When something’s wrong and no one is doing anything about it, those become complaints – and they move up the chain of command.

Each time a complaint moves up a step means someone hasn’t addressed it.

So, when a complaint reaches the Partner, VP, CEO – or other high-ranking individual in your agency or department – that means someone isn’t doing their job.

Most of the time it’s mid-level management’s responsibility to address the complaint and take corrective action.

That's if they recognize it AND can do something about it.

Sometimes, there's so much dysfunction that what's considered a complaint is just the way you do business.

Sometimes it’s the leaders who create the dysfunction and make it impossible for people to do their jobs well.

Well, actually, that’s usually the case.

What I find remarkable is the ability of those who are ‘managed’ to actually get work done in that atmosphere. They show up for work every day, do their jobs – usually with a sense of hopefully getting it right because there’s no clear direction.

The reality of it all is dysfunction doesn’t start at the bottom, because if it did, astute management would fix it. They would know how to fix it. They would inspire their staff to work together, and lay out clear plans to do so.

So, when complaints percolate up it’s because you, Senior Partner, didn’t do your job.

Bummer when it’s your fault.