| 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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Black
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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.
Remember summer reruns on TV? Well, this month’s column is a first … it’s a “rerun” of our July 2020 column, except we added the word “CRITICAL” in the title. Because, four years later, we feel it’s very sad (and scary) that our sentiments about our country’s leaders having the strength, courage, and conviction to be independent thinkers are still relevant (maybe even more than before). So, the Fourth of July may be behind us, but Election Day will be here before you know it.
| I keep forgetting to ask you, since Sawyer is away at camp, what did you do for July 4th? |
|
Well, it was
a very different Fourth of July. No
kids. No barbeque. No fireworks.
|
| I know most of the fireworks were cancelled, but is your barbeque grill broken? |
| No, this year I decided to declare my "independence" from doing a big holiday grocery shop, major prep work, and cooking outdoors in Texas heat. |
| I wish there were more people willing to declare their independence. |
| Somehow I don't think you're talking about me making an easy pasta dish in the comfort of my air-conditioned house vs. standing over a hot barbeque on a hot day. |
| No, but the quote, "If you can't stand the heat, get out of the kitchen" does apply to a bunch of elected government "leaders" – and I use that terms loosely as they actually seem to be "followers." You cannot tell me they do not see how their actions – or inactions – are hurting their constituents. |
| Although I agree with you, I can see where some elected officials feel the need to maintain the party line. Like you've always told me, you have to pick your battles. |
| Yes, but we are talking about people's lives. You are the history buff, so you well know there was a time when people would give their lives to do what they felt was right – for their families, for their community, for their country. Even if that meant standing up to those in control. |
| Yes, but I think you're being a bit dramatic. Which is interesting as I was the theater major, not you. After all, equating sacrificing your life to taking a stand about your beliefs is different from leaders who aren't willing to "speak up" to "higher-ups". |
| Really? One is risking their life – the other, maybe, their career. True leadership is about doing what is right. And, if you feel that something that is wrong, take an independent stand. It is about having the strength, courage, and conviction to do what you believe is right. |
| Sounds like you watched "The Patriot" over the holiday weekend. |
| Never heard of it, but you are the movie-goer, not me. Although we both know your primary motivation is the popcorn. |
| True. Anyway, it starred Mel Gibson as an American colonist, and although an "action movie" showing our fight to win independence from Britain, it still explores those exact themes. America may not be a perfect country, but it has always stood up and been willing to fight for what it believes in. |
| Yes, but that is harder to do when leaders are not leading, but rather just following. Being a true leader requires independent thinking. | |
| That reminds me of something someone told me decades ago about a colleague they worked with, "He would be a great leader, if only people would follow him." It definitely made me laugh. |
| Sometimes you do not realize the wisdom of a true leader until much later. Initially, they may be measured by doing what is popular or convenient. |
| I love history, and there are countless examples of just that, but I'm not sure how you begin to crack that nut. Today, thinking, yet alone independent thinking, isn't what a lot of people do well. |
| OK, Miss History. After we got our independence from England, how were we ruled? Who made all the decisions? |
| Is this a trick question? |
| No, I do not know the answer, and I am trying to understand what happened and why. |
| First, my disclaimer that I know more about Tudor history than American history, but to keep it short and simple, the 13 states had to find a way to work together, and the original structure (if you're ever on Jeopardy remember "The Articles of Confederation") gave the states a lot of power. However, that didn't work out so well, and after just a few years, there was the brilliant idea to create The Constitution, which establishes and defines the separation of powers. |
| So, it required a lot of creative thinking, with an end goal of what was best for "We the people". In other words, when our country was born – it was led by independent thinkers not people that merely followed along. |
| Yes, but that's history. Good luck turning back that clock! It would require those "up the ranks" to relinquish some of their power. And need I remind you that we had to fight the War of Independence to achieve that? |
| That history fact, I do know. However, I think we have recently witnessed the importance – and power – of independent thinking. And, combined with good leadership, it can result in great things. |
| Absolutely! And to say there's such an overwhelming need for that at this critical time would be a huge understatement. Maybe it's time for another revolution, although this time make it peaceful. |
| The War of Independent Thinking. Now that would warrant fireworks. |
How you celebrate July 4th may change from year to year (Red will still enjoy a quiet holiday, but this year will be reading as it may take all summer to get through “War and Peace”), but what should never change is remembering WHY (one of Black’s favorite words) we celebrate as well as the sacrifices made to live in a free country …
| This is going to be a very unusual July 4 th for me, with neither girl being home. Natasha always hated the fireworks, but Sawyer would insist we do all the traditional things – barbequing, lots of watermelon, and then watching the fireworks in the Texas heat and humidity. So, this year, I plan to make it a really “cool” holiday … staying in the air-conditioned house, watching a movie or one of my TV series, and celebrating my day of independence from any “mom” responsibilities with a big bucket of freshly popped popcorn! |
| Well, everyone celebrates differently. But, when I think of Independence Day, I think about the challenges our Founding Fathers faced when they drafted the Declaration of Independence , especially as they did not always agree on issues. Challenges our nation continues to face (it is a holiday, so I will not get into the increasingly divisive aspects of politics). And, I cannot help but wonder how many people realize the extent of the sacrifices made by those who signed it in exchange for our country’s freedom. Which is why, as we celebrate July 4th, we need to remember, |
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We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness.
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What do you get when you cross Flag Day (June 14) with June being Effective Communication Month? Well, if you include Black in the mix, you get one of Red’s favorite memories … and a unique way to think about the importance of communicating – whether in your personal or professional life. And especially if you’re in a racecar!
| This past weekend, I noticed a bunch of flags on my street and wondered why since July 4 th is still almost a month away. But this morning, I learned that today's Flag Day. |
| Well, for someone who likes to decorate for the holidays, I would have thought you would have known all about it. |
| I've heard of it, but I never really thought much about it, let alone when it is. I knew it had to do with the American flag, but it surprised me that it has nothing to do with Betsy Ross, which legend has made the first flag, although it seems there's no evidence to support that. |
| If you want an interesting "story", read about why the American flag is called Old Glory . Regardless, the American flag, like all flags, communicates a message. |
| I know you like to connect odd dots, but only you would see a connection between flags and communications. |
| Not really. In the case of the American flag, they needed something to communicate a new nation fighting for its freedom . But remember when I gave Natasha a set of racing flags years ago? |
| How could I forget? It was a very difficult and challenging time. And although you had already made me realize that different people like to communicate differently , the problem with Natasha wasn't so much how to communicate with her as figuring out when. We were frustrated and walking around on eggshells because we never knew when she was in a good mood or a bad mood, when it was safe to talk to her, and when she needed to be left alone. |
| Sometimes flags are the perfect way to communicate a message when words are not an option. |
| Leave it to you to use racing flags to solve what seemed like an impossible situation in a way that was not only clever but appealed to her because of her love of cars and racing. And we know where she got that from! |
| It just seemed logical. As did the cheat sheet where I basically "translated" the racing meanings of the different color flags for your use. For example, in racing, a green flag can either be the start of a race, a re-start, or just displayed to communicate safe racing. With Natasha, it would mean it was "safe" to talk to her. In racing, a yellow flag means caution and to slow down, which needs no further explanation. |
| I remember her telling me, quite emphatically, that a black flag means "Go away." Which made me laugh because it just seemed so, well, appropriate, given that's something I could see you saying. |
| On the track, it means to go to the pits, usually because you are in trouble. So, I cannot argue with your comment about it being appropriate for me. But, keep in mind that a red flag means to "Stop!" |