24/10/2025
This week, I was hit with a hard truth about the gap between a business's promise & its operational reality.
The gap where a title, like "Customer Care" stops being an action & becomes just a label.
Raw example: I've had no internet for 7 days now. Connecting to Kapamilya Customer Care since Monday, & no tech visit has been assigned up to this day. That's frustrating enough, but the experience of getting it fixed has revealed a systemic failure.
"Kapamilya customer care, don't care about you. They ask you & create a report, give you a ticket number, that's it."
It gets worse.
Each new interaction with Kapamilya Customer Care restarts the process. A new agent requests the ticket number, provides a status, creates a new follow-up, issues a new ticket, rather than resolving the issue.
"No internet for a week & no care from the Kapamilya customer care."
"Sometimes the hard truth hits us."
This isn't just about one bad call center. This pattern is everywhere:
- The Account Manager who only sends invoices but never proactively discusses your strategic goals.
- The Operations team that rigidly enforces a "process" that is visibly broken & damaging the customer relationship, simply because "that's the policy."
Every business function—ops, marketing, sales—has its role. But when they operate in silos, the customer pays the price. This functional disconnect is where brands die.
The reality is, the culture of "just following the script" or "creating a ticket" is a leadership failure. It's a system that prioritizes process metrics (like "tickets closed") over customer outcomes (like "problem solved"). This trains employees to become transactional, not relational. They learn that their job is to complete a task, not to uphold the brand's promise. This is where the gap between the brand's marketing and the customer's reality becomes a canyon.
An owner's customer-first vision often clashes with reality: some employees are just there for the paycheck. This mentality isn't just a feeling; it's a measurable liability.
Research from Gallup on employee disengagement paints a stark picture. One Gallup analysis (State of the Global Workplace) estimates that an actively disengaged employee costs their company 34% of their annual salary due to lost productivity, higher turnover, and their negative impact on customers.
Here's the danger: When your team just logs tickets instead of solving problems, you don't have 'customer care'; you have a logging system.
This is our challenge as leaders. Culture isn't your 'About Us' page; it's what happens on a frustrated customer's Nth follow-up call. Your brand isn't what marketing claims; it's what your 'Kapamilya Customer Care' does.
The fix isn't scripts. It's empowerment. Reward resolution, not just ticket creation, & build a culture that embodies the founder's original promise.
. SKY Converge FiberX
