Firing An Employee Quotes

I will love you as a thief loves a gallery and as a crow loves a murder, as a cloud loves bats and as a range loves braes. I will love you as misfortune loves orphans, as fire loves innocence and as justice loves to sit and watch while everything goes wrong. I will love you as a battlefield loves young men and as peppermints love your allergies, and I will love you as the banana peel loves the shoe of a man who was just struck by a shingle falling off a house. I will love you as a volunteer fire department loves rushing into burning buildings and as burning buildings love to chase them back out, and as a parachute loves to leave a blimp and as a blimp operator loves to chase after it. I will love you as a dagger loves a certain person’s back, and as a certain person loves to wear dagger proof tunics, and as a dagger proof tunic loves to go to a certain dry cleaning facility, and how a certain employee of a dry cleaning facility loves to stay up late with a pair of binoculars, watching a dagger factory for hours in the hopes of catching a burglar, and as a burglar loves sneaking up behind people with binoculars, suddenly realizing that she has left her dagger at home. I will love you as a drawer loves a secret compartment, and as a secret compartment loves a secret, and as a secret loves to make a person gasp, and as a gasping person loves a glass of brandy to calm their nerves, and as a glass of brandy loves to shatter on the floor, and as the noise of glass shattering loves to make someone else gasp, and as someone else gasping loves a nearby desk to lean against, even if leaning against it presses a lever that loves to open a drawer and reveal a secret compartment. I will love you until all such compartments are discovered and opened, and until all the secrets have gone gasping into the world. I will love you until all the codes and hearts have been broken and until every anagram and egg has been unscrambled. I will love you until every fire is extinguised and until every home is rebuilt from the handsomest and most susceptible of woods, and until every criminal is handcuffed by the laziest of policemen. I will love until M. hates snakes and J. hates grammar, and I will love you until C. realizes S. is not worthy of his love and N. realizes he is not worthy of the V. I will love you until the bird hates a nest and the worm hates an apple, and until the apple hates a tree and the tree hates a nest, and until a bird hates a tree and an apple hates a nest, although honestly I cannot imagine that last occurrence no matter how hard I try. I will love you as we grow older, which has just happened, and has happened again, and happened several days ago, continuously, and then several years before that, and will continue to happen as the spinning hands of every clock and the flipping pages of every calendar mark the passage of time, except for the clocks that people have forgotten to wind and the calendars that people have forgotten to place in a highly visible area. I will love you as we find ourselves farther and farther from one another, where we once we were so close that we could slip the curved straw, and the long, slender spoon, between our lips and fingers respectively. I will love you until the chances of us running into one another slip from slim to zero, and until your face is fogged by distant memory, and your memory faced by distant fog, and your fog memorized by a distant face, and your distance distanced by the memorized memory of a foggy fog. I will love you no matter where you go and who you see, no matter where you avoid and who you don’t see, and no matter who sees you avoiding where you go. I will love you no matter what happens to you, and no matter how I discover what happens to you, and no matter what happens to me as I discover this, and now matter how I am discovered after what happens to me as I am discovering this.

It proved once again the theory that no security system is a match for a stupid employee.

But you don’t get social with your employees,” I remind him quietly. “I’d made an exception for you.” His face is getting close and closer. Slowly. A centimetre at a time. “But it’s your rule.” “I’ll break it for you,” he whispers. “No, don’t do that,” I say breathlessly. “Fine, then you’re fired,” he says just as his lips meet mine.

The unwritten motto of United States Robot and Mechanical Men Corp. was well-known: “No employee makes the same mistake twice. He is fired the first time.

Talent is indispensable, although it is 'always' replaceable. Just remember the simple rules concerning talent: Identify It, Hire It, Nurture It, Reward It, Protect It. And when the time comes, Fire It.

It’s not the people you fire who make your life miserable. It’s the people you don’t.

Until the police internal affairs system starts prosecuting and firing a substantial number of corrupt and incompetent police officers, I will not be lighting it up blue!

When free from the confines of our normal identity, we are able to look at life, and the often repetitive stories we tell about it, with fresh eyes. Come Monday morning, we may still clamber back into the monkey suits of our everyday roles—parent, spouse, employee, boss, neighbor—but, by then, we know they're just costumes with zippers.

An employee made a mistake that cost the company $10 million, he walked into the office of Tom Watson, the C.E.O., expecting to get fired. “Fire you?” Mr. Watson asked. “I just spent $10 million educating you.

Perhaps they never left the island when construction was complete," Otto replied. Wing raised an eyebrow. "A true job for life." "Or a life for a job," Otto countered. He wouldn't be at all surprised, given the emphasis on total secrecy, if H.I.V.E. offered an "aggressive" retirement package for lower-level employees. Here, being fired was probably a term that was taken a little too literally.

in most hierarchies, super-competence is more objectionable than incompetence.” He warned that extremely skilled and productive employees often face criticism, and are fired if they don’t start performing worse. Their presence “disrupts and therefore violates the first commandment of hierarchical life: the hierarchy must be preserved.

Oh, this time I was doing the gossiping. You should really dismiss me for disloyalty, not to mention the disrespect I'm showing right now by talking to you like this.

How does paying people more money make you more money? It works like this. The more you pay your workers, the more they spend. Remember, they're not just your workers- they're your consumers, too. The more they spend their extra cash on your products, the more your profits go up. Also, when employees have enough money that they don't have to live in constant fear of bankruptcy, they're able to focus more on their work- and be more productive. With fewer personal problems and less stress hanging over them, they'll lose less time at work, meaning more profits for you. Pay them enough to afford a late model car (i.e. one that works), and they'll rarely be late for work. And knowing that they'll be able to provide a better life for their children will not only give them a more positive attitude, it'll give them hope- and an incentive to do well for the company because the better the company does, the better they'll do. Of course, if you're like most corporations these days- announcing mass layoffs right after posting record profits- then you're already hemorrhaging the trust and confidence of your remaining workforce, and your employees are doing their jobs in a state of fear. Productivity will drop. That will hurt sales. You will suffer. Ask the people at Firestone: Ford has alleged that the tire company fired its longtime union employees, then brought in untrained scab workers who ended up making thousands of defective tires- and 203 dead customers later, Firestone is in the toilet.

when leaders fail to tell employees that they’re doing a great job, they might as well be taking money out of their pockets and throwing it into a fire,

Bad boss? Fire him/her. When you're interviewing for a job, You're job is to interview them. You are an equal.

For instance, in the design stages for a new mouse for an early Apple product, Jobs had high expectations. He wanted it to move fluidly in any direction—a new development for any mouse at that time—but a lead engineer was told by one of his designers that this would be commercially impossible. What Jobs wanted wasn’t realistic and wouldn’t work. The next day, the lead engineer arrived at work to find that Steve Jobs had fired the employee who’d said that. When the replacement came in, his first words were: “I can build the mouse.

For all the talk about the need to be a likable "team player," many people work in a fairly cutthroat environment that would seem to be especially challenging to those who possess the recommended traits. Cheerfulness, upbeatness, and compliance: these are the qualities of subordinates -- of servants rather than masters, women (traditionally, anyway) rather than men. After advising his readers to overcome the bitterness and negativity engendered by frequent job loss and to achieve a perpetually sunny outlook, management guru Harvey Mackay notes cryptically that "the nicest, most loyal, and most submissive employees are often the easiest people to fire." Given the turmoil in the corporate world, the prescriptions of niceness ring of lambs-to-the-slaughter.

Hopefully not another employee stealing credit cards, Brooke mused. Or any sort of headache-inducing “oops moment,” like the time one of the restaurant managers called to ask if he could fire a line cook after discovering that the man was a convicted murderer. “Jeez. How’d you learn that?” Brooke had asked. “He made a joke to one of the waiters about honing his cooking skills in prison. The waiter asked what he’d been serving time for, and he said, ‘Murder.’” “I bet that put an end to the conversation real fast. And yes, you can fire him,” Brooke had said. “Obviously, he lied on his employment application.” All of Sterling’s employees, regardless of job position, were required to answer whether they’d ever been convicted of a crime involving “violence, deceit, or theft.” Pretty safe to say that murder qualified. Ten minutes later, the manager had called her back. “Um . . . what if he didn’t exactly lie? I just double-checked his application, and as it turns out, he did check the box for having been convicted of a crime.” Brooke had paused at that. “And then the next question, where we ask what crime he’d been convicted for, what did he write?” “Uh . . . ‘second-degree murder.’” “I see. Just a crazy suggestion here, Cory, but you might want to start reading these applications a little more closely before making employment offers.” “Please don’t fire me.

