| It is February, so I suppose we should do something with a Valentine’s Day theme. Which is too warm and fuzzy for me, so you are on your own. |
| You’re not getting off the hook that easily! Although, as the most pragmatic and non-emotional person I know, I doubt that you’ll have anything of “romantic” value to say. |
| Well, I could talk about the business aspects of sending flowers, heart-shaped boxes of chocolate, and remembering to tell people you love that you love them – which, by the way, should NOT require a holiday. |
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| You’re right. Maybe I do need to write this on my own. Especially since there’s nothing wrong with using Valentine’s Day as a reminder to tell people you’re thinking of them. |
| I thought that was one of your New Year’s resolutions – to reach out to people you have not spoken to in a while – whether friends or distant family. Or, even new acquaintances. |
| It was. And I loved your idea to pick one person each month to reach out to – whether by phone, Zoom, email, or even a handwritten note, so that by year-end, I’ll have touched the lives of 12 people. |
| Let me guess. You had it to do on your January “to-do” list, and it never happened. |
| Exactly. So, instead of feeling motivated, I feel defeated. |
| I am confident you wished lots of people “Happy New Year,” so that counts for January, and you still have time to send Valentine’s Day wishes, so you are good until March. You are on a roll, so keep up the good work. |
| You definitely look at things differently than I do. But I have February covered, as when I was at HEB buying Valentine’s Day cards for the girls, I bought one for Lisa, my best friend since grade school. She was just made a partner at her law firm, and instead of a congratulations card, I found the perfect Valentine’s Day card that talked about friendship. And I took the time to add a heartfelt, pun intended, message of congratulations. |
| Maybe you should stock up on Valentine’s Day cards and then use them all year long for an assortment of purposes. |
| Well, that sounds good, but I’m afraid it will fall by the wayside, along with so many other good ideas I’ve had over the years. |
| That sounds like a defeatist attitude. Explain how you manage to go to the gym at the same time every Monday, Wednesday, and Friday, but cannot reach out to one “special” person during the month. |
| That’s because I finally listened to you and put it on my calendar and treat it like a doctor’s appointment. |
| And, what about your calls with Nina, your friend in Australia? I appreciate the time difference is a challenge, but you have spoken with her twice in the last month versus only a handful of times in the last year. |
| This is getting annoying. Same answer. By scheduling it. Before, we’d end each FaceTime with a general “talk soon,” and then months would go by. Now we pull out our calendars and schedule the next one for two weeks later, knowing that if something comes up, we may push it out a week. |
| So, take a similar approach to reaching out once a month to the people on your list. Maybe even pick a person for the next month, choose a specific day, and put it on your calendar versus having it on a monthly “to-do” list. |
| I’m feeling a bit foolish because that’s an incredibly simple idea, but a good one. I have so many things on my “to-do” list, but rarely put any of them on my calendar. That alone will make it a high priority. |
| Remember, we live in a world of email and text messages, so anything handwritten is special. But, it does not have to be two pages long, although that might become a keepsake. |
| Funny you mention that, as I recently received an email from Levenger about the lost art of the love letter. And although their intention may have been romantic, I couldn’t help but think a handwritten note, whoever the recipient, shows you care enough about them to put pen to paper. |
| I received the same email, but saw it as marketing their selection of pens and other potential Valentine’s Day gifts. But, it did remind me I needed to order more Circa products. |
| I guess that’s one way to celebrate Valentine’s Day. |
| Well, if it makes you feel better, in January, I sent a few dear friends some heart-shaped gingersnap cookies. |
| If it were anyone else, I’d say how thoughtful. But with you … what’s the real story? |
| In December, a business associate sent me a box of beautifully packaged gingersnap cookies. It included a note stating all proceeds support The Center for Pursuit, which promotes the pursuit of choice, growth, and independence for people with intellectual and developmental disabilities, autism, or similar conditions. When I went to order some as gifts, they were all sold out. When I checked again in January, I saw they were back in stock and even had limited edition heart-shaped ones. |
| Now that makes sense. Did you even try the cookies? |
| Yes, and they were delicious, so I immediately gave them to the guys downstairs to avoid overindulging. |
| Of course you did. So now that you did something sweet (well, technically, gingersnap cookies aren’t sweet) in December and January, what are your plans for February? |
| You forget, reaching out to people every month is your resolution. Not mine. |
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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. |
| 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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