My family owns a trucking organization and we cover several regions across the United States. I’m learning the business through my role in logistics in our national office, and I’m enjoying it a great deal and plan to make my career with the company.
So here’s my question: My last name is the name of the company, and while it’s a source of pride for me, it’s also a problem. Customers and vendors call our offices and ask for the directory of employees, and once they hear my last name, they inevitably connect to my extension. So I end up hearing customers’ complaints, and feel obligated to respond to them and direct them to the right person. I also feel that I should let my dad and uncles know what I’m hearing, but some of the complaints are about specific employees. My supervisor is aware of the issue, and thankfully understands it, but I still feel caught in the middle.
I’m not sure that I have a lot to add, since it sounds like you are very much aware of the sensitivities and you handling them quite well. You’re respecting your supervisor, you’re responding to customer concerns appropriately, and you’re trying hard not to let your name get in the way of your learning.
I do think that the issue you’re raising about letting your dad know about the complaints is important. I’ll give you my opinion on that, though I know others may disagree. I believe that when an organization is strong and its employees are committed to excellence, customer complaints or concerns can be handled and resolved quickly. I don’t think CEOs or high-level managers need to be involved in every problem. You’ve involved your supervisor, which is great; let your supervisor decide what needs to be shared more broadly. Actually, I consider your current “front line” experience with customers and vendors a significant part of your learning now; in fact, it may be the most important thing you can learn in addition to the technical information you’re learning about the logistics field.
Your name is important, but your commitment and competence and “emotional intelligence” will prove to be most important over time, and these qualities are particularly important now as you form relationships with other employees and earn their trust. You wouldn’t want to jeopardize that, and it doesn’t sound like you are. I think you’re handling your role in the best possible way!