We’ve been told that Henry Ford never fired employees but shifted them around until he found the niche that was right for them. A

Firing millions of USA employees and leaving them with no health insurance is akin to feeding them to the COVID-19 lions.

No employee makes the same mistake twice. He is fired the first time.

I ought to fire one of my two employees into the other one’s asshole.

What is weak, emphasize as strong. Not sure how to pronounce a word? Then say it loudly with confidence. If technology is outdated, the company board of directors will spend fortunes advertising that their products are the newest and best. To finance the lies, the board will fire a third of the employees, making stock prices go up. Then, before customers disconnect and go to competitors, the company will have made enough money on its lies to buy a startup company with new technology. But, of course, the new technology should not be a backdoor for thieves.

Steve Jobs was known for the clarity of his insights about what customers wanted, but he was also known for his volatility with coworkers. Apple’s founder reportedly fired employees in the elevator and screamed at underperforming executives. Perhaps there is something endemic in the fast-paced technology business that causes this behavior, because such intensity is not exactly rare among its CEOs.

Today the man who has the courage to build himself a house constructs a meeting place for the people who will descend upon him on foot, by car, or by telephone. Employees of the gas, the electric, and the water- works will arrive; agents from life and fire insurance companies; building inspectors, collectors of radio tax; mortgage creditors and rent assessors who tax you for living in your own home.

Liberals are willing to believe that these "robber barons" will fix prices, rig markets, establish monopolies, buy politicians, exploit employees and fire them the day before they are eligible for pensions, but they absolutely will not believe that these same men would want to rule the world or would use Communism as the striking edge of their conspiracy. When one discusses the machinations of these men, Liberals usually respond by saying, "But don't you think they mean well?

I put my hand over my face and took a breath, sliding my gaze over to him, trying to be sneaky about it so he couldn’t see me doing it. Who was this man? Not that I was complaining that he was actually talking to me and asking me things and trying to be nice, but…. “Why are you being such a pain in the ass about me going with you?” he asked all of a sudden, forcing my thoughts back. I stopped trying to be sneaky with my glances and just stared. “I’m not being a pain in the ass. You are.” I flexed my fingers, remembering this was my boss. “I say that with all the respect of you being an owner of Cooper’s and me being your employee, by the way. Please don’t fire me.” He shook his head, and I wasn’t sure if it was because he wasn’t going to fire me or if I was just getting on his nerves. Knowing Rip, it could be either.

Lack of trust impacts your employees’ motivation and productivity, the likelihood that they’ll jump ship for a new company, and how much time you (and everyone else) spend frantically putting out fires that could have been avoided had your people felt comfortable discussing sensitive issues with you.

The jittery focus, the devastated shelves, a couple of fights breaking out over paper towels, a swarm descending on an employee trying to restock toilet paper, madness in people’s eyes—it was like the beginning of every show where the streets empty and some grotesque majestic entity emerges from mist or fire.

However, to maintain a good credit rating during periods when revenue is lagging, municipalities must fuck over residents by implementing austerity measures such as firing public employees, cutting pension funds and health-care benefits, weakening the power of labor unions, cutting the education budget, and so forth.

Bear Stearns kept two somewhat mysterious accounts for Trump. They were numbered only—no name was attached to them. A special code was required in order to call them up on the firm’s computers, and if an employee revealed them, he or she would be fired instantly. (Trump-trivia buffs: the account numbers are 049-50544-2-1 and 049-50549-2-6.)

On the TV screens along the back wall I could see COMEY RESIGNS in large letters. The screens were behind my audience, but they noticed my distraction and started turning in their seats. I laughed and said, “That’s pretty funny. Somebody put a lot of work into that one.” I continued my thought. “There are no support employees in the FBI. I expect…” The message on the screens now changed. Across three screens, displaying three different news stations, I now saw the same words: COMEY FIRED. I wasn’t laughing any longer. There was a buzz in the room. I told the audience, “Look, I’m going to go figure out what’s happening, but whether that’s true or not, my message won’t change, so let me finish it and then shake your hands.

The structure of the corporation is a telling case in point—and it is no coincidence that the first major joint-stock corporations in the world were the English and Dutch East India companies, ones that pursued that very same combination of exploration, conquest, and extraction as did the conquistadors. It is a structure designed to eliminate all moral imperatives but profit. The executives who make decisions can argue—and regularly do—that, if it were their own money, of course they would not fire lifelong employees a week before retirement, or dump carcinogenic waste next to schools. Yet they are morally bound to ignore such considerations, because they are mere employees whose only responsibility is to provide the maximum return on investment

According to the Times notice, Mr. Bauman called his employees into a meeting and asked them to accept a 10 percent reduction in salary so that he wouldn’t have to fire anyone. They all agreed. Then he quietly decided to give up his personal salary until his company was back on safe ground. The only reason his staff found out was because the company bookkeeper told them. Bauman

The Struggle is when you wonder why you started the company in the first place. The Struggle is when people ask you why you don’t quit and you don’t know the answer. The Struggle is when your employees think you are lying and you think they may be right. The Struggle is when food loses its taste. The Struggle is when you don’t believe you should be CEO of your company. The Struggle is when you know that you are in over your head and you know that you cannot be replaced. The Struggle is when everybody thinks you are an idiot, but nobody will fire you. The Struggle is where self-doubt becomes self-hatred. The Struggle is when you are having a conversation with someone and you can’t hear a word that they are saying because all you can hear is the Struggle.

With this warning, Mussolini demanded and was given authority to do just about whatever he wanted; but his initial priority, surprisingly, was good government. He knew that citizens were fed up with a bureaucracy that seemed to grow bigger and less efficient each year, so he insisted on daily roll calls in ministry offices and berated employees for arriving late to work or taking long lunches. He initiated a campaign to drenare la palude (“drain the swamp”) by firing more than 35,000 civil servants. He repurposed Fascist gangs to safeguard rail cargo from thieves. He allocated money to build bridges, roads, telephone exchanges, and giant aqueducts that brought water to arid regions. He gave Italy an eight-hour workday, codified insurance benefits for the elderly and disabled, funded prenatal health care clinics, established seventeen hundred summer camps for children, and dealt the Mafia a blow by suspending the jury system and short-circuiting due process. With no jury members to threaten and judges answerable directly to the state, the courts were as incorruptible as they were docile. Contrary to legend, the dictator didn’t quite succeed in making the trains run on time, but he earned bravos for trying.

It’s not up to my employees to accomplish what I want; it’s up to me. I’m the boss. And the reason that firing you is so kind is that I’ve just released you from a torture chamber and allowed you to move into a space where you are qualified. And because of my clarity and kindness, the position is open for the right person to move into it. Anything less than that is masochism: it’s unkind to you and to me.

And the benefits of selflessness go beyond silencing our inner critic. When free from the confines of our normal identity, we are able to look at life, and the often repetitive stories we tell about it, with fresh eyes. Come Monday morning, we may still clamber back into the monkey suits of our everyday roles—parent, spouse, employee, boss, neighbor—but, by then, we know they’re just costumes with zippers.

People use texting and e-mail for everything, but it’s not appropriate for somber situations. If you win an Oscar, tweet away, but if you’re talking about a death or an illness, you need to use more formal channels. For example: You can promote an employee via e-mail, but you can’t fire him. You can ask someone out by e-mail, but you can’t break up with her. Happy occasions can be casual. Sad or serious ones require a personal touch.

I let Wally go yesterday,” Mr. Forney said. “I just want you to know that.” “You fired him?” “Of course. Fraternizing with hotel guests is cause for dismissal.” “But—” “We have high standards for the hotel, Miss Spooner. That includes employees.” “Yeah,” I said. “I’ve seen your high standards up close, Mr. Forney. I think you like rolling in your stinky high standards. Especially when you can kick a couple of guests out of the hotel because they have the wrong last name.” He

In an early study on power and management, supervisors who felt powerless used more coercive power — threats of punishment or even being fired — when dealing with a “problem worker,” whereas supervisors who felt powerful used more personal persuasion approaches, such as praise or admonishment.26 In another study, managers who felt powerless were more ego-defensive, causing them to solicit less input. In fact, managers who felt powerless judged employees who voiced opinions more negatively.27

The upper management team had informed me that an employee that worked for me was a poor performer and would be terminated soon. This employee was clearly displaying mental health issues that were causing problems in the workplace. When I followed the company procedures and reported this to human resources, their response was to inform me that my contract would not be renewed and I would be immediately fired if anyone complained about me. This was my introduction to how mental health issues are handled in the USA.

