 hours a day so the schedule of the entire team is spread out throughout the day.

    A little past 8 in the morning when Jim sent a message to his supervisor:

    Hey. Good morning. Ping me when you are here and let’s talk. Just give me updates.

    His supervisor replied, I am here. We can talk in about 30 minutes. That works?

    Alright. Just come here in the room, Jim replied.

    Ok. His supervisor replied. Jim stood up to get coffee from the pantry which by this time would be empty as people are starting to log on to their desks.

    When Jim got back he was surprised to see his supervisor by the door waiting for him.

    “Mark, how are you? You seem 15 minutes early.”, Jim said while approaching Mark and motioning him to get inside the room.

    “I have nothing yet to do so I decided to come here since I know you’ve been here and have free time now.”, Mark said while pulling out the chair in front of Mark’s table to sit down.

    Jim went to his seat at the other side of the table and settled his silver coffee mug down on the table while grabbing the chair to sit down.

    “How are things? Any issues while I was out? Anything urgent on our plate this week?” Jim asked as he sat and swiveled a little bit on his chair.

    “No issues. Nothing urgent for this week. Our usual client meetings. I was able to provide Sam with what she asked for last week. I worked from 5 to 5 so I could cover the team as she kept reaching out to me.”, Mark said.

    “Why? That’s long. Where was Steve?”. Steve is one of Jim’s supervisors who is mainly responsible for the later hours as Mark covers the early part of the day.

    “He was in. But Sam always reached out to me which surprised me as her questions were Steve’s scope.”

    “Ok. And what happened?”

    “I was able to give to her just like what I said.”

    Jim sensed something else was bothering Mark.

    “Ok. Which to me is good except the long hours. What is bothering you?” Jim asked.

    Mark took a deep breath before saying, “This is not what I had signed up for.”

    Jim didn’t want to jump to conclusions so he asked Mark what did he mean by it.

    “You know with everything that had happened with my transfer, to my role, to my salary, and last week, it was like more was being expected from me. I feel like my compensation is not enough for the work I am doing.”, Mark responded calmly.

    Mark was having issues with his compensation, role, and level. He joined the company under a different department and has been there for eight months before he moved to Jim’s department with the expectation that he would get promoted and of course, better compensation. Six months into their department, that has not happened yet because of processes that were missed and he is suffering because of it.

    “What happened? Why are you feeling this way now?” Jim asked. They discussed his situation before and he is scheduled to be promoted in three months. Jim now is wondering what caused him to get all these concerns back.

    “When you were out, it felt like everything is my responsibility even if it is not my scope. That I did not expect. It is like I was supposed to deliver things when in fact, you got Steve to do that. That made me think again about my role and compensation which until now, I have not gotten. I feel it is just unfair.” Mark explained.

    “What else?”, Jim asked to see if there is anything else.

    “I am tempted to entertain the offers I am getting outside. Same work I am doing. Higher compensation than what I have. But I do not want to leave. I like it here. I like working with you. It is just that last week, it hit me with all the things Sam kept asking of me. This is not what I signed up for. Why am I even here?”

    “Okay.”, Jim started. “There are two ways how to see what is happening to you. One, it is unfair for you to do the work without being compensated enough. That we are working out already and because of how large our company is, there are processes that we must strictly adhere to. You know in that aspect, I do not have enough influence.”

    Mark nodded as this he understood clearly and they both talked about it were before.

    “Second”, Jim continued, “is to view what happened as what to expect in two or three years. What you experienced last week is a taste of how is it like to have a higher position. It is very noisy. It is very stressful. It is a level that will require most of your time. It is a level that will drain your brain power. It is where you work almost nonstop.”

    “That is my world.”, Jim added while leaning back for a bit on his chair. “It is much noisier on Sam’s level which you know I had been and I do not want that for me as I do not get to do other things I want.”

    “Now, if you look at it from that perspective, ask yourself, is this what I want to do for five or ten years? Because if it is, then whatever your situation now, will get rewarded in the future. And if not, and that is fine, at least you know what could happen in the future if you decide to move further up. Settling where you are now is okay in terms of what you do. But do not expect big rewards.” Jim finished while looking at Mark’s eyes. He picked up his mug and sipped his coffee.

    “Yeah. I think everything just weighed down on me and brought back my issue because of the incessant questions from Sam. Is she really like that? I don’t get that much time with here except last week when you were out.” Mark replied while rocking back and forth on his chair.

    “She moves fast because she had a lot of things to complete and she trust us to get our own department in order so she doesn’t need to think about it which is what we have been doing.” Jim answered with a tinge of pride.

    “I think I just got overwhelmed. But don’t worry Jim, I will still do what you except me to do. That I can promise you. I’ll wait and hope that my status will finally be fixed in the next three months.”, Mark said with a little bit of conviction.

    “Good to hear.” Jim stood up. “I know you keep to your commitments and promises. That is why I want you in the team.” Jim slowly walked towards the door and opened it.

    “Just remember what you experienced and decide if that, along with the possibility of more money and more stress, is something you can do for five years.” Jim said while Mark was standing up and walked towards the door.

    “I can’t say now but yes. That is something for me to think of. Thanks Jim.”