I know we’re all debating on social media just how accountable employees should be these days. Should everyone send a weekly status update, in email? (I’ve always worked this way). Do folks really need to return to the office to be productive? (I don’t take a stand here, as SaaStr itself is remote. But many founders and CROs believe this).
There is one thing I do know though: you have to read the emails of folks who may be leaving.
Because once they’re soured, once they’re checked out, they often just send terrible emails.
I’ve observed this over the years but I saw it blow up again the other day at a SaaStr Fund portfolio company. A sales leader left the company after many years, someone I respected a lot. But I’d seen him get grumpy and knew he’d be leaving at some point.
And when he left, no one at the company said a kind word. No one. I didn’t get it. So I reached out to the CEO. His response:
“He said just awful things about the company on the way out to our customers.”
I’d like to tell you this is rare. I didn’t used to even think about it. But as time has gone, and perhaps as we have all changed, I’ve found this to be more and more common.
It doesn’t matter why. But once someone is on the way out, more often than we’d like, their views of the company sour. And they stop caring if anything is followed up on, or if the deployment goes well, or if that commitment was met. Perhaps it’s natural.
But you have to expect it. Once you see someone in a customer-facing role begin to check out, try to keep them — if you want them.
But also. Start reading their emails.
