Consumer Advocates are GOOD for everyone.
I love reading Elliott's stories, of how his agency corrected the oversight, delays, malfeasances, from Corporations, who for whatever reason(s), are NOT living up to their standards, their Terms, THE LAW, in the selected cases he shares.Advocacy is important, and saves EVERYONE money. It's true. While bad employees may play narcissistic games with certain customers, or the corporation itself just dropped the ball in some way; while statistically their run-around, saves them money in their current cycle P&L, just wait long enough, and the Class Actions or Independent Civil Suit, costs them more than solving the problem in the first place, generally. The consumer's time can never be gotten back, but it's a small win for each customer who was wronged.
And it keeps corporations in check. All Corporate Problems are People Problems. So that means they have an employee, who is either failing or breaking the law, somewhere in the chain and sequence. Or a manager or leader, who is ignoring the bad egg on their team, or willfully committing fraud.
Having a problem, always costs more than prevention.
VC funded companies that I've worked at, have teams, and build prevention into their model, from day zero. These, are the best places to work for, and be a part of from my experience. Not a blanket statement about VC, as it also takes discretion. The companies I picked, the leadership team was honest.
Smaller companies can avoid fixing the problem, and this is often like the Movie Pyramid, Time v Money v Quality. The error ended up being BUILT-IN to their model, often due to:
(i) Their leader(s), being strong in one or more areas, but no one can know everything. That error, shows where they need to strengthen or shore up.
(ii) Not enough time; they're caught in a cycle with not enough employees, and too much work, and/or a previous "unexpected problem" that they're still trying to overcome. This problem, is fixed by carving out time for leadership training and reprioritizing. When the leader works with experts and re-evaluates their priorities, they start making different decisions daily, and their company begins to transform.
(iii) Not enough money. Often due to initial sticker shock. When they see the price tag of fixing the problem, it's an expense they feel they cannot afford. They have to change the timeline, to see the cost clearly, and how correcting it, is actually protecting them, saving them time and expense.
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How do you feel, when you support something that is bigger than you, that helps others? And how does that feeling, keep on giving back to you?