First things, first. Anyone have Ranger's tickets for the World Series?

Secondly, Verizon is Broken. Verizon is a wireless phone, internet, and television provider that owns and operates the largest mobile telecommunications network in the United States. Big deal! It might be the largest but their customer support system is broken. I don't care what they think, I'm the customer and if I say it's broken, it's broken!

We use Verizon in our home for internet (includes television). Our remote is broken. It won't turn the volume down. So, I download their Verizon In-Home Agent which is supposed to assist me more quickly in providing what I need (Great!). I go through all the steps to order a new remote and come to this page:

If you will notice there are 5 different remotes to choose from. I select the one I need and hit the 'submit' button. They indicate it could take 3-5 business days to receive my order. Lo and behold I get the remote that afternoon! Wow! Unbelievable, except it's not the remote I selected (GRRRR!).

So, now I use their online automated "Ask Verizon Automated Support" person. After 30 minutes of waiting, this person informs me you can only get one remote control from their 'Verizon In Home Agent'. You don't have a choice! I asked, "you mean you will send me a remote I didn't order that doesn't work on my system?" "Yes". Now that is Broken! So guess what I received for the second time, a remote that doesn't work for me! Now I have two remotes that I don't need! Anyone want a remote?

Finally, I call and wait on the phone for 25 minutes to speak to a "live" person who is really sorry for my wait and my troubles (she seemed really sincere). She now promises me I will receive the remote I need within 3-5 business days. I didn't get it the same day so I will wait to see if it shows up. Want to bet it doesn't?

Verizon's system for ordering replacement remote controls is Broken! It's ridiculous to order something and then be informed it's the only one they send. If that's the only one you get, then indicate that fact on the order form or website before someone orders! Sheesh.

Lastly, leadership can be broken. Like Verizon, there are times when Leadership is broken. I asked several people I work with, coach, and other executives I respect to complete this sentence, "Leadership is broken when...." Here are some of their responses:

• When leadership is broken an organization has lost its aspiration and is broken too.
• When a specialist can only provide life support
• It is the perfect storm.
• Others resent authority
• There are too many chiefs
• When personal bias clouds decisions/goals
• The finger pointing starts. When it's working, people look at themselves.
• When the only example is yours.
• When you don't listen.
• When there is no trust and feedback is not wanted.
• The agenda supercedes the mission.

So what do you think? When would you say leadership is Broken?

rb