On Hiding

On the 5th of January I sent an email. It bounced back at me - weird...

And, then another. But, not every email - hmmm...

Long story short, my domain was hacked. Many of your servers blocked me. What the hell!?!

The Hiding-Behind-Policy Game

Thus started the investigation. Dozens of hours on tech support. Just as many on AI convos. Just as many in meetings and at laptops testing, reconfiguring, and surfacing unintended consequences.

As “the boss” I experienced every stage of the grief. It came out in my communication with all the tech agents I spoke to. I was nice, I was nasty, I pleaded, I threatened, and I begged. I cried and I laughed...

Right now, I send this message hoping it will get to you. We still do not have clarity that the problem is solved.

The experience was terrible, and still hangs over us.

Yet the companies involved hid behind policy. In Little Britain terms, "Computer says No" is fundamentally their response.

A flat-out refusal to escalate the issue to anyone with authority to help us. This from businesses with estimated annual revenues of US$400 billion, US$300 billion, and $US$320 million respectively.

Simply put, they hid behind policy. It was their systems. No override possible.

What a joke. A lie. A pitiful and disgusting response.

The Service-Over-Policy Game

While this was all happening, I experienced something very different.

A pair of golf shoes I needed to exchange had been sitting there for months. I called this Melbourne-based small business sheepishly knowing their policy of 30 days had expired.

Without hesitation, Oliver sorted me out. I was so thankful.

And, there was the science mag subscription for teenagers I purchased for my nephew over Christmas. They sent it to me rather than to his address.

I called up hoping they would be happy to reissue, and once again, without hesitation, they took the hit and immediately said, "keep the ones you've got, we'll send out replacements to your nephew".

Cheers Diana.

For context, these companies estimated revenues currently sit at around US$5-15 million.

What’s it going to be?

We have constant moments in our work to either hide behind policy or do the right thing. The interesting thing is, by doing the right thing we are in fact doing the best thing for ourselves.

I am actively exploring the futile options of detaching from the monopolised tech companies at the heart of this experience (one I know many others have gone through). I am also lining up all the golf shoes I want to buy from Oliver and his mates.

Ironically, the businesses with the most resources tend to hide. It is baked into cultures with the perverse perception it will help protect the bottom line or protect against risks.

No. It’s never been good business. It p*sses people off. It turns brand loyalty into disdain.

For individual leaders caught up in this, it’s not fun. We wonder why we hate our jobs - often it is the tension between following the “company line” and our values.

The choice for all of us (in the big and small moments) is to hide, or to show care, compassion, and serve when people need and value our help (what a bizarre thing to have to write!)

And, then do this as a habit.

My call out is to ask:

Which one will help your reputation and which one will hinder?

Which one will help your results or hurt them?

Which one will increase or destroy your Return On Effort?