No Complaints Does Not Necessarily Mean Good Performance — It Maybe Just An Aversion To Risk Creative Ideas!

When employees are overly cautious and avoid taking risks, they may miss out on opportunities to introduce new techniques, products or processes that could significantly enhance the company’s performance, says Murugan Santhanam.

“He would be the winner if the company awarded first prize to the person who had more complaints from the customers.”

The president of our Textile division, with an air of condescension, remarked with a derisive smile pointing his hand towards me.

He could have otherwise publicly called me a loser!

It was one of our monthly meetings within the various divisions of our textile company, and there were plant heads, production, and quality in-charges present in that meeting hall.

As I looked around the room, I saw the faces of my colleagues. Some looked sympathetic, others indifferent, and a few seemed to relish in my discomfort. The mixture of pity and value judgment in their eyes was almost too much to bear. I felt isolated as if a chasm had opened up between me and everyone else in the room.

I experienced a moment that could have easily broken my spirit. His words stung deeply, especially when spoken in front of my peers and colleagues.

In that instant, a wave of emotions crashed over me. I felt a sharp pang of humiliation as if the ground had been pulled out from under me. My heart raced, and I could feel the heat rising to my face. The president’s words echoed in my mind, each syllable a reminder of my perceived failures. I felt exposed, vulnerable, and utterly defeated.

Anger soon followed, a burning sensation in my chest. How could he say such a thing? The unfairness of his comment gnawed at me. I had worked tirelessly, often going above and beyond to address customer concerns. Yet, here I was, being ridiculed for my efforts. The injustice of it all made my blood boil.

At that moment, I wanted nothing more than to disappear, to escape the harsh spotlight that had been thrust upon me. But I knew I couldn’t. I had to stand my ground, even if it felt like the weight of the world was pressing down on my shoulders.

The irony of the situation was palpable. While others in the company were content to stick to the tried-and-trodden path, producing regular products with no real value addition, I was taking risks. I was experimenting with new items, creating innovative yarns using different blends and incorporating functional elements. These creative endeavours, born out of a desire to push the boundaries of what we could offer, naturally led to a higher number of complaints. We were venturing into uncharted territory, and with that came the inevitable learning curve and initial setbacks.

Despite the president’s harsh criticism, I knew that the path I had chosen was the right one. I believed in the potential of my innovative products and refused to let that moment of public humiliation deter me. Our team and I continued to refine our creations, addressing the complaints and improving the quality of our offerings. It was not an easy journey, but we were determined to show the value of our work.

Two years later, our efforts began to bear fruit. The same products that had once attracted complaints were now receiving accolades. Customers who had once been sceptical were now singing our praises. Our sales figures reflected this turnaround, showing a significant increase in profit. More importantly, the appreciation from our customers validated the hard work and creativity that had gone into our products.

What does the anecdote reveal?
Receiving no complaints does not necessarily mean that the persons concerned have worked efficiently. It is possible that they might not have taken any risks in trying creative ideas that could benefit the company. In a dynamic industry like textiles, innovation and creativity are crucial for staying competitive and meeting evolving customer demands.

When employees are overly cautious and avoid taking risks, they may miss out on opportunities to introduce new techniques, products or processes that could significantly enhance the company’s performance. Therefore, the absence of complaints should not be the sole criterion for evaluating an employee’s efficiency or contribution.

Management should be careful in analyzing the facts before giving any verdict (more correctly, before hurting an employee). A comprehensive evaluation should consider various aspects, including the employee’s willingness to innovate, their problem-solving skills and their ability to adapt to changing circumstances. By taking a holistic approach to performance assessment, management can ensure that they recognize and reward true contributions rather than just considering the absence of issues.

When employees feel that their efforts to innovate are valued and that they are not penalized for taking calculated risks, they are more likely to experiment with new ideas and approaches. This, in turn, can lead to breakthroughs that drive the company’s growth and success.

By fostering an environment where employees feel safe to express their ideas and take risks, the company can tap into the full potential of its workforce and stay ahead in the competitive textile industry.

(Murugan Santhanam is the Managing Director of Texdoc Online Solution Pvt. Ltd.)