Culture of Ideal Image: put policies in effect that negatively impact clients/customers, staff and management. Failure to be transparent. Leave the clinics to pick up the pieces.
Negative Google reviews/NPS are pouring in daily, and in the masses, that directly call out the companies poor policies and culture. Then our CEO states on a nation call "our clients are mad that no one is getting back to them." Incredibly tone deaf. As management does, in fact, get back to the clients. The issue is that management has their hands tied and has to tell these upset people "sorry, I cannot do anything for you." Clients spend thousands of dollars to get treatments in our clinics, and if they do not get in within their contract dates, management is supposed to tell them "sorry, it's expired." or throw their own bonuses down the toilet. Managers are told by corporate "you can give out free treatments at your discretion." But then turn around and take away bonuses for giving out too many, in their opinion. But if we don't give out those treatments for upset clients, we get hit by negative reviews, which management is also bonused from.
As you can see, this creates a poor culture. As the process goes like this 1) Client purchases with us 2) we cannot get them in a certain amount of time/or client chooses not to use treatments right away 3) expired contracts 4) cannot extend 5) bad google review/NPS 6) management calls and is unable to extend OR gives out "comp" treatments 7) management does not get bonuses from either poor google reviews or giving out too many "free" treatments. Completely backwards. Shoving Google reviews down the clinics throats when corporate is only looking to put a band aid on the issues instead of looking at the deep-set issues in the whole organization. Taking away managements ability to run a business is an oxymoron.
CEO hosts calls where he talks highly about the sales team but glosses over why the company exists - the clinics. The clinics are operating everyday with highly educated, driven, smart and talented people who do not get any credit as they do not bring in enough money. Without the clinics, sales wouldn't exist. CEO passes blame for poor NPS scores on the clinics and clinic management. Even stating that the most recent NPS score is the lowest he has ever seen in his career. I think we need to take deeper look at what is flowing down from the top prior to shifting blame to the clinics.
Reporting is consistently incorrect with no apology at the amount of time and pay this is taking away from our teams. They take the approach of "maybe if we pretend it isn't happening, it will go away." They want to talk all about change management and "trusting the process" but unwilling to be transparent about changes.
Corporate management hosts national calls for field leadership asking for direct feedback and questions. As the feedback and questions roll in, we get hit back with "don't throw stones in a glass house". And then continues to get defensive and turn things around on field management. Saying we need to figure our stuff out before we can insinuate there are opportunities in other areas. Making mocking statements at questions and concerns being brought to the table. Even if this *new* management does understand the business, they are doing a good job at acting like they've never walked a day in our shoes or industry.
Change is good. Growth is good. What is not good, is acting like a bull in a china shop, and being unwilling to see eye to eye the people running their clinics. People who have been working day in and day out in the clinics and who have 15+ years experience in the industry and management.
