If you work, you serve others. This is a simple fact of life. The issue is, who are you serving? Customer bases vary widely but there are some things that are universal no matter who you're working with, be it the utility company or a government agency. Here are a few tips to make those calls easier so you get the best (and fastest) customer service possible:

1. Check the website. Everybody has a website now - heck, even my PARROTS have a website, so it stands to reason that companies do too. These websites are updated frequently by experts and usually contain information that customers inquire about most. The purpose of the website is not only to provide services to the public, but to answer some of the most frequently asked questions and to provide guidance on issues that they receive the most calls and e-mails about. Checking the website might save you a call, or at least lead you in a direction where you can fine-tune your inquiries to get more specific information quickly and easily.

2. Plan your call carefully and be mindful of the schedule. If there's a major deadline within the next week, I can assure you that the call volume is high and you will be more likely to be placed on hold or wind out leaving a message that may not be returned for a while. Try to avoid deadline times by planning ahead or, if it can wait, calling a couple of days after the deadline passes. (You can usually find out if you're approaching a deadline time by following Suggestion #1). Another time to avoid are days immediately before or after a major holiday. Staffing is usually low before the holiday (when everybody wants to use those precious vacation days), and call volume is typically extremely high after a holiday (when everybody goes back to work). And Friday afternoons are usually bad too, because everybody wants a Friday off, so if there's leave to burn (in terms of "use it or lose it" days or comp time) that's usually when staff cashes in. The trick is that you want to call when there's maximum staffing, but not extremely high call volume - this increases your chances of getting a human being with correct answers quickly and easily.

3. Read the instructions all the way through. I understand that it's a knee jerk reaction to pick up the telephone once you hit a sentence you don't understand. Don't do it. Keep reading because the answer might be further down the page. I can't count the number of "oh yea, right there it is, I just quit reading" comments I've heard over the years.

4. NEVER pick up the telephone when you're panicked or heightened emotional state unless it's a medical emergency and you're calling 911. I kid you not - I've answered the telephone to full blown hyperventelation many times, and those are awkward calls. I have a psychology degree, but most people in administrative jobs studied areas like business management or accounting and they may not have been trained to "talk you off a cliff." Practice what I call the 10-10-10 rule: Take 10 slow breaths, count to 10 slowly, and wait 10 minutes. Then  you'll be able to frame your question in a way that gets results and answers quickly and calmly.

5. Collect your questions and focus on the person you're talking to as they answer. As you puruse the website and read the instructions, make a list of your questions. Don't interrupt the person in the middle of a sentence with a follow up question before they finish answering the last question, or be one of those  people that says "oh! One last question!" ten times. Because in those situations you usually wind out asking the same thing 3 times because you were so busy formulating new questions that you didn't hear the answer to the one you  were asking.

6. Limit the hypothetical questions. If you say "what if I ..." or "suppose I were to ..."  more than twice, then we suspect that you're looking for ways to duck the red tape (and we will look for ways to trap you into admitting it). Be straightforward and give us the facts, please.

7. Rephrasing the question 7 ways won't change the answer. And "call shopping" (where you realize it's a rotating line and keep calling to work your way through the staff to get the answer you want) is a trick we pick up on around the third call. Everybody in that department has been trained the same way and they'll give you the same answer. No matter how many times you call or how many ways you try to rephrase it.

8. Be respectful. What I mean is that if the person says "I don't know but I can send you to somebody that does know," immediately cease and desist from asking any more questions until you're routed to the right person. Because your "wait a minute, let me ask you this while I have you ..." questions will lead to more "I don't knows" and a delay in getting the information you need while you bark up the wrong tree. Nobody knows everything and despite the current push to "cross train," there are people that know some things better than others. They're trying to help you by sending you to the most knowledgeable person to answer your question. Let them do it.

9. Be patient. Not every question has an immediate answer and they may have to research what you're asking about. So don't wait until the last minute. Plan ahead.

