| 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.
We first ran the post below five years ago, and we’re glad April’s no longer Autism Awareness Month but now is Autism Acceptance Month. Especially as autism seems to have become more commonplace (partially due to improved diagnosis, but also less stigma). Most important, though, is learning about autism, including how to talk about it in a non-judgmental way … because that’s what helps all of us move from awareness to acceptance.
| Did you know that April's Autism Awareness Month? I wasn't aware (pun intended) of it until I read our local homeowner's monthly newsletter and it caught my eye. |
| Actually, last month the founding organization, the Autism Society, changed "Awareness "to "Acceptance" to foster inclusivity, as knowing about something is very different from accepting it. But I am guessing that is not the point of this call. |
| Although it isn't autism, it reminded me of years ago when we found out that Natasha has learning disabilities. |
| I think you mean DIFF-abilities. |
| Of course, that's another thing I remember. I was focused on the negative aspects of her diagnosis until you asked me, point-blank, "Why are they called disabilities?" And proceeded to explain that everyone has different strengths and weaknesses. |
| Exactly! Imagine the world if everyone excelled at math, but flunked English. Or, a world of lawyers, but no musicians. Some people are better at social skills, while others excel at handling technical data. Why not just say that people who have different skillsets and abilities have DIFF-abilities versus making them feel like they have shortcomings? |
| I know that you completely changed my way of thinking, not only about Natasha but about the concept of "disabilities" full stop. It opened my eyes – and my brain – about how just because someone has challenges or limited abilities in some areas, that doesn't mean they don't have different gifts and strengths in other areas. |
| Exactly. Although autism is a "spectrum condition" meaning it affects people differently and to varying degrees, it is a complex developmental disorder that can affect a person's social skills, and ability to communicate and interact with others. However, autistic people usually possess some extremely valuable traits that are rare in non-autistic people. |
| Which is why it frustrates me that so many people feel like those with disabilities, excuse me DIFF-abilities, are "lesser" people. When Natasha was diagnosed, she was in her teens and already had a very strong personality (no doubt inherited from you) and, luckily, seemed to have an innate understanding that she was just different, not better, not worse, than others. I guess one of the biggest challenges is to get others to see things with the same mindset. |
| We are a story-telling society, and there are countless stories of people with DIFF-abilities, including those with autism, that are eye-opening and more powerful than anything we could ever say. |
| Funny you say that, as I was curious to learn more about autism and found some inspiring quotes (including a wonderful Tom Hanks clip) that not only gave me great insight but made me smile. One of my favorites was how Paul Collins, an author and parent of an autistic child, said, "Autists are the ultimate square pegs, and the problem with pounding a square peg into a round hole is not that the hammering is hard work. It's that you're destroying the peg." That's such a great way to describe not only those with autism but any disability. |
| Well, technically, it will fit, but it requires that the diameter of the circle be larger than the diagonal of the square. Basic geometry. But, I understand Paul Collin's point. |
| Talk about DIFF-abilities! Couldn't you just agree with me? |
| The thought never crossed my mind. |
| So, how do you plan to explain how our WORDS & BANTER section is different from BANTER BITES? Although it often takes more than a "bite" of sisterly banter to address topics, especially since we always seem to have very different perspectives. |
| You just explained it. |
| Do you think we should mention how, on the surface, it may appear as a hodge-podge? An assortment of topics. Things that don’t fit “nice and neat” in specific categories. |
| Areyou describing WORDS & BANTER? Or, life? |
| I should've known that you'd answer my question with a question. |
| How long have I been your sister? By now, you should be used to it. |
| True. Just like you should be used to my blah-blah-blah. |
| Which explains why we never have a shortage of words … or sisterly banter. |
| That, and the fact that you always seem to have a different point of view or perspective on any given topic. |
| We are sisters— not clones. |
| Well, sometimes I think you’re a Vulcan. Anyway, should we mention that if they want a weekly dose of Red & Black banter and perspective, they should sign up for our newsletter at the bottom of this page? |
| You just did. |
Red assets.rebelmouse.io We love it when Passover, Good Friday, and Easter overlap. Yes, they’re very different celebrations, but they have a lot in common — tradition, history, family, and hope. And the post below is worth repeating, because we wish everyone could remember what we have in common instead of our differences …
| I can't tell you how much I love when Passover and Easter are close together. And this year, the last day of Passover falls on Easter! |
| They usually fall close to one another, and when the girls were young and celebrated everything (which many interfaith families do), it allowed me to be efficient in terms of gift-giving and celebration meals. |
| I'll never forget you adding fluffy Easter bunnies and pastel-colored eggs to a Zabar's basket of Passover goodies. But I wasn't really thinking about that. |
| Let me guess. You want to use this as an opportunity to remind me – once again – that the Comparative Religion class you took decades ago at Wake Forest University was one of the best classes you ever took. |
| Fine, make fun of me. But that class was such an eye-opener. Before it, I thought there were huge differences between the religions. But the reality's very different. We have much in common. |
| Yes, a belief in something bigger than us, in faith, in traditions, in celebrations that go back centuries. |
| Exactly! And while people might celebrate different holidays based on their religion, when those holidays come close together it's a perfect reminder of what's truly important. Our fundamental values are so similar. If everyone could see that, maybe we'd be pulling together more and be torn apart less. |
| It is up to each of us to decide whether we want to focus on our differences or our similarities. |
| At this point, I'd settle for respect, tolerance, and understanding. |
| You left out world peace. Well, given that Passover and Easter both celebrate history … and hope … maybe your request is reasonable after all. |
| In that case, whether our readers are eating the last of the matzo or hunting Easter eggs, I think we should wish them a very happy holiday… one filled with hope, happiness, and peace. |
| You just did. |