Rain follows the plow: that was the spurious premise behind such claims, put forward by successive presidents of the Union Pacific Railroad and at least one employee of Powell’s own agency.28 Powell’s report had refuted it, arguing that there was no scientific evidence for it.29 But climate falsifiers argued that a wet period during Dakota’s boom years proved the connection. Congress believed them, and the quack theory supplied a rationale for the Timber Culture Act. By reducing wind, trees were supposed to produce rain.

If you tour any workplace, you will see countless logos and banners paying lip service to freedom of speech, democracy, logos like ‘speak up, speak out’, creativity, innovation, and on and on goes the list of flashy words and adjectives that companies and corporations want their employees (and outsiders) to believe are part of their work ethics and culture. Yet, most employees learn at the earliest stages of their careers that these bogus adjectives will get them fired, if they are naïve enough to believe in – let alone act on – them.

Musk and the other young engineers would work late into the night and then fire up a multiplayer shooter game, such as Quake III Arena, on their desktop computers, conference together their cell phones, and plunge into death matches that could last until 3 a.m. Musk’s handle was Random9, and he was (of course) the most aggressive. “We’d be screaming and yelling at each other like a bunch of lunatics,” said one employee. “And Elon was right there in the thick of it with us.” He was usually triumphant. “He’s alarmingly good at these games,

Setting boundaries and holding people accountable is a lot more work than shaming and blaming. But it’s also much more effective. Shaming and blaming without accountability is toxic to couples, families, organizations, and communities. First, when we shame and blame, it moves the focus from the original behavior in question to our own behavior. By the time this boss is finished shaming and humiliating his employees in front of their colleagues, the only behavior in question is his. Additionally, if we don’t follow through with appropriate consequences, people learn to dismiss our requests—even if they sound like threats or ultimatums. If we ask our kids to keep their clothes off the floor and they know that the only consequence of not doing it is a few minutes of yelling, it’s fair for them to believe that it’s really not that important to us. It’s hard for us to understand that we can be compassionate and accepting while we hold people accountable for their behaviors. We can, and, in fact, it’s the best way to do it. We can confront someone about their behavior, or fire someone, or fail a student, or discipline a child without berating them or putting them down. The key is to separate people from their behaviors—to address what they’re doing, not who they are.

Sheepwalking I define “sheepwalking” as the outcome of hiring people who have been raised to be obedient and giving them a brain-dead job and enough fear to keep them in line. You’ve probably encountered someone who is sheepwalking. The TSA “screener” who forces a mom to drink from a bottle of breast milk because any other action is not in the manual. A “customer service” rep who will happily reread a company policy six or seven times but never stop to actually consider what the policy means. A marketing executive who buys millions of dollars’ worth of TV time even though she knows it’s not working—she does it because her boss told her to. It’s ironic but not surprising that in our age of increased reliance on new ideas, rapid change, and innovation, sheepwalking is actually on the rise. That’s because we can no longer rely on machines to do the brain-dead stuff. We’ve mechanized what we could mechanize. What’s left is to cost-reduce the manual labor that must be done by a human. So we write manuals and race to the bottom in our search for the cheapest possible labor. And it’s not surprising that when we go to hire that labor, we search for people who have already been trained to be sheepish. Training a student to be sheepish is a lot easier than the alternative. Teaching to the test, ensuring compliant behavior, and using fear as a motivator are the easiest and fastest ways to get a kid through school. So why does it surprise us that we graduate so many sheep? And graduate school? Since the stakes are higher (opportunity cost, tuition, and the job market), students fall back on what they’ve been taught. To be sheep. Well-educated, of course, but compliant nonetheless. And many organizations go out of their way to hire people that color inside the lines, that demonstrate consistency and compliance. And then they give these people jobs where they are managed via fear. Which leads to sheepwalking. (“I might get fired!”) The fault doesn’t lie with the employee, at least not at first. And of course, the pain is often shouldered by both the employee and the customer. Is it less efficient to pursue the alternative? What happens when you build an organization like W. L. Gore and Associates (makers of Gore-Tex) or the Acumen Fund? At first, it seems crazy. There’s too much overhead, there are too many cats to herd, there is too little predictability, and there is way too much noise. Then, over and over, we see something happen. When you hire amazing people and give them freedom, they do amazing stuff. And the sheepwalkers and their bosses just watch and shake their heads, certain that this is just an exception, and that it is way too risky for their industry or their customer base. I was at a Google conference last month, and I spent some time in a room filled with (pretty newly minted) Google sales reps. I talked to a few of them for a while about the state of the industry. And it broke my heart to discover that they were sheepwalking. Just like the receptionist at a company I visited a week later. She acknowledged that the front office is very slow, and that she just sits there, reading romance novels and waiting. And she’s been doing it for two years. Just like the MBA student I met yesterday who is taking a job at a major packaged-goods company…because they offered her a great salary and promised her a well-known brand. She’s going to stay “for just ten years, then have a baby and leave and start my own gig.…” She’ll get really good at running coupons in the Sunday paper, but not particularly good at solving new problems. What a waste. Step one is to give the problem a name. Done. Step two is for anyone who sees themselves in this mirror to realize that you can always stop. You can always claim the career you deserve merely by refusing to walk down the same path as everyone else just because everyone else is already doing it.

Well, feminine, but not too feminine, then.” “Careful: In Hopkins v. Price-Waterhouse, Ms. Hopkins was denied a partnership because she needed to learn to ‘walk more femininely, talk more femininely, dress more femininely,’ and ‘wear makeup.’” “Maybe she didn’t deserve a partnership?” “She brought in the most business of any employee.” “Hmm. Well, maybe a little more feminine.” “Not so fast. Policewoman Nancy Fahdl was fired because she looked ‘too much like a lady.’” “All right, less feminine. I’ve wiped off my blusher.” “You can lose your job if you don’t wear makeup. See Tamini v. Howard Johnson Company, Inc.” “How about this, then, sort of…womanly?” “Sorry. You can lose your job if you dress like a woman. In Andre v. Bendix Corporation, it was ruled ‘inappropriate for a supervisor’ of women to dress like ‘a woman.’” “What am I supposed to do? Wear a sack?” “Well, the women in Buren v. City of East Chicago had to ‘dress to cover themselves from neck to toe’ because the men at work were ‘kind of nasty.’” “Won’t a dress code get me out of this?” “Don’t bet on it. In Diaz v. Coleman, a dress code of short skirts was set by an employer who allegedly sexually harassed his female employees because they complied with it.” It would be funny if it weren’t true. And when we see that British law has evolved a legal no-win situation very close to this one, a pattern begins to emerge.

Gut Feel Versus Structure Many leaders, especially those who run smaller organizations, believe that they have the natural skills they need to choose good people without any real process. They look back at their careers and remember the good employees they’ve hired and give themselves credit for having recognized those people’s potential. However, they seem to block out the memories of the unsuccessful hires they’ve made, or they justify those mistakes based on the hidden behavioral deficiencies in the people they later had to fire. Whatever the case, they persist in the belief that they know a good person when they see one and that they can go about the hiring process without much structure.

...the Iowa Supreme Court ruled in 2013 that its fair for a woman to be fired from her job if her appearance is distracting enough to threaten the marriage of her superior -- a decision spurred by the case of a dentist who fired his hygienist because even in head-to-foot scrubs, she was simply too irresistible. In the court's finding, this was totally legitimate: employers "can fire employees that they and their spouses see as threats to their marriages." It's not up to employers, you see, to be more professional and appropriate in such cases, it's up to female employees not to unwittingly lead them on by doing nothing other than having the gall to show up for work with their god-given faces and bodies.

And here’s what Barack Obama and his surrogates said about Mitt Romney: Mitt Romney is the worst guy since Mussolini. Mitt Romney is the guy who straps dogs to the top of cars. Mitt Romney is the kind of guy who wants to “put y’all back in chains.” Mitt Romney is leading a “war on women” and, in fact, has compiled a binder full of women that he can then use to prosecute his war. Mitt Romney is the type of guy who would specifically fire an employee so that five years later his wife would die of cancer thanks to lack of health insurance. Mitt Romney would take his money and put it in an overseas bank account specifically to deprive the American people of money. The Obama campaign slogan: “Romney: Rich, Sexist, Racist Jackass.

