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"Forgetting Professionalism - A Common Occurrence in Starfleet... " |
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"Forgetting Professionalism - A Common Occurrence in Starfleet... " |
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"We, the members of STARFLEET, The International Star Trek Fan Association, Inc. (hereafter known as "STARFLEET"), a not-for-profit organization incorporated in the state of North Carolina, in order to provide a social organization in which people of diverse backgrounds with similar interests can interact to promote the optimistic future as envisioned in the Star Trek universe and to support that optimistic future through community services, social activities, and creative endeavors, do hereby establish this Constitution for the organization, STARFLEET." That is the Preamble to the Starfleet Constitution. It states in our Preamble that STARFLEET is a "not-for-profit organization incorporated in the state of North Carolina." What exactly does that mean? Basically, that STARFLEET is not just a two-bit fan club, but also an incorporated entity. We are officially a corporation. And folks, see, the moment we incorporated, it meant that STARFLEET is not just for fun, but that STARFLEET, is in a manner of speaking, a business. A business takes people's money in exchange for goods and services. A business is run by a board of directors and has officers and other individuals that keep the business running on a daily basis. Businesses can be for-profit, non-profit, or not-for-profit. STARFLEET takes money in exchange for goods and services. Members pay their dues and are supposed to get a subscription to the CQ, a membership packet, the right to take Academy courses, etc. STARFLEET is run by a board of directors known as the Admiralty Board (AB) and has officers known as the Executive Committee (EC) and their staff that keep the daily workings of STARFLEET rolling along. And we're a not-for-profit organization. STARFLEET is a well-organized social organization. We don't seem to have any problems finding times and places to socialize. We've mastered the fun aspect. However, I think, STARFLEET in general has yet to master the business aspect. Granted, we have made great strides, but at times, we lose our focus. Now, what I'm about to write is not an attack on this administration. I know first hand that this administration has taken steps to try and improve in this area. It is a commentary on STARFLEET in general. It seems to me that most administrations operate the same way in the overall picture. I've written several messages in the past on similar topics, such as Customer Service, etc that has been published on lists and in the CQ even. So, the powers that be can take it or leave it and future administrations can do the same. I just think that overall, it's something that we need to remember and see if we can't put into practice. I work for a very well run corporation that services the non-profit industry with software and support, so that'll probably be my point of reference for both how business and how non-profits generally operate. Professionalism is a key to a well-run business. Professionalism must be maintained at all times in order to keep credibility with coworkers, management, and customers. The leadership of a business has to conduct themselves in a decent and orderly manner. Leaders of businesses must realize they will always have dissatisfied customers. And regardless of what that customer says, the leaders and employees of that business have to react in a professional manner. See, I work technical support. I have for 2 years now. Customers have verbally abused me; I've read emails on our client listserves that have outright flamed the company I work for. However, as an employee, I cannot just shoot off an email in response defending my bosses, my company, and my coworkers. There have been many times I've wanted to do such. I've wanted to tell a client or two they can check their attitude at the door. I've wanted to say, "Fine, go find a better software package." But, you know what? I haven't. Why? Because of professionalism. My bosses and the VP's and the CEO of my company don't do this either. They maintain a professional atmosphere at all times. If an employee of my company lashed out at an angry client, discipline would surely be involved. In fact, that person could even get fired. That's the facts of life in business. Sure, it ain't fair that people can sit back and say bad things, but you would never see a professional start to badmouth the client to everyone. For example, if a client of my company stated on a list (official or not) that my company was a corrupt, greedy organization that ripped everyone off and that CEO John Doe was a dictator, you wouldn't see a Vice President or even a mailroom clerk fire off an email stating the client was crazy or demented or out to destroy my company. It would be dealt with in a professional manner either by a private letter, a private phone call, or the like. If on an official list, that client might lose their right to post messages. The same goes for organizations in the non-profit field. The Director of Development of Nonprofit ABC that helps raise funds for community's parks and playgrounds wouldn't keep on their staff anyone who went after donors in an inflammatory manner. Granted, Starfleet is a bit smaller, but that doesn't mean we can just check our professionalism at the door. I've heard the excuse "But I have a right to express my opinion at any level. Just because I'm an officer or staff member doesn't mean I give up those rights." No, it doesn't mean those rights are given up. However, it does mean that you are no longer just "Joe Member." See, with leadership comes responsibility, a responsibility to know that you are representing something more than just yourself, but the organization. However, there were times when I was an officer of this organization and I had to react professionally to criticism, suggestions, and even emailed flames. My words and actions didn't just reflect on me, but they reflected on Starfleet. Too many times in this organization, professionalism is thrown to the wayside. We are very good at putting on the fan club hat when it suits our purposes. However, the not-for-profit hat is bandied about when that suits purposes as well. Incessant cuts and jabs at disgruntled customers from those who claim to be "in service" to the members are so unprofessional. If you are a leader and want to complain about those unhappy customers do it at the water cooler like you'd have to do at work. Talk amongst yourselves on IRC, a private listserv, or the like. Don't check the professionalism of the organization at the door just to get you jabs in. In the end, it's counterproductive to the professionalism our organization claims to have.
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