10. Don't lie. I know this sounds silly, but people do call and outright lie about things, only to be embarassed when we use that annoying database at the computer we're sitting behind and catch them in it. That can lead to serious trouble in some situations, so please, no matter how embarassing or hurtful it is to your pride, just tell the truth. We will act with discresion and will do our best to help you - but don't say you mailed the check and it cleared last week when it's lying on the table in front of you. Because they'll look it up, see it didn't arrive, and the next question will be for you to send them a copy of the cancelled check to prove it. Awkward!

A lot of getting good customer service is to use discernment and good, old fashioned common sense in dealing with companies. Be courteous, professional, respectful and plan appropriately and you'll get the fastest and best customer service available. And really, these are good rules to apply to all of your relationships. 

That's all for today. 

Bye! 

I remember a day last summer when the members of our Sunday School class that attended early service came in late. It turns out that a lady passed out as the pastors and choir were processing out at the end of the service.

"She was lying there on the floor and everybody was staring at her," one man said. "I suggested that we call 911 , but everybody ignored me. Then another man walked in, saw her on the floor, said 'gee, someone should call an ambulance' and all of a sudden every cell phone came out." He chuckled. "I'd said that two or three times, but it took ten minutes and a remark from somebody they were willing to listen to before anybody helped the poor woman."

The lady was alright, but that comment made me think. It seems that all of us have either the Power of Knowledge of the Power of Authority. The key to making life easier is finding out which one you're gifted with and rolling with it.

Let me explain. Have you noticed that there are some people that everyone will follow to the end of the earth? Every word they say is gospel truth and nobody questions then (even in circumstances when they're dead wrong and people should know better). Most people call them "natural leaders" but the truth is that they have what I call the "Power of Authority." There's something about them that causes people to listen to and follow them. People with the power of authority seem to excel in positions like business, medicine, mental health, law, teaching and politics because people are drawn to them and to believing that what they say is truth. They may or may not really know their head from a hole in the ground, but there's something about their demeanor that attracts people to listen to them and do what they say. These are the ones that everybody asks for advice from. They lead and others follow, but you don't dare bring them down to the masses.

On the other hand, there are people like me. I get asked for information and directions more than any person I know. In fact, there were two occasions recently where a total stranger blew right past 10 people and came straight to me to ask for directions. The people with me even commented that they passed several others that could have  helped them, but they seemed to target me. It's not just directions either - I get asked all manner of questions all the time. I even put something on my Twitter feed last night saying I had to find out what it was about me that inspired the inquisitiveness in people because I get pounded with questions more than anybody I  know. I definitely have the Power of Knowledge, because people seem to target me as their source of information. Ah, but there is a line I better not cross. For example, if someone asks for directions and I say "here's the most direct route, but I know a better way that will bypass traffic," they'll hold up a hand and say "no, no. That's ok. I just want to know how to get there." (Obviously, it's happened many times.) They make it very clear that I'm not the boss of them. They just want information, thank you very much. They'll process and apply the information I provide the way THEY choose. People with the power of knowledge tend to excel in areas like administration, the arts, entertainment, managing money (accounting), and assistant positions where they're the brains behind the people with the Power of Authority to keep them in check while the world follows them. These are the people with the brains and insight that you want to collaborate with on your teams.

I'm not sure what elusive thing it is that determines whether you have the Power of Authority or the Power of Knowledge, but I do know that it's best to know which you have and to go with it. Because you aren't going to get the other no matter how hard you try. Trust me, I've never won an elected position - hell, I've never even been nominated. But I've slapped away so many invitations to serve on committees and in organizations that I've lost count. See, I'm invited, not elected. And that's a good way to know which you have.

There are other ways too. What happens when people ask you for advice? If they don't do it or if they immediately disregard it and do something completely different, you're a Power of Knowledge person (they were asking to collect information). If they do it, you're a Power of Authority.

Here's another one. What kinds of questions do people ask you? Do they ask you for advice and how to do things? You're a Power of Authority. Do they ask for general information or "do you know" or "have you heard of" type of questions? You're a Power of Knowledge.

And here's the best indicator: How often do people ask you for directions? If never or rarely (and they're so befuddled when you're done that they ask someone else), you're a Power of Authority. If your like me and you become the world's personal GPS the minute you leave your driveway, well, I think you get it.