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Most companies manage people using a normal distribution, with most people labeled as average and two tails of weak and strong performers pushed out to the sides. The tails aren’t as symmetrical as when you look at height, because failing employees get fired and the worst don’t even make it in the door, so the left tail is cut short. Companies also treat people as if their actual output follows the same distribution. That’s an error. In fact, human performance in organizations follows a power law distribution for most jobs. Herman Aguinis and Ernest O’Boyle of Indiana University and the University of Iowa explain that “instead of a massive group of average performers dominating … through sheer numbers, a small group of elite performers [dominate] through massive performance.

The guiding principle at SpaceX is to embrace your work and get stuff done. People who await guidance or detailed instructions languish. The same goes for workers who crave feedback. And the absolute worst thing that someone can do is inform Musk that what he’s asking is impossible. An employee could be telling Musk that there’s no way to get the cost on something like that actuator down to where he wants it or that there is simply not enough time to build a part by Musk’s deadline. “Elon will say, ‘Fine. You’re off the project, and I am now the CEO of the project. I will do your job and be CEO of two companies at the same time. I will deliver it,’” Brogan said. “What’s crazy is that Elon actually does it. Every time he’s fired someone and taken their job, he’s delivered on whatever the project was.

The Struggle is when you wonder why you started the company in the first place. The Struggle is when people ask you why you don’t quit and you don’t know the answer. The Struggle is when your employees think you are lying and you think they may be right. The Struggle is when food loses its taste. The Struggle is when you don’t believe you should be CEO of your company. The Struggle is when you know that you are in over your head and you know that you cannot be replaced. The Struggle is when everybody thinks you are an idiot, but nobody will fire you. The Struggle is where self-doubt becomes self-hatred. The Struggle is when you are having a conversation with someone and you can’t hear a word that they are saying because all you can hear is The Struggle. The Struggle is when you want the pain to stop. The Struggle is unhappiness. The Struggle is when you go on vacation to feel better and you feel worse. The Struggle is when you are surrounded by people and you are all alone. The Struggle has no mercy. The Struggle is the land of broken promises and crushed dreams. The Struggle is a cold sweat. The Struggle is where your guts boil so much that you feel like you are going to spit blood. The Struggle is not failure, but it causes failure. Especially if you are weak. Always if you are weak. Most people are not strong enough. Every great entrepreneur from Steve Jobs to Mark Zuckerberg went through The Struggle and struggle they did, so you are not alone. But that does not mean that you will make it. You may not make it. That is why it is The Struggle. The Struggle is where greatness comes from.

Steve Jobs was famous for what observers called his “reality distortion field.” Part motivational tactic, part sheer drive and ambition, this field made him notoriously dismissive of phrases such as “It can’t be done” or “We need more time.” Having learned early in life that reality was falsely hemmed in by rules and compromises that people had been taught as children, Jobs had a much more aggressive idea of what was or wasn’t possible. To him, when you factored in vision and work ethic, much of life was malleable. For instance, in the design stages for a new mouse for an early Apple product, Jobs had high expectations. He wanted it to move fluidly in any direction—a new development for any mouse at that time—but a lead engineer was told by one of his designers that this would be commercially impossible. What Jobs wanted wasn’t realistic and wouldn’t work. The next day, the lead engineer arrived at work to find that Steve Jobs had fired the employee who’d said that. When the replacement came in, his first words were: “I can build the mouse.” This was Jobs’s view of reality at work. Malleable, adamant, self-confident. Not in the delusional sense, but for the purposes of accomplishing something. He knew that to aim low meant to accept mediocre accomplishment. But a high aim could, if things went right, create something extraordinary. He was Napoleon shouting to his soldiers: “There shall be no Alps!” For most of us, such confidence does not come easy. It’s understandable. So many people in our lives have preached the need to be realistic or conservative or worse—to not rock the boat. This is an enormous disadvantage when it comes to trying big things. Because though our doubts (and self-doubts) feel real, they have very little bearing on what is and isn’t possible. Our

How to build a strong culture44 1. Have strong hiring filters in place. Explicitly filter for people with common values. You need to be careful that this does not act as a mechanism to inadvertently filter out diverse populations. You can have both a common sense of purpose and a diverse employee base at the same time. See later sections and the interview with Joelle Emerson for more information. 2. Constantly emphasize values day-to-day. Repeat them until you are blue in the face. The second you are really sick of saying the same thing over and over, you will find people have started repeating it back to you. 3. Reward people based on performance as well as culture. People should be rewarded (with promotions, financially, etc.) for both productivity and for living the company’s values. 4. Get rid of bad culture fits quickly. Fire bad culture fits even faster than you fire low performers.45 This chapter focuses on #1 above:

A similar bout of affective realism gave birth to Florida’s controversial “Stand Your Ground” law. This law permits the use of deadly force in self-defense if you reasonably believe you’re in imminent danger of death or great bodily harm. A real-life incident was the catalyst for the law, but not in the way that you might think. Here’s how the story is usually told: In 2004, an elderly couple was asleep in their trailer home in Florida. An intruder tried to break in, so the husband, James Workman, grabbed a gun and shot him. Now here’s the true, tragic backstory: Workman’s trailer was in a hurricane-damaged area, and the man he shot was an employee of the Federal Emergency Management Agency (FEMA). The victim, Rodney Cox, was African American; Workman is white. Workman, mostly likely under the influence of affective realism, perceived that Cox meant him harm and opened fire on an innocent man. Nevertheless, the inaccurate first story became a primary justification for Florida’s law.47

This means, a woman might think, that the law will treat her fairly in employment disputes if only she does her part, looks pretty, and dresses femininely. She would be dangerously wrong, though. Let’s look at an American working woman standing in front of her wardrobe, and imagine the disembodied voice of legal counsel advising her on each choice as she takes it out on its hanger. “Feminine, then,” she asks, “in reaction to the Craft decision?” “You’d be asking for it. In 1986, Mechelle Vinson filed a sex discrimination case in the District of Columbia against her employer, the Meritor Savings Bank, on the grounds that her boss had sexually harassed her, subjecting her to fondling, exposure, and rape. Vinson was young and ‘beautiful’ and carefully dressed. The district court ruled that her appearance counted against her: Testimony about her ‘provocative’ dress could be heard to decide whether her harassment was ‘welcome.’” “Did she dress provocatively?” “As her counsel put it in exasperation, ‘Mechelle Vinson wore clothes.’ Her beauty in her clothes was admitted as evidence to prove that she welcomed rape from her employer.” “Well, feminine, but not too feminine, then.” “Careful: In Hopkins v. Price-Waterhouse, Ms. Hopkins was denied a partnership because she needed to learn to ‘walk more femininely, talk more femininely, dress more femininely,’ and ‘wear makeup.’” “Maybe she didn’t deserve a partnership?” “She brought in the most business of any employee.” “Hmm. Well, maybe a little more feminine.” “Not so fast. Policewoman Nancy Fahdl was fired because she looked ‘too much like a lady.’” “All right, less feminine. I’ve wiped off my blusher.” “You can lose your job if you don’t wear makeup. See Tamini v. Howard Johnson Company, Inc.” “How about this, then, sort of…womanly?” “Sorry. You can lose your job if you dress like a woman. In Andre v. Bendix Corporation, it was ruled ‘inappropriate for a supervisor’ of women to dress like ‘a woman.’” “What am I supposed to do? Wear a sack?” “Well, the women in Buren v. City of East Chicago had to ‘dress to cover themselves from neck to toe’ because the men at work were ‘kind of nasty.’” “Won’t a dress code get me out of this?” “Don’t bet on it. In Diaz v. Coleman, a dress code of short skirts was set by an employer who allegedly sexually harassed his female employees because they complied with it.

