Earlier this month, a British CEO made an email contact with one of his clients to the surprise of the woman.
This guy isn’t a famous grump, like Ryanair’s boss Michael O’Leary, who once said قال The idea that the customer was always right was “the clicker”.
It also doesn’t make like news James Watt, co-founder of craft beer group, BrewDog, who was last week vow To listen and learn after dozens of former employees wrote open letter Alleging that the company is riddled with “toxic attitudes” and has a “corrupt culture.”
His name is James Price and he is runs group founded by Everything is hereditary, which is one of the providers of Covid testing in the UK Government Lists For travelers who need to demonstrate their ability to leave quarantine safely.
The email dust started when a friend of mine who traveled to London from abroad wrote to ask for a refund because the test results I had requested from his company did not turn up in the expected time.
Price wrote back to say that as far as he could tell, his company had complied with the advertised turnaround times, and if he paid the refund there would be no test score.
My friend protested desperately, fearing that this would mean she would be trapped in the house for much longer. She said she needed the outcome and that refunds would encourage customer loyalty, which Price told her frankly: “We prefer returning customers who understand what they are buying.”
In the end he relented when he showed what one of his employees had told her about when her results would be ready. He admitted she had received incorrect customer service information, and offered her a refund and test results, but it was too late.
My friend, a former senior manager, said she found his situation so troubling that she would never use his company again.
Price later told me he was sorry for any poor service, including his responses to customer complaints, which will now be dealt with by others in the company.
The list ranked presidents in the US, UK, Canada, France and Germany over the turbulent 12 months through May this year, using an internal rating system that measures the quality, quantity and consistency of reviews.
Among his most notable findings: Microsoft’s Satya Nadella made it to the list of all countries except France, which is a bit demanding, according to Glassdoor.
Facebook’s Mark Zuckerberg failed to make it to the top 100 US CEOs list for the first time since the rankings began in 2013, when he took first place, which is also a major achievement.
All this is interesting, as are the reasons given by the employees to rate these bosses highly. Not only did they offer decent wages, good benefits, and career development, many of them also earned points for offering flexible or remote work.
It is good to know all this. However, my friend’s experience served as a reminder that it can also be a good idea to have a trusted list of the worst CEOs. Wouldn’t that provide a more useful guide to employees, customers, and potential investors, especially when it comes to smaller, less scrutinized companies? I know some people have tried such things over the years, but no one has the weight of Glassdoor. When I asked the site if it had considered such a list, the spokesperson said he hadn’t. “We prefer to look at the best practices and those that are working well.”
He noted that CEOs get a Glassdoor rating based on cumulative reviews – as opposed to the most recent rating for the last year – and those ratings can be helpful.
Ryanair’s O’Leary earned just 43 percent, well below the site’s average CEO rating of 73 percent. Watt’s product from BrewDog comes in at just 52 percent.
It’s all very well, but if the site came up with an annual ranking of the worst CEOs, I know I wouldn’t be the only one eager to read it.
Twitter: Tweet embed