The Climb | Episode 4: The Work Phone

Kelly shifts uncomfortably in her chair.

Barry's question catches her off guard.

"What is this I hear about you helping someone who's on a PIP that isn't even on your team?"

Kelly shakes her head.

"Oh, you mean Darren."

Barry raises an eyebrow.

"He asked me to."

Kelly sighs.

"But before we could even talk about it, you called me into your office."

Barry studies her for a moment.

"So... you don't know why he's on a PIP?"

Kelly shakes her head again.

"No."

"I don't know the details."

"I haven't even had the chance to talk to him."

Barry nods.

"Good."

Kelly looks surprised.

Barry leans forward.

"Then my advice is simple."

"Stay out of it."

Kelly doesn't answer.

"Friends shouldn't get involved in their friends' performance issues."

"Whether they're doing well or struggling."

He pauses.

"If Darren needs guidance, encourage him to find a mentor."

"Someone who isn't emotionally connected to the situation."

Barry smiles slightly.

"You have enough to learn right now."

Kelly nods.

"I understand."

As she walks out of Barry's office, she glances across the floor.

Darren gives her a questioning look.

Kelly simply mouths one word.

Later 

---

The next morning, Kelly arrives at her desk and notices a small note sitting on her keyboard.

Please see Help Desk.

She grabs her laptop and heads over to the IT Department.

A few minutes later, the technician behind the counter slides a small box toward her.

Kelly opens it.

Inside is a brand-new company cell phone.

She can't help but grin.

"I finally got one."

The technician laughs.

"Welcome to the club… and all that comes along with it”

Kelly pauses, then thanks him and hurries back upstairs.

She carefully places the phone in the center of her desk.

Front and center so that anyone walking by could see it.

She had officially arrived.

Every few minutes...

She picks it up.

No new calls or texts.

Five minutes later...

She checks again.

Still nothing.

Another few minutes pass.

She checks her email...

...from the phone...

...even though her laptop is open right in front of her.

By lunchtime, the excitement has started to wear off.

Besides, it is still a work phone…

Not a winning lottery ticket.

---

That afternoon Barry scheduled Kelly’s first official team meeting.

She was both excited and nervous.

As Kelly made her way to the meeting, she noticed Jordan stepping out of a conference room.

Close behind her was Benny, her fiancé.

Something was clearly wrong.

Benny looked frustrated.

"Jordan... just keep it."

He held out a small box toward her.

"At least keep the perfume. I paid way too much money for it to go to waste."

Jordan glanced down the hallway and quickly took the box.

"Benny, not here."

Her smile was polite...

But obviously forced.

Without another word, she hurried down the hallway, doing her best to maintain her professional composure.

Kelly instinctively stepped back around the corner before Jordan could see her.

She waited a few seconds.

Then quietly continued toward her meeting, pretending she hadn't seen a thing. 

---

Kelly walked quickly into the meeting and grabbed a seat close to the front.

"Before we get started," Barry says, "I'd like everyone to officially congratulate Kelly on becoming your new Team Lead."

The room erupts in applause.

Someone whistles.

Another person shouts,

"You did it friend!"

Kelly smiles.

She had imagined this moment for a long time.

After a few department announcements, Barry steps aside.

"The floor is yours."

Kelly takes a deep breath.

She had rehearsed this.

"Alright, I thought we'd start with a fun icebreaker."

Just as Kelly is about to begin the activity the door swings open.

Kelly looks up.

It’s Victoria.

“I hope you don’t mind me observing.”

Kelly pauses, then smiles.

“Of course not.”

“Great. Carry on.”

Victoria insists.

“Thank you. As I was saying.”

"Let's go around the room and share something about ourselves that most people don't know."

The activity lasts...

Maybe three minutes.

Everyone laughs.

But Kelly quickly realizes...

She already knows almost every answer.

She had worked beside these people for years.

Trying to get to know them...

...wasn't exactly new.

Kelly smiles.

"Okay... I've got another idea."

Victoria chimes in.

“Actually, I had an idea too. Do you mind?”

Kelly hesitated for a brief moment.

“No, of course. Go ahead.

“Splendid.”

“Name three words to describe your customer support style and then name your customer support superpower.”

The room perks up.

“Any volunteers?”

Three hands instantly go up.

“Jasmine, you go first”

Jasmine says her three words are kindness, courtesy, and empathy and her superpower is listening.

Someone else says their three words are quick, curious, and dedicated, and their superpower is accuracy.

Two more people share their words.

Before long the entire room was actively sharing and engaging.

 Victoria walked to the back of the room, pulled a box of goodies out of her bag and began passing them out to the team.

“Has everyone had a chance to share?”

Everyone began confirming that they had their turn.

Victoria walked up to the front of the conference room.

“Great. Excellent job team!”

The whole team applauds.

She grins and whispers “Your turn” as she passes by Kelly to go back to her seat.

Kelly takes a deep breath as she walks back to the front of the conference room.

Let’s thank Victoria again for such an amazing job with that awesome activity.

“Oh, don’t mention it, and anytime you need some ideas or tips on how to conduct an interactive and engaging team meeting...I’m just a message or email away.”

Kelly manages to produce a convincing smile.

“We certainly will”

“And should.”

Victoria persists.

Kelly glances in Victoria’s direction.

“Let’s keep moving.”

As Kelly began speaking her and Victoria’s work phones started to buzz.

Victoria reads the notification then heads to the front of the room to show it to Kelly.

The notification says.

Service Level Alert

Critical Queue Threshold

Return Support Representatives to the floor immediately.

As Victoria exits, she takes one last moment to get a quick jab in.

“Well, I guess your little meeting is adjourned… saved by the bell… or in this case the buzzer.

“Ta-Ta!”

Kelly quickly dismisses the dig and begins organizing her team.

"Alright, everyone."

"Unfortunately, we have to wrap this up."

“Service levels are through the roof. Now, Team All-Stars lets show them how we got this name.”

Chairs slide back.

Headsets are picked up.

Within seconds, everyone is heading back toward the Operations floor.

Everyone...

Except Kayla.

Kelly notices her standing alone in the middle of the hallway.

Completely still.

People walk around her.

She doesn't move.

Kelly slows her pace.

"Kayla..."

No response.

Kelly steps closer.

"Is everything okay?"

Kayla still doesn’t move an inch.

“Kayla. Talk to me. Are you okay?”

Kayla stares at the floor for several seconds.

Then finally...

She quietly answers.

"No."