Stop the Stupid – Call Center Staffing

“Thank you for calling the Customer Support line.  We are experiencing unusually high call volumes.  Please stay on the line and a service representative will assist you soon.”  (bad hold music)

(Five minutes pass) “Your call is very important to us.  Please stay on the line…..”

No.  You’re not - experiencing unusual call volumes.  No, I’m not – important to you.  You just suck at your job.

Well, somebody in the firm sucks. Usually more than a few. Of course, the most likely underperformer is the VP of the Call Center.  But maybe not.  Like diagnosing human dysfunction, the pain doesn’t always point to the problem.  Maybe they were pressured to cut costs – which shifts the blame to the senior executive.  Maybe you can’t find staff – in which case your HR is broken in recruiting, training, compensation, etc..   Product Development, Packaging, Marketing, Channel…

The problem is, “people”.  People are behind those department names.  With “managers”. 

The fact is that you’re not very good.  And you’re telling people about it.  Why should anyone buy from you?

Stop the Stupid. 

Individual Accountability and "the General Welfare"

My long-time childhood friend Brett Wilie asked, “What is the legitimate role of government in a free society? Article 1, Section 8 of the Constitution authorizes Congress to do 21 things. As much as three-quarters of what Congress taxes us and spends our money for today is nowhere to be found on that list. To cite just a few examples, there is no constitutional authority for Congress to subsidize farms, bail out banks, or manage car companies.”

I think we can all share in Brett’s frustration.

I agree with Brett - as a matter of fact those things are not spelled out specifically. And the legitimate role of government is a good question! Lucky for us it is one the Founders answered. That is well spelled out in the Preamble... "in order to form a more perfect union, provide for the common defense, promote the general welfare and secure the blessings of liberty for ourselves and our posterity..." Section 8 re-emphasizes Congress's role as "pay debts and provide for... the general welfare." As such, farms, banks, and industry fall into the role of government described. Moreover the Constitution authorizes the creation of "laws to be necessary and proper" to govern the land - the end result is our current culture.

“When you give a mouse a cookie...”

I want someone to ask, "Why do we allow morons to invest in companies blindly through IRAs and Mutual Funds, to surrender their responsibilities trough proxy statements, and to refuse to hold incompetent executives accountable for their lack of skill and performance? Why don’t amateur investors understand risk? Why should the rest of us bail them out for their bad decision making?” The "Market" corrected. Shareholders were supposed to lose money. In this case, a lot of it. But they didn't. Liberals felt that the losses would have been catastrophic, and stepped in within the current role of government to establish a consistency of operations for the nation. Unfortunately our representatives aren't very good at governing. Most of them are so poorly educated that they are unwilling to grasp the criminal nature of corporate executive's actions. Moreover, the process of American politics has them emasculated to the point of inability to act. (Two year old feeder cattle have more will - and testosterone - than a representative facing mid-term elections.)

So Brett, it is the inept people - folks just like you and me (voters and shareholders) who are to blame. We get the government, and the economy we deserve.

Republican democracies only work in the presence of individual accountability. That means loss when things go wrong - but it also means gain when things go right. And maybe that is the liberty that our Constitution protects?

“Those who sacrifice liberty for security deserve neither.” Ben Franklin

Social Contract and HealthCare Reform

American society exists because of a concept called "social contract." (see Hobbs, Locke, Rousseau) Envisioned by our founding fathers, with roots in Leviathan and codified by the Magna Carte, Mayflower Compact and the US Constitution. It is the fabric of our nation. We all contribute and we all benefit - a quid pro quo of give and get. But why is Healthcare excluded?

It is said due to cost, and a lack of equity. Some claim that only 50% of Americans directly pay taxes. Perhaps this is true - but we all benefit from low cost labor, and redistribution to the low end drives the US financial engine of Consumer Spending. If the progressive system was eliminated and low income earners paid taxes the consumer would ultimately bear the cost through higher prices required to cover the increase in real wages. Instead, a progressive system of taxation redistributes wealth from those most able.

Please read the preamble to the Constitution. "We the people" established this Union - for the benefit of the people - ALL of the people. Obviously life , liberty and happiness do not coexist with illness, destitution and death.

It is told that the first sign in the Colonies read "If you don't work you don't eat." (2 Thessalonians 3:10) Neo-Conservatives hijack the message - until they are reminded that all work, and the fruits thereof went into a communal distribution where each gave according to their abilities and got according to their need. (Marx)

The public option must be a part of meaningful healthcare reform. This will ensure freedom of choice for all people - and DECREASE cost for everyone. I am horrified by imagining the cost inefficiency and inconsistency of private-only programs for current public-private services like education, police protection or postal service! Why do we do it with healthcare?

Indigent care is supported currently by local governments. In Atlanta, Grady Hospital provides these services. House Bill 70 of the 56th Texas Legislature established NorthWest Texas Hospital as the indigent center in Amarillo, TX. These centers are not examples of public heathcare - but rather symptoms of pathetic neglect as a result of the fleecing done by commercial insurance providers. These centers are grossly inefficient because mundane illness and injury, better served by primary care physicians over emergency facilities, because of the lower income residents lack of health insurance coverage.

We are paying for healthcare for the poor one way or the other!

That's my opinion.

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