In fact, as Foucault and others have shown, prisons and factories came in at about the same time, and their operators consciously borrowed from each other's control techniques. A worker is a part-time slave. The boss says when to show up, when to leave, and what to do in the meantime. He tells you how much work to do and how fast. He is free to carry his control to humiliating extremes, regulating, if he feels like it, the clothes you wear or how often you go to the bathroom. With a few exceptions he can fire you for any reason, or no reason. He has you spied on by snitches and supervisors, he amasses a dossier on every employee. Talking back is called "insubordination," just as if a worker is a naughty child, and it not only gets you fired, it disqualifies you for unemployment compensation… The demeaning system of domination I've described rules over half the waking hours of a majority of women and the vast majority of men for decades, for most of their lifespans. For certain purposes it's not too misleading to call our system democracy or capitalism or -- better still -- industrialism, but its real names are factory fascism and office oligarchy. Anybody who says these people are "free" is lying or stupid.

Although anxiety can sometimes seem like a flaw, it’s actually an evolutionary advantage, a hypervigilance system that causes us to pause and scan the environment. Feeling anxious triggers us to start looking out for potential threats. If you detect a potential danger, it’s not supposed to be easy for you to stop thinking about that threat. While that’s great when you’re a caveman worried about protecting your family, it’s not as great when you’re an employee convinced you’re getting fired. For many of us who suffer from anxiety, our anxiety alarms fire too often when there isn’t a good reason to be excessively cautious. Why does this happen? We may have more sensitive anxiety systems. Or we may have been doing things to decrease our anxiety in the short term, such as avoiding things that make us feel anxious, that have actually increased it in the long term. Having some false anxiety alarms—where you see threats that don’t exist or worry about things that don’t eventuate—isn’t a defect in your system. Think of it in caveman terms: In a life-and-death sense, failing to notice a real threat (termed a false negative) is more of a problem than registering a potential danger that doesn’t happen (termed a false positive). Therefore, having some false anxiety alarms is a built-in part of the system, to err on the side of caution.

Define Your Options When people are spinning their rumination wheels about a particular problem, they often don’t concretely define what their options are for moving forward. To shift out of rumination and into problem-solving mode, concretely and realistically define what your best three to six options are. For example, imagine you’ve recently hired a new employee but that person is not working out. Instead of mentally slapping yourself around about why you made the hire, it would be more useful to define what your options are at this point: --Giving the employee more time --Shifting the employee’s responsibilities to simpler jobs --Giving the employee checklists of the steps needed to complete each task --Having another employee work with the individual --Firing the employee Defining your options relieves some of the stress of rumination and helps you shift to effective problem solving. Keeping your list of options short will prevent you from running into choice-overload problems. Research shows that if you consider more than three to six choices, you’re less likely to end up making a choice. Experiment: Practice concretely defining your best three to six options for moving forward with a problem you’re currently ruminating or worrying about. Write brief bullet points, like in the example just given. You can use this method for all sorts of problems. For example, a friend just used it to come up with ideas for how to have more social contact in her life. Note: If the word best is causing you to jump into perfectionism/frozen mode, write any three to six options.

We came to the city because we wished to live haphazardly, to reach for only the least realistic of our desires, and to see if we could not learn what our failures had to teach, and not, when we came to live, discover that we had never died. We wanted to dig deep and suck out all the marrow of life, to be overworked and reduced to our last wit. And if our bosses proved mean, why then we’d evoke their whole and genuine meanness afterward over vodka cranberries and small batch bourbons. And if our drinking companions proved to be sublime then we would stagger home at dawn over the Old City cobblestones, into hot showers and clean shirts, and press onward until dusk fell again. For the rest of the world, it seemed to us, had somewhat hastily concluded that it was the chief end of man to thank God it was Friday and pray that Netflix would never forsake them. Still we lived frantically, like hummingbirds; though our HR departments told us that our commitments were valuable and our feedback was appreciated, our raises would be held back another year. Like gnats we pestered Management— who didn’t know how to use the Internet, whose only use for us was to set up Facebook accounts so they could spy on their children, or to sync their iPhones to their Outlooks, or to explain what tweets were and more importantly, why— which even we didn’t know. Retire! we wanted to shout. We ha Get out of the way with your big thumbs and your senior moments and your nostalgia for 1976! We hated them; we wanted them to love us. We wanted to be them; we wanted to never, ever become them. Complexity, complexity, complexity! We said let our affairs be endless and convoluted; let our bank accounts be overdrawn and our benefits be reduced. Take our Social Security contributions and let it go bankrupt. We’d been bankrupt since we’d left home: we’d secure our own society. Retirement was an afterlife we didn’t believe in and that we expected yesterday. Instead of three meals a day, we’d drink coffee for breakfast and scavenge from empty conference rooms for lunch. We had plans for dinner. We’d go out and buy gummy pad thai and throat-scorching chicken vindaloo and bento boxes in chintzy, dark restaurants that were always about to go out of business. Those who were a little flush would cover those who were a little short, and we would promise them coffees in repayment. We still owed someone for a movie ticket last summer; they hadn’t forgotten. Complexity, complexity. In holiday seasons we gave each other spider plants in badly decoupaged pots and scarves we’d just learned how to knit and cuff links purchased with employee discounts. We followed the instructions on food and wine Web sites, but our soufflés sank and our baked bries burned and our basil ice creams froze solid. We called our mothers to get recipes for old favorites, but they never came out the same. We missed our families; we were sad to be rid of them. Why shouldn’t we live with such hurry and waste of life? We were determined to be starved before we were hungry. We were determined to be starved before we were hungry. We were determined to decrypt our neighbors’ Wi-Fi passwords and to never turn on the air-conditioning. We vowed to fall in love: headboard-clutching, desperate-texting, hearts-in-esophagi love. On the subways and at the park and on our fire escapes and in the break rooms, we turned pages, resolved to get to the ends of whatever we were reading. A couple of minutes were the day’s most valuable commodity. If only we could make more time, more money, more patience; have better sex, better coffee, boots that didn’t leak, umbrellas that didn’t involute at the slightest gust of wind. We were determined to make stupid bets. We were determined to be promoted or else to set the building on fire on our way out. We were determined to be out of our minds.

I don’t have to be able to see you to feel your disapproval, you know.” Tristan finally broke the silence. The two hour carriage ride had been painfully quiet. Tristan leaned his head against the back of the leather seat. “I have my reasons, and I don’t intend to share them with my valet.” Ellis grunted, but remained quiet. “She is better off without me.” Four beats later, Ellis responded. “There is no reason to share your thoughts with a mere valet, my lord.” “I cannot give her the life she deserves.” “As you say.” “Her ladyship seems to think my blindness makes no difference.” “Please pardon the pun, my lord, but how very insightful of her.” “I shall fire you when we reach London.” “I shiver with anticipation.” How was it he could not seem to even have his own employees agree with him? And“I don’t have to be able to see you to feel your disapproval, you know.” Tristan finally broke the silence. The two hour carriage ride had been painfully quiet. Tristan leaned his head against the back of the leather seat. “I have my reasons, and I don’t intend to share them with my valet.” Ellis grunted, but remained quiet. “She is better off without me.” Four beats later, Ellis responded. “There is no reason to share your thoughts with a mere valet, my lord.” “I cannot give her the life she deserves.” “As you say.” “Her ladyship seems to think my blindness makes no difference.” “Please pardon the pun, my lord, but how very insightful of her.” “I shall fire you when we reach London.” “I shiver with anticipation.” How was it he could not seem to even have his own employees agree with him? And why did he permit such insolence? “May I make a suggestion, my lord?’ “No, you may not.” “I suggest you take a day or two to ponder your actions, and then perhaps send for her ladyship.” “Definitely being fired when we reach London.” “I shall look forward to my new duties.” Tristan tapped his foot, boredom setting in. “Did you pack any books? Perhaps you can read to me to pass the time.” “I noticed an open copy of One Thousand and One Nights in the library this morning, but since I know her ladyship was reading it, I left it there.” “Her ladyship was reading it to me,” he bristled. “Ah,” Ellis said, with no regret in his voice. “If only her ladyship were with us now. With the book…” “Never mind. I could use a nap.” “Yes, my lord. A nap might restore your good humor.” “When I fire you, there will be no reference.” “I have no expectation of one, my lord.” Tristan settled back, knowing full well that

