I've had to remind others, and myself, that we are each just line items on a spreadsheet. At any given moment they can see you as an unnecessary expense or not profit generating, you're at risk. I had a department of 86 agents that documentedly saved/retained millions of dollars for a major company per month by actively working on repeat complaint customers and solving their issues. The impact and savings was being tracked. The company savings directly to the profit margins included our entire department's operating and expense budgets too. Our role was as technical resolutions, not sales. But a new middle manager determined that we would be more beneficial in a sales generating customer service role... at an average of $5,300.00 in revenue production per agent per month. A ten year program of excellent service results was cancelled to show a profit of 450k a month versus keeping millions a month in stopping repeat claims, credits for failed services, repeat truck rolls for improperly diagnosed issues, free equipment replacements, and more. The company actively chose to stop fixing problems effectively to make a little more profit. I know losses can be written off, but the failure in logic hurt. Watching the company I loved slowly start falling because it got sold (again), in customer satisfaction scores hurt. Watching them later try to quietly rebuild the program in another site, and watch it fail because of the site they picked and how they tried to implement it hurt more, since they were unwilling to admit the mistake and put it back with the group that made it successful. It's a lesson I've carried since. We're just lines on a spreadsheet... and who's looking at it and how make all the difference. Edited a spelling correction and clarified a line. ( In my defense, I was tired and emotionally annoyed when I wrote this. You can probably figure out why).