Created by Sawyer Pennington
| It seems like it was only yesterday that we were thinking about a new website. Now we're working on it non-stop. |
| Actually, we have talked about a new website for years, but deciding to create this website became a high priority when COVID-19 changed everything – for everyone. |
| No kidding. I was so surprised when educators reached out to us looking for online resources. But what really caught me off guard was when people started telling me my crisis, which happened years ago when my husband got fired, had so many analogies to what they're having to face today. |
| We all tend to live our lives day-to-day until something happens that is a catalyst to make us stop and take notice. To have to address the situation. The reality of our lives. First, it was COVID-19. Then the civil unrest and protests prompted by the murder of George Floyd. And now, with everything seeming to divide the country, the upcoming presidential election is only making things worse. It just seems that we are going from crisis-to-crisis. |
| I know that so much of what's happening today has left me feeling sad. And angry. And often helpless. But I'll admit, being able to talk with you and get non-emotional feedback has been an enormous help. |
| Funny thing is sometimes I just let you talk. Or, maybe it is that I just cannot get a word in edgewise. |
| Well, everyone knows that I'm the warm and fuzzy one who like to blah-blah-blah. But I have to tell you, even if I regret it later, that right now, given all the current craziness and stress, I even welcome your sarcasm. |
| In the past, my standard reply to that would have been, "You need to get out more." But, given COVID-19, that is probably not very good advice. |
| Does that mean you have no words of wisdom for me?! Wow, that's a first. |
| Technically, I typically do not tell you what to do. I just ask questions – sometimes lots of questions – to try to make you figure it out yourself. |
| I don't want to get in a debate with you, so can we change the subject? I'd LOVE to tell people how excited we are about our new website! Should we explain how we're starting with a few key posts in each of the sections, along with the "Banter Bites" that we launched on Twitter and Facebook earlier this year? And mention how we'll be adding new information every day? |
| You just did. |
| 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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