| Why does everything have to be such a struggle? Even a simple phone call to a doctor’s office. I don’t know whether it’s because I’m tired or getting older, but I just don’t have the time or the patience for this. |
| Me, neither. |
| Do you mean this conversation? Or are you agreeing with me? Which, although nice, doesn’t make sense, as you don’t even know what happened. |
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| I listened to what you said and suspect something that should have been simple became a production. I do not need the specifics to understand the concept. |
| Well, at least you’re listening. Which is part of the problem. |
| OK, now I need more information. |
| I used to think that the phone systems where you call a company and get automated prompts were the worst thing imaginable, as I wanted to speak to a human. Now I’m not so sure. |
| Yes, they can be very time-consuming and frustrating, but there are ways to bypass the system. |
| Thanks, but the problem started once I reached a real person. I don’t think people listen anymore. |
| I agree with that, too. Or, maybe you do not get to the point quickly enough. |
| Fine. A few months ago, I got a bill for my annual physical, and it included an item I shouldn’t have been billed for. But it was during the holiday season, so I got busy with other things. About a month later, I called the office, and after spending quite a bit of time going over everything, I thought it was resolved. |
| Let me guess; it was not. |
| Not even close. I received a letter from a credit collection agency! Which led to having to start all over again with a different person in the doctor’s office. Hopefully, it has been resolved this time, and I’ll get a corrected invoice, not a second letter from the collection agency. |
| You do realize you could have paid the uncontested amount at the start. And, FYI, the collection process is probably another automated system the doctor’s office uses. |
| I was looking for sympathy, not advice, but I should’ve known better. Anyway, the whole thing is ironic. I know that I’m always saying that with everything being automated these days, I want and miss dealing with people. And then it was people that created this problem. |
| Technically, technology and automation caused the problem. But, whoever handles “customer service” should have been able to fix it. This means businesses need employees who are knowledgeable, good communicators, and problem solvers. |
| At the risk of being old-fashioned, is it too much to want them to ask, “Can I help you?” and mean it? |
| “Can” means having the ability. And, is a separate question from “May I help you?” which reflects the desire the help. Both are required. |
| I’ll ignore the English lesson, but that’s what Home Depot does! They hire people who are knowledgeable about the products, and they’re always happy to help. In fact, they’ve often walked me clear across the store to help me find something. I remember trying to buy a new toilet, which somehow became complicated, but the store manager went above and beyond to make everything right. Bottom line, and this may sound crazy, but they take pride in helping customers. |
| That started at the top. It was how the company was built. They wanted to be a big business that offered the expertise and service of a small hardware store. When the chain first started, they stacked empty boxes on high shelves to give the illusion of being bigger than they were, but provided training for their employees to make sure they could help customers with most home repairs or improvements. |
| Impressive, but it must be expensive to train everyone. |
| It is an investment. And, reflects priorities. But, not all jobs require that level of training. It is about mindset and perspective. Each employee that interacts with a customer has the power to make the experience a good one or a bad one. Customer service should be more than a stand-alone department. |
| I remember when we were “teaching” at KIPP Houston High School, and you explained to the seniors that taking pride in how you do your job, regardless of what it is, doesn’t “cost” anything and doesn’t require special training. And is a great way to stand out in today’s workforce. |
| When I was in corporate, I told my employees the same thing. |
| Do you remember when you interrupted the manager’s meeting at the table next to ours at Pappadeaux’s Seafood Kitchen to say that same thing? I bet that was the last thing they expected to hear from a customer. |
| I could not help myself. Although it had been years – no, make that decades – since I worked at the Strawberry Patch, one of the Pappas’ first restaurants, I still remember the manager, Steve Sims, explaining that the hostess is the first employee the customer would meet and that they set the tone for either a great start or a bad experience. Each person, no matter what their job, is an important member of the team. It has stuck with me all these years. |
| What a powerful but simple lesson. However, I have a hard time picturing you working in a restaurant. |
| You would have an even tougher time if you saw the uniform I had to wear. Luckily, there are no pictures. |
| Are you sure? Maybe I should call their customer service. |
| Maybe you should not … |
Want to read other columns? Here's a list.
