“I don’t know why my team is behaving this way,” Riley complained. “I know we drive our people hard, and I know we expect a lot from them, but they knew that when they signed up for the job. We are a very intense organization.”
“How are they behaving?” I wanted to know.
“You can see them dragging into a meeting. Smiles are few and far between. It’s like they need a vacation really bad. Bordering on burn-out. I know we expect them to be responsive on their smart-phones, even after hours, but we are in the service business. We don’t know when our customers are going to call, or some project is going to go sideways.”
“So, in addition to working a normal day-shift, they are on-call after hours?”
Riley nodded. “Yes, but they get on-call pay, even if nothing happens. And we rotate that, so it’s not like it’s every day.”
“So, what is causing the fatigue,” I asked.
“I don’t know. It’s just that we are intense. If we relax, details get missed. And, missed details can turn into real problems. We have to keep our guard up.”
“And, if you keep your guard up and no details are missed, what happens?”
Riley had to stop and think. “Nothing special. Things go smooth, no one panics, but it’s not like we win the Super Bowl.”
“When your team does a really good job, it’s nothing special. So, who appreciates it, when they do a really good job?”
“No one really,” Riley admitted. “A really good job just means that no one is upset, mostly the customer.”
“Kind of like running a nuclear power plant,” I said. “If we do our job well, everyone gets electricity, the reactor doesn’t melt down and nobody dies.”