In 2009, Kahneman and Klein took the unusual step of coauthoring a paper in which they laid out their views and sought common ground. And they found it. Whether or not experience inevitably led to expertise, they agreed, depended entirely on the domain in question. Narrow experience made for better chess and poker players and firefighters, but not for better predictors of financial or political trends, or of how employees or patients would perform. The domains Klein studied, in which instinctive pattern recognition worked powerfully, are what psychologist Robin Hogarth termed “kind” learning environments. Patterns repeat over and over, and feedback is extremely accurate and usually very rapid. In golf or chess, a ball or piece is moved according to rules and within defined boundaries, a consequence is quickly apparent, and similar challenges occur repeatedly. Drive a golf ball, and it either goes too far or not far enough; it slices, hooks, or flies straight. The player observes what happened, attempts to correct the error, tries again, and repeats for years. That is the very definition of deliberate practice, the type identified with both the ten-thousand-hours rule and the rush to early specialization in technical training. The learning environment is kind because a learner improves simply by engaging in the activity and trying to do better. Kahneman was focused on the flip side of kind learning environments; Hogarth called them “wicked.” In wicked domains, the rules of the game are often unclear or incomplete, there may or may not be repetitive patterns and they may not be obvious, and feedback is often delayed, inaccurate, or both. In the most devilishly wicked learning environments, experience will reinforce the exact wrong lessons. Hogarth noted a famous New York City physician renowned for his skill as a diagnostician. The man’s particular specialty was typhoid fever, and he examined patients for it by feeling around their tongues with his hands. Again and again, his testing yielded a positive diagnosis before the patient displayed a single symptom. And over and over, his diagnosis turned out to be correct. As another physician later pointed out, “He was a more productive carrier, using only his hands, than Typhoid Mary.” Repetitive success, it turned out, taught him the worst possible lesson. Few learning environments are that wicked, but it doesn’t take much to throw experienced pros off course. Expert firefighters, when faced with a new situation, like a fire in a skyscraper, can find themselves suddenly deprived of the intuition formed in years of house fires, and prone to poor decisions. With a change of the status quo, chess masters too can find that the skill they took years to build is suddenly obsolete.

Truman knew that government employees deserved fair procedures and asserted that his loyalty program would provide them. But he nonetheless expanded an already flawed set of procedures and did nothing to stop other agencies of government from establishing even more arbitrary loyalty programs: the armed services were allowed to investigate civilian employees of defense contractors and to order firings without giving any account of the charges against the suspects.75 By mid-1952 Truman administration loyalty boards had investigated many thousands of employees, of whom around 1,200 were dismissed and another 6,000 resigned rather than undergo the indignities

Mike Morrison, vice president and dean of the University of Toyota, likes to ask employees: “What’s on the other side of your card?” In other words, the front of your business card may read “Managing Director,” but you may better identify with “big picture thinker” or “educator” or “calm under fire.” This kind of information—or even a few simple details like where a person lives, what his or her favorite hobby is—cuts through the red tape to get somewhere more meaningful, and it can more immediately and effectively forge a connection between two people.

firing people, damaging morale, and changing the entire way you do business. Ramping up doesn’t have to be your goal. And we’re not talking just about the number of employees you have either. It’s also true for expenses, rent, IT infrastructure, furniture, etc. These things don’t just happen to you. You decide whether or not to take them on. And if you do take them on, you’ll be taking on new headaches, too. Lock in lots of expenses and you force yourself into building a complex business—one that’s a lot more difficult and stressful to run. Don’t be insecure about aiming to be a small business.

Our cook made a joke to one of the waiters about honing his cooking skills in prison. The waiter asked what he’d been serving time for, and he said, ‘Murder.’” “I bet that put an end to the conversation real fast. And yes, you can fire him,” Brooke had said. “Obviously, he lied on his employment application.” All of Sterling’s employees, regardless of job position, were required to answer whether they’d ever been convicted of a crime involving “violence, deceit, or theft.” Pretty safe to say that murder qualified. Ten minutes later, the manager had called her back. “Um . . . what if he didn’t exactly lie? I just double-checked his application, and as it turns out, he did check the box for having been convicted of a crime.” Brooke had paused at that. “And then the next question, where we ask what crime he’d been convicted for, what did he write?” “Uh . . . ‘second-degree murder.’” “I see. Just a crazy suggestion here, Cory, but you might want to start reading these applications a little more closely before making employment offers.” “Please don’t fire me.

When you’re ready to have the conversation, pick the time and place very carefully. Most people choose to terminate people at the end of the day; the most common day is Thursday. The rationale behind these choices is that if you do it at the end of the day, the person is less likely to run into colleagues on the way out, and doing it on a Thursday (and asking that he or she not come to work on Friday) gives the person a long weekend to begin to go though his or her emotional reaction. Out of common courtesy, I suggest you not fire people within a couple of weeks of Christmas, Thanksgiving, or their birthday.

Misconduct, or non-conforming behaviour, as it is sometimes called, can be tackled in many ways such as counseling, warning, etc. In extreme cases such as, criminal breach of trust, theft, fraud, etc. the employer is also at liberty to initiate action against the employee, if the misconduct of the latter falls within the purview of the penal provisions of the law of the land. However such proceedings generally conducted by the State agencies, are time consuming and call for a high degree of proof. In addition to the above option, the employer also has an option to deal with the erring employee within the terms of employment. In such an eventuality, the employee may be awarded any penalty which may vary from the communication of displeasure, to the severance of the employer-employee relationship i.e. dismissal from service. Disciplinary authorities play a vital role in this context. Efficiency of the disciplinary authorities is an essential pre-requisite for the effective functioning of the reward and punishment function, more specifically the latter half of it.3. There was a time when the employer was virtually free to hire and fire the employees. Over a period of time, this common law notion has gone. Today an employer can inflict punishment on an employee only after following some statutory provisions depending upon the nature of the organisation.Briefly, the various statutory provisions which govern the actions of different types of organisation are as under: (a) Government: Part XIV of the Constitution relates to the terms of employment in respect of persons appointed in connection with the affairs of the State. Any action against the employees of the Union Government and the State Governments should conform to these Constitutional provisions, which confer certain protections on the 1

She shivered under his touch, desire dampening her panties and making her clench her thighs together in an attempt to find some relief. His devilish hands relaxed their grip on her hips and slid around to cup her ass, pulling her close. Thick, hard evidence of his desire pressed against her belly. God, she wanted this man, and not just to silent the stressful thoughts always swirling in her head. She wanted him, not just the divine moment of oblivion that blocked out everything else. The realization scared her and brought some unwanted reality into the room. "We shouldn't be doing this." "Why?" He made quick work of the buttons on her petal-pink cashmere sweater and parted her cardigan. Sean gave a soft growl as he stared at her silver satin pushup bra that presented her boobs like an all-you-can-lick buffet. "Because I'm your employee?" He licked his lips and slid his thumb across the satin covering her hard nipple. "Yes," she said, sighing. An answer to his question or a response to even the lightest of touches? Both. "Easy fix." He snapped the front closure of her bra and her tits tumbled out. "I quit." Bending forward, he lifted one heavy globe and took the hard nub into his hot mouth. Fire sizzled through her veins and it felt so good she couldn't wait to burn. "You can't quit." She reached down for the top button of his jeans and flicked it open. "We need you. I need you." He released her nipple and she groaned in frustration. Then he found the hem of her skirt and inched it higher and the soft groan that floated out of her mouth was for a whole other reason. "Hire me back in about an hour or, better yet, a few days." The cool air caressed her upper thighs as he raised her skirt, but it wasn't enough to relieve the molten heat engulfing her. "I like how you think.

The organization of public-sector unions and the emergence of merit employees as a powerful interest group underscores one of the great inherent dilemmas of bureaucratic autonomy. On the one hand, the merit system was created to protect public employees from patronage and the excessive politicization of the bureaucracy. On the other hand, those same protective rules could be used to shield bureaucrats from accountability, making them hard to fire when they failed to perform. Bureaucratic autonomy could lead to high-quality government with public officials looking to the public good. It could also protect bureaucratic self-interest in job security and pay.