When we first ran the post below, Red had never heard of “Dry January” (or “Damp January"), so Black wasn't surprised that she hadn't heard of a new phenomenon (especially with younger people) called "Dry Dating" (aka "Sober Dating"). The idea is to go on dates and see if there's chemistry when both people are fully themselves — no “liquid courage” allowed. And January’s the perfect month to test-drive it ...
| I keep getting emails about where to go for mocktails. I know alcohol-free cocktails, like Virgin Margaritas, have been around for a while, but I’d never heard that term before. Do you think it has to do with New Year’s resolutions? |
| It can if any of your resolutions are to loseweight, save money, sleep better. Or, drink less. Psychologically, January is the month when we “reset”, so a UK-based organization, Alcohol Change UK, started DryJanuary, where you abstain from drinking alcohol. |
| Perfect timing since many people shop, eat, and drink more than usual over the holidays. |
| I know you used to drink a glass of ColdDuck on New Year’s Eve, a tradition going back to our childhood, but that hardly counts as drinking. But, I have always wondered why you rarely drink, but never asked. |
| That may be the only thing you haven’t asked me. It isn’t for any moral or health reasons; it’s because, even many decades later, I still have vivid memories of overdoing it at a fraternity dance at college. Although lately, I’ve been drinking more than normal. |
| For you, that means more than one drink … a year. |
| Very funny, but pretty much true. However, after visiting Tennessee Hills Distillery in the fall, I did develop a taste for their flavored rum. So, between the ones I brought home and the bottles of Moscato that Natasha had delivered to me by Drizly as a surprise holiday gift, I’ve had more to drink this holiday season than ever before. |
| Well, I drank more this year, too. But, that is because, during COVID, I went over a year without a drink. For years, I used to go out to dinner several times a week and would always have a drink or two, but now do not go out as often. Combine that with a lack of dating, and myalcohol consumption is almost non-existent. |
| But your condo has a pantry that you converted into a beautiful bar with all those liquor bottles on display. And you’ve collected wine for years. |
| Yes, it looks enticing, but I do not drink alone. Never have. But, if I did, I would probably need to hide the liquor, or put yellow “caution tape” in front of the bar during Dry January. |
| That’s funny, but do you really think that people can go cold turkey for an entire month? That seems like a long time if you’re used to drinking on a regular basis. |
| Yes. Besides the fact many bars are taking advantage of Dry January to offer customers something new and different versus just alcohol-free versions of traditional cocktails, the demand for nonalcoholic beverages continues to increase as more people prioritize healthier lifestyles. Not to mention, many people now feel less social pressure to drink. |
| Please don’t start quoting statistics and studies! But don’t you think, come February, everyone will just go back to their “normal” habits? |
| Since you do not want me to mention any of the science, or the fact people are already drinking less, I will come at it another way. If once you start Dry January, you experience the health benefits, including more energy, why would you go back to your old habits? |
| Because it’s a habit? Sorry, I couldn’t resist. But good points, especially as we all know drinking can lead to health problems. Not to mention the risks of driving under the influence of alcohol. But I’d think there’s still some peer pressure to drink socially. |
| As more people are trying Dry January, or at least are aware of it, the more acceptable it becomes. And, the easier it is to find others to support you. Although sometimes you may need to avoid those people who do not. |
| Well, I’ve seen you drink this month. And you can’t blame it on me! What’s your excuse? |
| Dry January is not about having a perfect score. It is about reevaluating your relationship with alcohol. And, taking a night off does not mean the end of the effort. It just means it may be a Damp January. |
They may not be the most meaningful holidays, but they may be some of the most fun, so we’re rerunning this post. Of course, Red thinks popcorn is nothing to be taken lightly, since it gives her such happiness. But even Black has favorites (scroll to the bottom). What would be yours?
| It’s January, and everyone’s probably tired of reading about New Year’s resolutions. |
| Not me. Since I never make them, I never feel the need to read about them. |
| Of course, you don’t. So, what should we write about? |
| How about that we celebrate some of our favorite things in January? |
So many “National Days” in January are fun (we’ve written about them over the years) and remind us of some of our favorite things. (Can you pick which are Red’s favorite holidays and which are Black’s?) And whether or not you make resolutions, it’s always important to have a sense of humor and enjoy the simpler things in life …
- NATIONAL CLEAN YOUR DESK DAY: Resolutions Aside … A Clean Desk? Is That Even Possible???
- NATIONAL BAGEL DAY: Not A Trick Question ... Who Doesn’t Love Bagels?
- NATIONAL POPCORN DAY: Do People Really “Celebrate” Popcorn? Red Does!
- NATIONAL HUGGING DAY: Think Before … Hugging?!
- NATIONAL BACKWARD DAY: Celebrating Having Fun … And Success … By Being Backward?
Answer: Red’s favorites are Bagels, Popcorn, and Hugging. Black’s are Clean Desk, Bagels, and Backward.
Staying Real … On Social Media?