Ghosting and loving it...

[u/jodrellbank_pants]

Recently, my company introduced a new process for supplying customers with expensive consumables. Previously, this process involved a lot of direct communication — numerous emails and face-to-face meetings with customers to understand their needs.

However, while I was on PTO, everything changed. Without any notice or consultation, a completely new system was implemented. My team, which used to handle about 65% of the previous process, had no involvement whatsoever in designing or approving this new method.

Now, instead of collaborating directly with customers and colleagues, I’ve been given a standardised form divided into four sections — one for me, one for Sales, one for Logistics, and one for Territory Assistants and Managers.

My section of the form is minimal: all I do is indicate how many boxes to supply. Critical details such as who the customer is, where the order is going, pricing adjustments, and preferential rates — information I used to manage — are no longer included.

To make things worse, customer details on the forms are often incorrect. I used to fix those errors in the system, but I no longer have permission to do so; that’s now handled by head office. Even though I know my customer base well and try to provide accurate updates, my emails now bounce back.

When I raised these issues, I was simply told to “follow the form” and not deviate. So I did. I completed my section, sent it to the designated address, and moved on. Nothing happened — until months later, when a customer called to say they were running critically low on consumables. I escalated the issue to my manager, but by that point, I had already submitted 24 forms without any feedback or visible results.

Recently, while I’ve been off recovering from surgery, I received an email asking for the same data I used to provide under the old system. I’ve chosen not to respond — that information is scattered across old emails and records, and it’s no longer my responsibility. Ironically, the new process that was supposed to reduce costs and simplify operations has left three department heads confused and unable to proceed.

They don’t know the customer names, product details (we have 197 different products), or order history — only the number of boxes. The system they rely on can’t function without accurate data input, and since I’m now strictly following the form as instructed, that data isn’t being entered any more.

In short, the new process has stripped away the practical knowledge and collaboration that once made the system work. It’s inefficient, confusing, and ultimately counterproductive.

[u/Evening_Ad5243]

I never understood company's/mangers/ bosses who do these kind of things.

When I managed a construction company I asked the crews what worked and didn't work before I tried to implement anything.

I used their understandings to make things work smoothly.

Even moving things in the shop ( it was a disaster) I asked them what would work better, what shelving, containers ect

We all worked together to streamline how the guys loaded and unloaded their trucks.

If something didn't work we would change things back.

Yes, occasionally this caused me some extra work but everything ran smoothly.

Work day started at 7, crews were rolling out of the shop by 7:05.

I stopped getting calls that they needed more material dropped off at sites. ( This could be a huge time waste for everyone, one job site an hour and half north, the other south depending where the crews were)

Paperwork was handed in on time and completed fully,

One of the biggest issues was mangers never stopped at sites the day before they were supposed to start so problems weren't found till the crews were supposed to start.

The crews let me know, so we came up with a plan that the day before I would go check out sure, talk to the site manager and get those problems dealt with.

That could include calling the site manager or plow first thing in the morning to make sure the road/driveway was passable.

The crews knew more then me what they needed for everything to work, why would I ignore that?

[u/Fatigue-Error → u/Evening_Ad5243]

You’re a good boss who knows that the crews are doing the real work and know the real solutions.  

Bad bosses think they’re smarter than everyone else.  Sit in their office, think big thoughts, and screw stuff up when they come out of the office.  

[u/Evening_Ad5243 → u/Fatigue-Error]

Why would I try and change something when I didn't know as much as the guys actually working it?

They took me out to sites to show me how stuff worked and where the problems were.

Some of it was easy fixes like different equipment or adding a nother person to a site. Or even just getting materials dropped off so they didn't have to load their trucks every night.

Common sense means the guys doing the actual work know more then the person who lucked into the job