It amazes me that personality tests seem to miss this critical component of personality, because it is important. It's a good indicator of how your personality meshes with your place in the world.

So, which type are you? Think it over. You might be surprised.

That's all today. More later.

Bye!

Well, as irony would have it; it seems Rick's illness had a viral component that brought it out and I caught it yesterday. After a weekend with both of us sick, I realized that there are two rules for dealing with someone who's sick:

1. Never try to force feed them, especially if it has a gastrointestinal base. Believe me, whatever you fear might happen from not eating will be nothing compared to what will happen if you force them to eat; and

2. Don't pepper them with a million questions. People in general are too addicted to asking questions. Please please please - limit the questions as much as possible. You'd be surprised at how much you can discover for yourself if you put your brain on things for 5 minutes. In fact, this is a good overall rule even when everybody is perfectly healthy.

That being said, I will warn you that there is a virus going around and it's absolutely VICIOUS. Neither of us has been this sick in a very long time. We're healing, albeit slowly. This is definitely one that we (and our septic system) will remember for a long time.

Take care all, and take precautions. I know it's winter and illness is lurking but the proper precautions can save your grief. Wash hands, clean up, flu shots, and etc.

More later. Bye!

Somebody recently came by my office to read a letter they received protesting a clause in a law that states that only licensed funeral directors can sell caskets. The protest letter stated several reasons why the law is archaic and outdated and closed by stating “I don’t know why a person has to have an education and two years of experience to sell a box.”
                 
“So, what do you think?” they asked. 
                 
“Well,”I replied, “when you put it that way, it does sound stupid.”

                 
I know that closing statement was meant to make the point in a simple and logical manner, but I believe they oversimplified the case. Yes, it did sound stupid –but when I was given the larger context of the comment, it seemed to me that they were oversimplifying the entire case. It made me wonder if there weren’t huge issues being glossed over in an attempt to be witty. 
                  
I wonder how often this happens. Sometimes, people say things trying to make things sound simple, but they don’t realize how much they leave out in their efforts to simplify. 
                 
Do you know another time when I believe this happens? It’s when people say “you need to have a personal relationship with Christ. “ I don’t know how you feel about that statement, but for years, my response was “how the heck are  you supposed to do that?” Even though I do better understand the meaning of this statement, it still strikes me in the same way as the “education and experience to sell a box” scenario. It skips the entire process and takes you straight to the end result. It’s like telling somebody to meet you somewhere out of town,
and refusing to give them a map. People need direction to make the journey. It’s great to know where you’re heading, but it’s useless if you don’t know the way. It gives you the end result with no hint or clue of where to find the train that leads to that destination.
                 
As Christians, we all know that Christ is the foundation of our lives. We are supposed to build everything on our faith in Him. This means that we totally let go and allow Him to lead and guide our lives. So, how do you do this? In my experience, it’s been a two step process. 
                 
First, you have to acknowledge that you really aren’t in control of your life. People are control freaks, and we want to believe that life is totally in our hands. The problem is, it really isn’t. Control is an illusion. The truth is
that God is really in control, and He will keep bringing things into your life to remind you of that fact until you finally accept that you’re riding in a sailboat on His ocean, and the only thing you really can do is adjust your
sails. And heck, you don’t even own the boat. He’s loaning that to you to make the journey that He laid before you. You can make your plans and that’s ok – it’s even advisable– but remain flexible and aware that tomorrow may bring an unexpected detour. 
                 
Second, you must have an active prayer life. Yes, God does know everything, but it helps us to pray because in talking to Him, we’re able to open our eyes to our own cares and concerns. Talking to God not only brings
comfort, but it helps us to know ourselves, and to see what is really on our hearts. Christ died so we could communicate directly with God in prayer, and that privilege is our lifeline to Heaven. It’s how we get Divine knowledge about how to lead our Earthly lives. How does this happen? It happens because it opens the lines of communication with our Creator, and it gives the Holy Spirit – you know, that little voice that most people call “intuition” – a place to speak in your heart. Through prayer, God gives us insight to our lives and situations  that we wouldn’t have on our own, and allows us to discern truth in times when it would be impossible by natural, worldly means. It isn’t magic by any means. Rather, it’s a heightened awareness of truth, and the only way to get it and keep it is through prayer. 
                 
