Susan's Scribblings the Blog

A writer from the Philadelphia area shares the week online.
Susan's Scribblings the Blog
  • Who the Heck is Kayewer?
  • Monthly Archives: January 2018

    • Fault Line

      Posted at 3:29 am by kayewer, on January 28, 2018

      In life, we don’t always hear somebody admit to a fault. We have become so desperate for perfection that we deny ourselves the learning experience of admitting we make mistakes. Sometimes people even resent the fact that somebody admits to being imperfect, as if it’s a crime to be human.

      That is why a customer service wish coming true for me this week made such a difference. I have always wished that, just once, a customer who has filled an email with gripes and bile would find it in their heart to admit that it might not have been human error on our part, but theirs. Often when we fix a problem, we simply don’t hear from the customer again. We never do find out what the cause of the problem was.

      Late this week, a gentleman (and I use the term with the utmost regard) emailed us to say that he realized he had made a mistake which was preventing him accessing something on our website. He had tried to log in with a stray character in the field; a mere slip of the finger when entering a piece of login information which made all the difference. He went on to say that he admits when he is at fault. Now that is a real upstanding person.

      Reminds me of a fictional admission of wrong in the movie Dirty Dancing, in which Baby’s (Jennifer Grey) father admits to having misjudged. “When I’m wrong, I say I’m wrong,” he said.

      Wouldn’t it be nice if we didn’t have to wait decades to hear such an honest apology from somebody who started an interaction by putting the blame on the second party.  “It wasn’t you, it was me,” still works in society. Let’s keep it in mind.

       

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    • Mind Yourself

      Posted at 4:07 am by kayewer, on January 21, 2018

      As humans, we try hard to be or seem smart, but we miss the mark sometimes. I recently read about a customer complaint to a travel agency, stating their displeasure at not finding a sign posted at the site of a hot air balloon ride, to warn that people who are afraid of heights should not ride. Perhaps they thought it rode on a track.

      I had a customer complaint about privacy issues and filling out an opt-out form. The description is in the name (you are choosing the option not to do or receive something), but the person noted a lack of instructions and wanted to know if checking off the boxes in the selections meant they were giving their consent to receive such offers or not.

      Another person grumbled that the page link sent to them lead to nothing. It actually required scrolling down slightly to the desired area, but it took three back-and-forth communications to point it out. When we didn’t hear from them again, we had to assume they figured it out.

      Such “d-oh!” moments, one would think, would warrant a thank you at least, but I have yet to get one. I suppose it can be hard to text with egg on one’s face, but we are all human and err quite a bit, so that shouldn’t matter. If you learn something from the mistake at the end, it should be worth the flush of shame for a second or two. Once the help works, say thanks, folks, and move onto the next in the endless stream of life’s complications.

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    • That Smarts

      Posted at 3:37 am by kayewer, on January 14, 2018

      We humans have plenty of hangups, even when it comes to intelligence. We all compare ourselves to who is dumber or smarter than we are, and whichever way we go, we tend to feel contempt at times because of what we do or do not know. Being smart, however, has its rewards when applied properly.

      I had a few opportunities to apply my analytic mind to situations. They may not be big situations, but taking a moment to figure something out is rather cool. It’s the reward of sentience and humanity doing its most good. Here is one.

      I was handling a backlog of requests for email responses (because I’ve been hauling food for the past two weeks, as previously noted). One email came up for somebody whom we will call John Q. I was supposed to email him at Yukon, which had an email designating it an educational address. Of course there is a Yukon territory which has a college, but when I tried to send the email, it bounced back. I tried checking the official record, but the student had not recorded the email to refer back to. Then I looked at the home address, and it hit me: the student was at a kind of “Yukon,” but it was the University of Connecticut, known as “U-Conn” for short. The email went out with no problem.

      I wonder what would happen if two students from Connecticut and Canada met and had this culture shock of two “Yukons.” If they’re educated right, they’d know the difference.

       

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    • The Food Run Diet

      Posted at 1:11 am by kayewer, on January 7, 2018

      I have come up with a way to curb my cravings for junk food, but it isn’t one that just anybody can take up themselves, as it requires specific job skills and circumstances which create a psychological aversion to those very foods.

      That is what happened to me when I became a food runner this week.

      Four days before the New Year, I was tasked with assembling an assortment of snacks to help the 24-hour work crews at my office over the weekend. This meant a BJ’s run to that mecca of super sized merchandise and abundant quantities for the hungry office phone staffers, who know what keeps their body clocks ticking.

      Actually, it took two runs. I have a mid-sized car, and it only holds so much. So does one of their huge carts, unless you come with a friend and a second cart. It was just me, one cart and one car, and no budget. As long as they eat, have it to be eaten, is the motto under such circumstances.

      Everybody was taking phone calls to help customers with extreme cold weather issues, including me. When they put folks like me on the phones, you know they need help. Eventually, however, necessity won, they took me off the phones and had me don my related duty hat.

      You quickly learn in a customer service office environment that related duties are the most intense of any you ever trained for. That’s why they don’t train you on those.

      So there I was, doing seat-of-the-pants shopping for food at the big wholesale club. It’s hard, because the only time you seem to get feedback is when something you got them doesn’t fly. We found out that one department does not like hot chocolate, because nobody drank it. You can’t even survey something like that. Well, you could, but I found that my department is a little slow when it comes to using email voting buttons. But I digress.

      So I bought stacks of 400 plates and packages of cups the size of a nine-month-old, boxes of pastries, dried fruit pick-me-ups and natural clusters of grapes. Napkins and brownies. Granola bars and cookies.

      Then came the soda.

      Even though I am not Catholic, I decided to try giving up soda for Lent last year; that Saturday I had to argue with McDonald’s because they would not substitute a shake for a soda, so I was stuck that early into the trial. Since then I have had soda twice more, and both times at Mickie D’s. But every time I go on a food run, there I am carting around two-liter bottles of the various concoctions by the armfuls.  Yesterday, on what I hope is my final food run, I carted off 14 bottles of Coke and Pepsi from Acme, along with bottled water, chips and mustard and mayo for sandwich trays this weekend. My bill said I saved 30 percent with the sales I took advantage of. I also didn’t touch a drop.

      But between the two-day BJ’s run and yesterday, I had to order catering every single day. We are talking about vast 20-person trays of ziti and meat slathered in sauce and Parmesan cheese, cool green salads, garlic rolls (mmmmm) and waterfalls of soda.

      My daily routine became dividing up quantities by department, ordering, finding who in management had money left on their corporate card, signing, tipping, stacking food on a trusty mailroom cart (which became my companion for four straight days and lived in my cubicle), elevator rides and trips through the departments to distribute and set up, then scan receipts and move to the next order.

      I have seen and smelled a variety of food this week. Normally I would sample some, but I didn’t touch any of it. Which goes back to the concept of a diet which may work.

      I was so tired of all that food, that I didn’t want it. I consider myself cured.

       

       

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