Words & Banter

RED & BLACK … May I Help You?

Design by Sawyer Pennington, Underlying photo by Jon Tyson on Unsplash


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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.


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Me, neither.


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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.

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Well, at least you’re listening. Which is part of the problem.

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OK, now I need more information.

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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.

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Yes, they can be very time-consuming and frustrating, but there are ways to bypass the system.

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Thanks, but the problem started once I reached a real person. I don’t think people listen anymore.

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I agree with that, too. Or, maybe you do not get to the point quickly enough.

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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.

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Let me guess; it was not.

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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.

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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.


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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.


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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.


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At the risk of being old-fashioned, is it too much to want them to ask, “Can I help you?” and mean it?


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“Can” means having the ability. And, is a separate question from “May I help you?” which reflects the desire the help. Both are required.


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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.


Black's HeadBlack assets.rebelmouse.io

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.


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Impressive, but it must be expensive to train everyone.


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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.


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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.


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When I was in corporate, I told my employees the same thing.


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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.


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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.

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What a powerful but simple lesson. However, I have a hard time picturing you working in a restaurant.


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You would have an even tougher time if you saw the uniform I had to wear. Luckily, there are no pictures.


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Are you sure? Maybe I should call their customer service.


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Maybe you should not …

Want to read other columns? Here's a list.

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Red may be the theater major and movie fanatic, but when we talk about women’s equality and role models, ironically, I am the one who brings up movie and television characters. (Although she keeps trying to convince me that I am a role model.) Maybe because my favorite movie character is Scarlett in “Gone With The Wind,” and growing up, I was inspired by Marlo Thomas and “That Girl.” But once I learned the backstory of “I Love Lucy,” I realized Lucille Ball was the ultimate badass …


I Love Lucy. For many of us, myself included, those three words bring back memories of favorite episodes of the “I Love Lucy” show. And, although I would be hard-pressed to pick my favorites, some may reminisce that the show, which ran from 1951 – 1957, was from a simpler time and is dated. I would argue that the comic timing, the gags, and the chemistry of the characters have stood the test of time.

Maybe it is because they took frustrating situations in everyday life and then pushed them to the extreme – and made them hilarious along the way. For example, your young child wants a superhero at their birthday party. Reasonable. But for Lucy, after unsuccessfully trying to book Superman (Chris Reeves), she dons the costume in “Lucy and Superman.” A classic.

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It may seem odd to talk about footprints in the snow when most of us are experiencing record heat. But, as we all go through our busy days, it is easy to overlook how the steps we take in life, whether intentional or unplanned, good or bad, lead us to where we are today. And, while it is easy to focus on the past, the future is an untrodden path, waiting for our next step …

Back in 2004, I met an older couple participating in a Ferrari rally, and after a deep conversation over a long lunch, they became dear friends. It was an event that would change my life in many ways, and several months later, shortly after my husband “surprised” me with a divorce, the husband sent me an email that so moved me that I put it in my “Blue Book”. (A Circa planner with a blue leather cover, hence the name, that includes not only my calendars but also a section with a few things I re-read on a regular basis.)

Last month, he passed away. I always made a point of letting them know that “Footprints” had become an important part of my life. They are words to live by. And, in honor of my dear friend, who is loved and missed, I want to share that email. With no edits … as we do not get to edit our lives …

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Design by Sawyer Pennington, Underlying photo by Jon Tyson on Unsplash

To say that this summer has been hot is an understatement, but summer has always been a season to enjoy longer days, the slower pace, and summer eating. And just because we’re being bombarded with pumpkin-flavored everything, indicating Fall’s just around the corner, it doesn’t mean you can’t still enjoy the summer way of life.

When the summer started, Red struggled to balance the feeling that she should be getting more done with the “extra hours” vs. wanting to enjoy more leisure time. Of course, Black couldn’t resist pointing out,

There are 24 hours in a day, regardless of season. The extra daylight makes you feel like you have more hours. Regardless, summer is a great time to rethink how you spend those “extra” hours.

So, even though the calendar may indicate we only have a few weeks left of summer, it’s not too late to think about summer hours … and how you can adjust your mindset. Which can last, well, forever.

To read our full conversation, which includes Black suggestion of possibly doing a cookbook (was she serious or merely being her typical sarcastic self?), click here.