This is how a personal relationship with Christ develops. It happens over time, as we stretch our faith muscles and tune in to the Holy Spirit working in and through us. It develops just like any other friendship develops, with time, dedication and effort. 
                 
Developing this personal relationship with Christ does have a lot in common with natural friendships. You will find over time that He speaks to you in ways that are unique to your personality. For example, I hear from Him
through thoughts and ideas that I know are of the Spirit. One person I talked to said they don’t hear it that way, but rather they see Him through how their thoughts or emotions change or shift on certain areas that they’re praying about. I’ve heard others say they hear from the Spirit by seeing changes in attitudes or situations they’re facing. He speaks to everybody differently because He speaks in ways that each individual understands best. 
                  
I know this isn’t a full explanation of what having a personal relationship with Christ means. I wonder if such a thing exists, because there is no one process for doing this. The journey is as unique as we are, and it wholly depends on who we are and how we communicate with our Creator. I just hope that these two first steps that I took to begin my own journey help you to see the starting point for your own. As you proceed in prayer, I believe you’ll find a better guide for the rest of the journey through the Holy Spirit.
                 
Now as for the education and experience to sell a box – sorry, I can’t help with that! 
                 
Next Week: The devil – no friend of  ours!

Hi all; I hope you're doing well and having a great week. I tried, I really did, but it just hasn't worked out so far.

The foot is healing, for which I am extremely grateful. I haven't been brave enough to get back on the treadmill yet. Maybe in another couple of days. Today is the first day I've gone the whole day without pain.

The rest of life, however, has been one for the "what the hell?" files (although that's not what we really call it but hey! I'm trying to maintain some sort of decency!). Work has been one thorny issue after another, all week long. I untangle one mess and here comes another. There must be some evil imp ravaging my cubicle. I think I beat most of it into submission today. *Hopefully,* and I say that in the "if the Lord wills and creeks don't rise" sense, I did manage to get things flowing properly, balls in other courts, and I made my final visit to the State House for a committee meeting for this session today. *Hopefully* As things have shown a tendency to unravel - or worse, to pull a phoenix and rise from the ashes - I'm not counting it done yet.

Then yesterday we got word that a friend at church lost her battle with pancreatic cancer yesterday. Don't worry, I'm not going to put you through those musings again. We went through this - oh wait! Exactly a year ago today, when a friend at my former workplace died of THE VERY SAME THING!! There's much I don't understand and this scary timing is one more thing on the heap. But I suppose faith is about accepting that you don't have the answers and being ok with the questions. Or something like that.

I'm trying to find out how things keep getting past me. I don't know stuff that I usually find out without even trying. For example: Did you know the new Transformer's movie is coming out on July 1st? I knew they were making one but had no idea it was done. I also didn't know that they moved a new deposit machine just up the hall from my cubicle, that several files I've been looking for are in the cabinet right next to my desk, that you can get Microsoft Office for iPads, that the new Pirates of the Caribbean movie came out last weekend, that "True Grit" was a remake, that they were thinking about extending the legislative session, or that there's an old wives tale about more people dying in the spring because of something with the sap in the trees (another one for the "what the...? files). I think I've been working too hard and too much. Yes, I've had problems with my mind wandering lately, but this is ridiculous. I definitely need to take a break this weekend. No writing, chores, errands, visiting, volunteering, or anything.

So here I sit with all these questions and more. Like why does my parakeet sing like a canary? Why does my computer smell like my perfume (that never gets near this machine)? How did Zack chew curtains that are nowhere near his cage? Why did Chloe growl at me when I got home? What is going on with this crazy, hot weather? And many, many more.

And that, ladies and gentlemen, is life in the rabbit hole! Hmm. I sense inspiration for short stories in my future. Life like this is the catalyst for it.

Well, my brain is fried so it's time to go. I hope you have a Happy Friday tomorrow. Heck, I hope I have a Happy Friday tomorrow either. It's been a challenging week, but I'm not giving up on having at least one good day in it.

Bye!