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It seems most appropriate that Flag Day falls during Effective Communication Month, or at least it does to Black, who years ago had suggested Red use race flags as a fun (and “safe”) way to communicate with her teenage daughter. From that point on, Red never looked at the “Stars & Stripes” the same way again … because she learned flags might be one of the most straightforward and effective ways to communicate – whether feelings of pride and support, messages to racecar drivers, or even to indicate your moods.
| 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!" |
| 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 … |
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