The Struggle is when you wonder why you started the company in the first place. The Struggle is when people ask you why you don’t quit and you don’t know the answer. The Struggle is when your employees think you are lying and you think they may be right. The Struggle is when food loses its taste. The Struggle is when you don’t believe you should be CEO of your company. The Struggle is when you know that you are in over your head and you know that you cannot be replaced. The Struggle is when everybody thinks you are an idiot, but nobody will fire you. The Struggle is where self-doubt becomes self-hatred. The Struggle is when you are having a conversation with someone and you can’t hear a word that they are saying because all you can hear is the Struggle. The Struggle is when you want the pain to stop. The Struggle is unhappiness. The Struggle is when you go on vacation to feel better and you feel worse. The Struggle is when you are surrounded by people and you are all alone. The Struggle has no mercy. The Struggle is the land of broken promises and crushed dreams. The Struggle is a cold sweat. The Struggle is where your guts boil so much that you feel like you are going to spit blood. The Struggle is not failure, but it causes failure. Especially if you are weak. Always if you are weak. Most people are not strong enough. Every great entrepreneur from Steve Jobs to Mark Zuckerberg went through the Struggle and struggle they did, so you are not alone. But that does not mean that you will make it. You may not make it. That is why it is the Struggle. The Struggle is where greatness comes from.

methods. For instance, at Deloitte Consulting, the largest tax and financial services company in the world, employees are trained in a curriculum named “Moments That Matter,” which focuses on dealing with inflection points such as when a client complains about fees, when a colleague is fired, or when a Deloitte consultant has made a mistake. For each of those moments, there are preprogrammed routines—Get Curious, Say What No One Else Will, Apply the 5/5/5 Rule—that guide employees in how they should respond.

The second way was explained to me by a group of General Electric executives a few years back. I pressed them about their rather extreme ‘rank and yank’ system (which has been modified recently, but not much), where each year the bottom 10 percent of employees (‘C players’) are fired, the top 20 percent (‘A players’) get the lion’s share – about 80 percent – of the bonus money, and the mediocre middle 70 percent (‘B players’) get the remaining crumbs. I pressed them because a pile of studies shows that giving a few top performers most of the goodies damages team and organizational performance. This happens because people have no incentive to help others – but do have an incentive to undermine, bad-mouth, and demoralize coworkers, because pushing down others decreases the competition they face. Performance also suffers because hard workers who aren’t anointed A players become bitter and withhold effort.

If clients treat you like dirt, fire them if possible. If you can’t, charge asshole taxes, give employees who work with them combat pay, and limit everyone’s exposure to these creeps.

illusory superiority.” It is a phenomenon whereby people tend to overemphasize their positive qualities and underemphasize their negative qualities.

Mr. Smith, the president of a large corporation, calls his vice president into his office and says, “Dave, we’re making some cutbacks, so either Jack or Barbara will have to be laid off.” “Well,” says Dave, “Barbara is my best worker, but Jack has a wife and three kids. I don’t know whom to fire.” The next morning, Dave waits for his employees to arrive. Barbara is the first to come in. Dave says, “Barbara, I’ve got a problem. I’ve got to lay you or Jack off—and I don’t know what to do.” “You’d better jack off. I’ve got a headache.

There is an old saying: “Do right by people and they’ll do right by you.” I don’t hear that expression much anymore, especially in a difficult economy that makes it easy for bad supervisors to tell employees, “You should feel lucky to have a job.” I’m certain that hearing that from my supervisor would fire me up, but probably just not in the way he or she intended.

In normal times, O’Brien knew it was damn near impossible to fire a government employee.

I later became more interested in equal rights for women in the work place because of what was happening at IBM. One of the women at Remington Rand had previously been a system service girl for IBM during the war. After a system was installed, a system service girl would go out and show the users how it worked. She was the liaison between the users and the computer company. She was married and had been fired to make room for a returning veteran. When the war ended, IBM rehired all of its former employees who had left to join the military, then fired all of the married women with jobs that could be filled by men.

In a normal employer/employee relationship, I would be fired about now, but we weren’t normal. I’ve been trying to get myself fired for years, and she refuses to do it out of spite.

Though he would later become known for the catchphrase “You’re fired,” Trump usually felt uneasy getting rid of an employee. If it had to be done, he would rather delegate the task to an underling. “We always felt that if you were close enough to Donald that he would have to be the one to let you go, you had a job for life,” Res said. In

Some of these tasks are interesting. Tinkering with machines is fun. Marketing decisions, especially how to manage the Web site and AdWords, are an intellectual challenge. Some are unpleasant but lead to a satisfying conclusion, like nagging customers for past-due payments. (They've always paid me, eventually.) Some are frightening, I can change an employee's life with my decisions about pay rates and whether to hire and fire. And many are just aggravating: the taxes, insurance purchases, legal issues, and some of the employee interactions. Each layer of government, each enormous and indifferent private bureaucracy, requires its own special knowledge: the right form filled out the correct way and filed at the right time. Learning how to complete on type of tax filing tells you nothing whatsoever about how to fill out the next form. One health insurer presents a quote one way, another in an entirely different way, and both require extensive study to determine the best choice. It's like stepping back to an old, old world where every tree, every rock, every stream is inhabited by its own resident spirit, and each needs to be mollified in the correct manner. Or very bad things happen. I didn't start my company to do any of this. I had no idea, when I decided that I would make furniture in exchange for money, that this was in my future. And the strange universe of administration expands as the company grows.

Now that you understand the key players in ecosystems, here are the key principles of building an ecosystem. They are similar to the principles of creating a community discussed in chapter 8, “The Art of Evangelizing.” CREATE SOMETHING WORTHY OF AN ECOSYSTEM. Once again, the key to evangelism, sales, presentations, and now ecosystems is a great product. In fact, if you create a great product, you may not be able to stop an ecosystem from forming. By contrast, it’s hard to build an ecosystem around crap. DESIGNATE A CHAMPION. Many employees would like to help build an ecosystem, but who wakes up every day with this task at the top of her list of priorities? Another way to look at this is, “Who’s going to get fired if an ecosystem doesn’t happen?” Ecosystems need a champion—an identifiable hero—within the company to carry the flag for the community. DON’T COMPETE WITH THE ECOSYSTEM. If you want people or organizations to take part in your ecosystem, then you shouldn’t compete with them. For example, if you want people to create apps for your product, then don’t sell (or give away) apps that do the same thing. It was hard to convince companies to create a Macintosh word processor when Apple was giving away MacWrite. CREATE AN OPEN SYSTEM. An “open system” means that there are minimal requirements to participating and minimal controls on what you can do. A “closed system” means that you control who participates and what they can do. Either can work, but I recommend an open system because it appeals to my trusting, anarchic personality. This means that members of your ecosystem will be able to write apps, access data, and interact with your product. I’m using software terminology here, but the point is to enable people to customize and tweak your product. PUBLISH INFORMATION. The natural complement of an open system is publishing books and articles about the product. This spreads information to people on the periphery of a product. Publishing also communicates to the world that your startup is open and willing to help external parties. FOSTER DISCOURSE. The definition of “discourse” is “verbal exchange.” The key word is “exchange.” Any company that wants an ecosystem should foster the exchange of ideas and opinions. This means your website should provide a forum where people can engage with other members as well as your employees. This doesn’t mean that you let the ecosystem run your company, but you should hear what members have to say. WELCOME CRITICISM. Most organizations feel warm and fuzzy toward their ecosystem as long as the ecosystem says nice things, buys their products, and never complains. The minute that the ecosystem says anything negative, however, many organizations freak out and get defensive. This is dumb. A healthy ecosystem is a long-term relationship, so an organization shouldn’t file for divorce at the first sign of discord. Indeed, the more an organization welcomes—or even celebrates—criticism, the stronger its bonds to its ecosystem become. CREATE A NONMONETARY REWARD SYSTEM. You already know how I feel about paying people off to help you, but this doesn’t mean you shouldn’t reward people in other ways. Things as simple as public recognition, badges, points, and credits have more impact than a few bucks. Many people don’t participate in an ecosystem for the money, so don’t insult them by rewarding them with it.

Every time you open your mouth, you influence the culture of the workplace. You have the opportunity to change and improve employee morale, engagement, and productivity. You can affirm worth and potential by providing encouragement and showing support for your people. You can ignite a fire within people. To

So I steeled myself and fired him. I knew that he would have a hard time getting another job, but I did it anyway. After he left, I broke down myself. Depriving someone of employment is no joke. But the mood of the other employees improved immediately. And that taught me a valuable lesson: bad employees make good employees feel bad. It makes them wonder why they should follow the rules. If the boss doesn’t care, why bother? My workers are craftsmen and have their own standards for behavior: show up, work hard, and try their best to make a good product. Seeing a coworker get away with sloppy work and laziness is a slap in the face. They hate it.

