I interrupt my blog series on balance to ponder on some things that frankly folks, I just don't get. I'll start with something that happened just two and a half hours ago as I was picking up supper at a deli near my home. There's a karate dojo next door to it. I was getting in my car with the sandwiches and saw a group of people walk out in full sweatsuits - and completely barefoot. I'm serious. My car said it was 50 degrees out there and they walked across an asphalt parking lot bundled up and completely barefoot.
What the hell?
Seriously, folks. I thought people wearing flip flops in this weather was nuts. I remember a conversation I had with someone in San Francisco about socks a few months ago. She thought the concept of having four distinct seasons was unique enough, but to meet someone with an entire DRAWER full of socks? She thought I was amazing for even having one pair. Seems they don't have much need for socks in Hawaii. And I remember telling her - well, we do NEED them, but many people choose not to USE them in the winter and wonder why their feet are cold.
Maybe I just don't get it, but there are many things that people seem to do on a regular basis and I'm not sure how they work their logic around it.
Here's another example - when did writing thank you notes go out of style? When Rick and I got married nearly 15 years ago, I missed 1 note - that's it, just 1 - and I heard about it from three people. How rude. How inconsiderate. What the hell happened? Well, what happened was that the person manning the gift table at the wedding reception decided the party looked more interesting than what they were doing, so they decided to join the party before all the gifts were accounted for. So when the one person that forgot to attach a card told them "don't forget to tell them it's from me," well, they forgot. I mentioned this in the late thank you note I wrote. But here's the interesting thing: in the years since then, Rick and I have received thank you notes for about 20% of the gifts we've given. We've actually asked people if they received them on a few occasions and they said yes and grumbled something about being too busy to be held to archaic fashions like writing thank you notes when nobody really cares. Hmm. Well, I checked and etiquette still says you're supposed to write one for unreciprocated gifts - graduations, weddings, or baby showers, for example, where the gifts flow one way, but not for birthdays or common holiday exchanges. I just wonder why I was griped at so much about missing one note on accident when 80% of the people I know skipped the note writing on purpose and don't seem to be getting any static for it. Hmm.
Speaking of etiquette, I thought it was rude to ask how much something costs, but I'm constantly amazed at the people that see our birds (or pictures of them) and outright blurt "wow, how much does a bird like that cost?" Seriously? My answer: more than a dog. And they live longer than a dog too. Geeze, I don't ask how much having kids, a luxery car, or that exquisite vacation you pushed pictures of in my face set you back, do I?
And these movies and TV shows that win awards - who's voting on that? I mean, really? Producers blow millions of dollars to write intriguing scripts and put special effects on the big screen that make your eyes pop out, and they get passed over. Sometimes movies that haven't even opened in our area are raking in awards. Who's seen them? Who cares? Why aren't the movies making millions of dollars from real people like me winning awards?
Music is just as confusing. I saw Taylor Swift on New Year's Eve rambling on about how she's never, ever, ever, ever getting back together with one of her kazillion ex's. I'm not even sure if that was singing - there was no rhythem or range to it, but the crowd was going crazy. Either I'm out of it, or the bar has been set WAAAY low for musical entertainment. Then again, marching bands dance and run around like idiots now too. They wouldn't stand for that in my day. We spent countless hours in the hot sun practicing FUNDAMENTALS. And by golly, you didn't MOVE at attention for WHATEVER reason. Now they jiggle around like they have ants in their pant but that's alright because they got da moves! What on earth happened to learning the basics, fundamentals, and self discipline?
I don't know. I guess I don't think the same way other people do. Perhaps I'm old fashioned. Maybe it's personal preference and it's just a "me" thing. I suppose we all have things that don't make much sense to us. Or maybe I just think too much altogether.
I'm going to try not to think too much more and enjoy my long weekend. I could use some rest. That's all for today. Happy Friday to you.
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.