Safeguard Your Hx Factor: Beware of Corporate Draculas
Harman Chopra, 46, the Chief Growth Officer at a leading insurance service provider, InsuClick Pvt. Ltd (name changed), is the Founders’ favorite, credited with a consistent 56% year-on-year revenue growth for the past three years.
Before joining InsuClick, Harman was the CXO at another insurance company but was sacked for his obnoxious and rude behaviour toward his team. Despite this, the Founders of InsuClick hired Harman, needing someone who could not only manage the organization’s growth but also implement some customer experience best practices.
As CGO, the Customer Experience and Marketing teams report to him. Ojas Kapadia, Head of Customer Experience, has been bearing the brunt of Harman’s behaviour daily. A micromanager, Harman spends an hour each day identifying mistakes made by Ojas’s team, yells at him during meetings, and takes stringent action against employees who make the same mistake more than once.
Ojas has repeatedly tried to intervene, explaining that the mistakes are merely typographical in written communication, while overall customer satisfaction with queries has been great. He has also filed a complaint against Harman for his obnoxious and rude behaviour towards him and the rest of the CX team for no reason. Ojas contacted the Founders, who assured him of strict action against Harman. Despite this assurance, nothing has changed, and Ojas’s pleas have fallen on deaf ears.
Harman has become more aggressive, using abusive language towards those who delay their response by 5 minutes, make mistakes over calls, forget protocols, or deviate from the usual customer service script.
This has impacted Ojas’s overall performance rating and that of his team. Statistically, Ojas’s team has resolved 95% of the overall claims, which is 3% above their target range. Despite this, Ojas and a few of his direct reports have received average performance ratings and final warnings to improve.
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Leaders like Harman are “Corporate Draculas,” sucking the blood and energy from their employees. Organizations should ensure that such Corporate Draculas are reprimanded for their behaviour through warnings or immediate termination due to their ruthlessness.
Such leaders impact the overall Hx Factor of the organization. The Hx Factor focuses on both Employee Experience and Customer Experience. People like Harman Chopra believe in creating an exceptional customer experience through courteous behaviour, which is the opposite of their true nature.
Such narcissistic Corporate Draculas need to be sacked immediately if organizations—especially HR and the Founders—wish to create an exceptional experience for their employees and maintain their retention targets. It is alarming that 50% of the workforce leaves their company due to such Corporate Draculas.
Many know this, yet some HR leaders and Founders prefer to ignore the fact for as long as their Corporate Draculas are bringing in business. But who cares about the ones who quit?
Do you have Corporate Draculas in your organization? If so, then you need to get your Dracula Hunters in place and ensure these Corporate Draculas are sacked!
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