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| I still can’t believe you didn’t know what D-Day was. |
| All I knew was it had to do with World War II and beaches. And, required lots of strategic planning. Remember, I am not a history buff like you. |
| Or a movie buff. There has been an assortment of D-Day movies, and I wouldn’t expect you to have watched the older movies, like “ The Longest Day” with John Wayne, but I figured you’d have seen “ Saving Private Ryan .” |
| The Tom Hanks movie? It was a great war movie, but from what I remember, it was about the search for a particular soldier during WWII. Although I remember the opening scene showed the horrors of war. Regardless, I do not get my “history” from movies that might take literary license for the sake of storytelling, even if Steven Spielberg’s movies are mostly accurate. |
| That opening scene WAS D-Day. |
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| I know that … now. I always remembered D-Day fell on June 6 because Mom and Daddy got married on June 6 (1950). And, almost 40 years later, you got married on their anniversary. |
| Well, that’s ancient history. And unfortunately, my marriage wasn’t as successful as D-Day. Although I’m not a WWII expert, D-Day’s also known as the Battle of Normandy and considered the beginning of the end of the war in Europe. It was an incredible turning point and changed the course of the war . And history. |
| I have always found it fascinating how a singular event can turn the tide, not only through its success in the moment but in its ability to inspire people. How bravery, perseverance, and the willingness to fight for what you genuinely believe, to the death, if necessary, is extremely powerful. |
| Are you talking about D-Day or more recent events, such as the war in Ukraine? I can draw parallels as they’re both about fighting for freedom in Europe, which also impacts the world. But it’s as if people refuse to learn lessons from history. And we live in a world, in a country, that’s becoming more and more polarized, with seemingly fewer and fewer people willing to put the greater good above themselves. |
| That is why days of remembrance, such as D-Day, are so important. I may not have known the specific details, but that does not stop me from appreciating and respecting the sacrifices that so many made for our country. At the time, those soldiers may not have known the far-reaching impact of their actions, or even whether they would be successful, but that did not lessen their commitment and bravery. |
| I can’t imagine the feeling of responsibility and willingness to die for the future of the free world. Historians regard it as one of the greatest military achievements ever, but not to lessen its significance, and I’m almost embarrassed to admit this, but I’ve never known what the “D” in D-Day stands for? Maybe Departure, Decision, or even Doomsday? Although I could make a case for Democracy, Determination, or Daring. |
| How about “Day”? And no, I am not being sarcastic. “ D-Day” was an Army designation used to indicate the start date for a specific field operation. So, it does not stand for anything. At least, not at the time … because D-Day now stands for so much. |
To honor the significance of D-Day, consider taking a few moments for these inspiring quotes.
| 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. |
| 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 … |
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