Ten Tales Tall and True

Internal Memorandum

TO: LUMLEY

FROM: LESLEY

The following will seem bad-tempered and in fact is. It says what I meant to raise at yesterday’s meeting but my only chance came at the end when Phimister said, “Is there any further business?” and Henry Pitt (looking at me out of the corner of his eye) said, “No, I think that’s everything,” and suddenly I felt too tired. I seem the only manager in this firm who is allowed — indeed expected — to complain about practical everyday details. When I start doing it our directors exchange little smiles, stop listening and retreat into private dreamlands. They think everyday practical details are not their business but the business of Mulgrew the buildings manager and Tramworth the accountant. Nobody, not even Mulgrew, denies that what I ask to be done ought to be done, but only he and Tramworth can authorize it so it is never done. I have raised items on this list at meetings from last month to years ago. You joined us less than two months ago so the first and longest item on the list may strike you as an accident. I assure you that something of the sort happens every winter.

1. Heat. Monday was bloody cold. I asked Mulgrew to do something about this. He agreed to turn up the thermostat a little but not much because part of upstairs was already warm — the part where he and Tramworth have their office. Soon after 10 a.m. I noticed it was cold. When this happens I know others are freezing, so tried to find Mulgrew with the usual results. He had gone to the Sauchiehall Street depot, but when I phoned there he had just left it and nobody knew where he was supposed to be. By this time people on my floor were asking me to do something about the cold and I actually met people from upstairs who were touring the building in search of heat. I phoned Mulgrew’s office again and got Tramworth. He suggested I tell people to work harder or jump up and down in order to stay warm. I refrained from telling him this should be his job as it was his staff who were touring the building and on whose behalf I was trying to contact Mulgrew. I suppose people ask help from me instead of their own managers because I do not treat everyone with complaints as if they are troublemakers. Mulgrew appeared around lunch time. Either Tramworth did not tell him the problem or he ignored it. I caught him before he left the building a second time. He did go to the thermostat then and discovered it had been turned down from 30 to 16 degrees before he turned it up. Since only he can have turned it down how he made this mistake escapes me. During the afternoon the place slowly warmed. People were and are annoyed about this because:

(a) The discomfort stops them working properly, making them feel useless as well as frozen.

(b) Heating is decided by people who are outside the building, or cocooned in an office when in it.

(c) This has been going on for years.

2. The route to the emergency exit is as badly blocked as ever. Mulgrew is our fire safety officer as well as buildings manager, so draws an extra salary to stop that kind of thing happening. He can stop it by ordering new storage racks. I wish he was less friendly with the local fire precautions inspector. Mulgrew always knows when a thorough inspection will happen so the inspector never sees the usual state of the place. Sometimes, (like today), the inspector calls in without warning, but in that case (like today) he never looks at the emergency exit. God help us if we have a fire when a thorough inspection has not been scheduled.

3. The top tread of the stairs is still as loose as when Mrs Macleod tripped and fell down them. You may remember the doctor said she was lucky not to have broken her back. Senior management seem to think a handwritten warning notice has solved the problem for the foreseeable future, but one day we might have a short-sighted visitor. The other treads also need attention.

4. Nothing has been done about the window behind Helen Scrimgeour’s desk. Its dangerous state was first reported a year ago.

5. Handrail on the spiral staircase is loose.

6. Radiators in the ladies’ loo are not turned on.

7. Heatscreens. (Outstanding for two years.)

8. A light in the loading bay. (Outstanding for more than two years.)

Of course you know the reasons for the above. The directors’ offices are in the George Square depot, so they are glad to spend as little as possible on maintaining and keeping comfortable a building never noticed by the general public. Yet most of the firm’s employees work in this dirty old building, which houses the most profitable part of their business. Can Phimister and Henry Pitt not see that every hundred pounds saved on heating means that a hundred people do two thirds of the work they would normally do?

I realize this letter is not fair to you, Lumley. The directors and senior management have put you here to protect them from this kind of information. It embarrasses them to hear about staff problems from the mouths of the staff, they do not want to know about our problems at all. We are learning to handle the new computer which, properly used, should make us more efficient. While learning we must go on handling orders and dispatches in the old way, which makes us even less efficient. Since the directors and senior management know nothing about computers they thought everything would at once improve, not get worse, as soon as they bought one, so now they are trying to avoid paying for anything else. But why does Henry Pitt insist on handling all incoming mail and send every tiny complaint straight to my staff after marking it top priority — attend to this at once? They spend hours making sure that a garage in Stromness or Brighton gets a single free replacement while factories in the Midlands are kept waiting, though they have ordered 500 and paid for them in advance. Henry Pitt’s grandfather founded this firm, he is a major shareholder and has been with it all his life, but his only management experience is with our depots. He should send all orders and complaints straight to me and Mrs Mcleod, who’ve been working here for fifteen years so know the priorities. The staff here sometimes feel that the directors and senior management are conspiring to STOP us doing the work they employ us to do. The idea is insane but that is what we sometimes feel, though they have probably just lost interest in us.

Or is it an insane idea? Henry Pitt is over sixty, must soon retire and has no children. Phimister has his Loch Lomond fish farm. It began as a rich man’s hobby because he enjoys messing about in boats, but Mulgrew and Tramworth gave him a lot of help and a recent article in The Scots Magazine said it was now profitable. It also quoted him as saying, “I want a cleaner, fresher life for my children. Modern cities are becoming intolerable.” If Pitt and Phimister sold the business they would make quite a lot. Since it is the only remaining firm of its kind in Scotland the buyers would almost certainly be southerners who would keep the depots but shut this distribution centre. Do you think we are coming to that, Lumley? It has happened with ship building, the car industry, textiles, steel, sanitary engineering et cetera.

I have had another idea. If they decide to sell us off could not a few of us (me, you, Mrs Macleod, Helen Scrimgeour, Colin Shand and maybe some others) put in an offer for the distribution part — this part — and buy it and run it for ourselves? We know how to do it. I would really like to talk to you about this. You are the only member of the senior management who listens to what I say and knows what I mean. Also, if a sell-out is being planned you will be one of the first to know about it. You also went to the same school as Phimister, so understand these things much better than I do.