In brief, anyone who has worked at one or two workplaces in America is familiar with that type of middle management or upper management individuals whose job is almost exclusively to create unnecessary tasks and procedures that turn the lives of employees under them into an absolute nightmare. What usually happens under such toxic circumstances? Nothing. A deafening silence from most employees. In fact, many employees not only remain silent out of fear of getting fired, they go as far as putting on fake smiles (or even loud laughter) to survive. Some walk around the office with the attitude of ‘I love my job!’ ‘I love my life!’ ‘I am living the dream!’ to please middle and upper management.

The judges believed Uber and Lyft to be more powerful than they were willing to admit, but they also conceded that the companies did not have the same power over employees as an old-economy employer like Walmart. “The jury in this case will be handed a square peg and asked to choose between two round holes,” Judge Chhabria wrote. Judge Chen, meanwhile, wondered whether Uber, despite a claim of impotence at the center of the network, exerted a kind of invisible power over drivers that might give them a case. In order to define this new power, he decided to turn where few judges do: the late French philosopher Michel Foucault. In a remarkable passage, Judge Chen compared Uber’s power to that of the guards at the center of the Panopticon, which Foucault famously analyzed in Discipline and Punish. The Panopticon was a design for a circular prison building dreamed up in the eighteenth century by the philosopher Jeremy Bentham. The idea was to empower a solitary guard in the center of the building to watch over a large number of inmates, not because he was actually able to see them all at once, but because the design kept any prisoner from knowing who was being observed at any given moment. Foucault analyzed the nature and working of power in the Panopticon, and the judge found it analogous to Uber’s. He quoted a line about the “state of conscious and permanent visibility that assures the automatic functioning of power.” The judge was suggesting that the various ways in which Uber monitored, tracked, controlled, and gave feedback on the service of its drivers amounted to the “functioning of power,” even if the familiar trappings of power—ownership of assets, control over an employee’s time—were missing. The drivers weren’t like factory workers employed and regimented by a plant, yet they weren’t independent contractors who could do whatever they pleased. They could be fired for small infractions. That is power. It can be disturbing that the most influential emerging power center of our age is in the habit of denying its power, and therefore of promoting a vision of change that changes nothing meaningful while enriching itself. Its posture is not entirely cynical, though. The technology world has long maintained that the tools it creates are inherently leveling and will serve to collapse power divides rather than widen them.

Top 10 Ways to Instill Customer Service into Your Company 1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top. 2. Make WOW a verb that is part of your company’s everyday vocabulary. 3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare. 4. Realize that it’s okay to fire customers who are insatiable or abuse your employees. 5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. 6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well. 7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize. 8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company. 9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Another famous and controversial tactic—often called “rank-and-yank”—forced managers to come up with an annual ranking of the performance of their workers. The bottom 10 percent would be put on notice, and if they didn’t improve, they were fired. The constant pressure from this kind of tactic only added to employee tension. Rank-and-yank worked well for GE’s acquisitions, providing a formula for trimming fat and squeezing profits out of the operations. But some managers didn’t see it as helpful, especially after it had been used for a few years and some competent employees were ending up in the bottom 10 percent. You can trim fat only for so long. Also, some thought that the policy made workers fight each other for survival and inhibited managers’ ability to bring their workers together to operate as a team for the good of the company. One manager tried to subvert the system by putting an employee who’d recently died in the bottom 10 percent of the ranking list in order to save another employee’s job.

Do not pass between two Brahmins; a Brahmin and a sacrificial fire; a husband and a wife; an employer and his employee; a plough and an ox.

Being terminated for any of the items listed below may constitute wrongful termination: Discrimination: The employer cannot terminate employment because the employee is a certain race, nationality, religion, sex, age, or (in some jurisdictions) sexual orientation. Retaliation: An employer cannot fire an employee because the employee filed a claim of discrimination or is participating in an investigation for discrimination. In the US, this "retaliation" is forbidden under civil rights law. Reporting a Violation of Law to Government Authorities: also known as a whistleblower law, an employee who falls under whistleblower protections may not lawfully be fired for reporting an employer's legal violation or for similar activity that is protected by the law. Employee's refusal to commit an illegal act: An employer is not permitted to fire an employee because the employee refuses to commit an act that is illegal. Employer is not following the company's own termination procedures: In some cases, an employee handbook or company policy outlines a procedure that must be followed before an employee is terminated. If the employer fires an employee without following this procedure, depending upon the laws of the jurisdiction in which the termination occurs, the employee may have a claim for wrongful termination. … In the United States, termination of employment is not legal if it is based on your membership in a group protected from discrimination by law. It is unlawful for an employer to terminate an employee based upon factors including employee's race, religion, national origin, sex, disability, medical condition, pregnancy, or age (over 40), pursuant to U.S. federal laws such as Title VII of the Civil Rights Act of 1964, the Americans with Disabilities Act of 1990 and the Age Discrimination in Employment Act of 1967. … Many laws also prohibit termination, even of at-will employees. For example, whistleblower laws may protect an employee who reports a legal or safety violation by the employer to an appropriate oversight agency. Most states prohibit employers from firing employees in retaliation for filing a workers' compensation claim, or making a wage complaint over unpaid wages. [firing someone for political affiliation or activism away from work is not on the list]

Then there was a disturbance in the kitchen and he went to investigate. When he came back, he said, “It was nothing, the mop caught fire. All my employees are fools.

If you have a great and loyal executive, how do you communicate all this? How do you tell her that despite the massive effort and great job she is doing today, you might fire her next year if she doesn’t keep up with the changes in the business? When I used to review executives, I would tell them, “You are doing a great job at your current job, but the plan says that we will have twice as many employees next year as we have right now. Therefore, you will have a new and very different job and I will have to reevaluate you on the basis of that job. If it makes you feel better, that rule goes for everyone on the team, including me.

In the wake of the attack against him, Fulgencio Batista began demanding public demonstrations of loyalty from anyone who depended on government largesse or favors—public employees, landowners, pro-Batista union leaders, businessmen, and bankers. Workers who failed to take part in scheduled demonstrations could be fired. A succession of industrial leaders, fearful of alienating the regime, called on Batista to offer their sympathy and pledge their allegiance.

I know Jimmy believes that the company’s evaluations are meaningless. Mildred appears naïve. Employees are always surprised when they’re let go and they have no idea who to turn to. They’ve heard of Jimmy. He exists in some mythical employment realm, like the Yeti; and he’s as popular, with management, as Oscar Schindler once was with ex-Nazis. I tell Mildred that Jimmy will get back to her. For Mildred, it’s a long wait. I hang up, leaving her to the lonely world of the recently fired.

Crews that fight forest fires in Oregon are now so heavily Hispanic that in 2003, the Oregon Department of Forestry required that crew chiefs be bilingual. In 2006, the department started forcing out veterans. Jaime Pickering, who used to run a squad of 20 firefighters, says the rule means “job losses for Americans—the white people.” Zita Wilensky, a 16-year veteran, was the only white employee of Miami-Dade County Domestic Violence Unit. Her co-workers made fun of her and called her gringa and Americana. Miss Wilensky says her boss gave her 60 days to learn Spanish, and fired her when she failed to do so. It is increasingly common, therefore, for Americans to be penalized because they cannot speak Spanish, but employers who insist that workers speak English are guilty of discrimination. In 2001, the Equal Employment Opportunity Commission forced a small Catholic college in San Antonio to pay $2.4 million to housekeepers who were required to speak English at work. There are now about 45 million Hispanics in the country. What will the status of Spanish be when there are 130 million Hispanics, as the Census Bureau projects for 2050? In 2000, President Bill Clinton decided that the prohibition against discrimination because of “national origin” in the Civil Rights Act of 1964 meant that if a foreigner cannot speak to a government agency in his own language he is a victim. Executive Order 13166 required all local governments that receive federal money (all of them, essentially) to translate official documents into any language spoken by at least 3,000 people in the area or 10 percent of the local population. It also required interpreters for non-English speakers. In 2002, the Office of Management and Budget estimated that hospitals alone would spend $268 million every year implementing Executive Order 13166, and state departments of motor vehicles would spend $8.5 million. OMB estimated that communicating with food stamp recipients who don’t speak English would cost $25.2 million per year.

Yuki Noguchi, a reporter for NPR, said that Damore's firing has raised questions regarding the limits of free speech in the workplace. First Amendment free speech protections usually do not extend into the workplace, as the First Amendment restricts government action but not the actions of private employers, and employers have a duty to protect their employees against a hostile work environment.