Service Masters

Recently my subscription to The Athletic auto-renewed for another year. The next day I realized my wife’s New York Times subscription includes The Athletic, so that evening I went to their website to find out how to contact them and request a refund.

Whenever using online Chat for customer service, I have a bias that it’s likely AI or some FAQ auto-responder; thus, I start with: “Are you a real person?” Since the response was, ‘Yes’, I explained what happened in a few short sentences. The typist on the other end asked for my user name, confirmed we were covered by the NYT, and said they would issue a refund.

Whenever using an online Chat for refunds, I have a bias that it’s likely the credit won’t show up in our account for some time; thus I write: “When can we expect the funds?” Since the response was, ‘Might take up to five business days’, I made sure to check the statement a couple days later. Sure enough there was the refund.

Things don’t always go this easily, so I took the time to send an email explaining what happened and thanking them. Having been a small business owner, I learned 25 years ago that people are quick to point out what’s wrong… and seldom take the time to acknowledge a job well done. I try to remember to do that. 

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Rolling Along

The noise started whenever our CR-V hit 40 mph. Thump-Thump-Thump. It’s my wife’s car, so I drive it only occasionally – and usually with us having conversation or ‘E Street Radio’ or ‘College Sports Radio’ playing on Sirius XM. Thus, when she told me, several times, there was a problem, I said, “It’s not that bad.” Of course, I had purchased an inferior tire compared to what we always had, so there might have been a slight bit of hidden defensiveness in my response.

Months passed… then a year… and finally it became so loud that even I admitted something was amiss. So I showed up at Discount Tires one Friday morning when they opened. After explaining our situation to the young man helping me, he said, ‘You bought these more than a year ago, so I don’t have the authority to do anything.’ He walked over to his manager and spoke to him. The manager came straight to me and said, ‘Let’s to take a look.’

On the walk to our car, I told him what happened and suggested that he drive it to see for himself. He checked the tires, asked me to turn the wheel in each direction and said he didn’t need to drive it. We went back inside and he asked, ‘What would make this right?’ I told him: “I want to go home and tell my wife it’s resolved and that there are Michelins on her car.” He said. “How about I give you our best price, plus a $250 credit on these?”

Listened well. No excuses. Problem resolved.

Forty-five minutes later I got in my car and turned on to the access road. Thump-Thump-Thump. I wasn’t angry… just frustrated. So I called the friend who works on our cars, explained the issue and dropped it off at his house. He tested and said the bearings on the front left were bad.

New tires. New bearings. New silence.

From now on: only Michelins… and always, always, always address a problem when it arises. 

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Worth Waiting

In 2015 and 2016, I was invited to work with a large franchisor on strategic planning for each of their then 12 brands. A couple years went by so I circled back to see if there might be an opportunity for another round. “We decided to use a larger firm,” I learned. “They have more people who will be involved in the process.”

Covid happened. Time flew. Other clients appeared. Yet, I always stayed in touch with the COO, who I’ve known for nearly 20 years. Perhaps the simplest thing I do is wish her a happy birthday each year.

In the spring, that organization’s VP of Strategy contacted me: “We want to do strategic planning for six of our brands this summer and [CEO Name] said I should talk with you.” After a couple of conversations, he shared that, from his understanding, the last round with the larger firm didn’t align with their culture.

This summer I made four trips there to work with the leadership team of each of the brands… helping them prepare for 60-minute presentations to the CEO and CFO. Those are happening this week.

You never know when a former client will come back around. It’s important to stay in touch and continue to be available when needed. This organization now has 19 brands, and they told me to expect to work with the other 13 during the next two summers.

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Family Affair

With kids heading back to school, I’m reminded of that perennial favorite first week assignment: “What I did on my summer vacation.” Many youngsters will respond: ‘We went to Disney’ or ‘I learned to ride a bike’ or ‘Stayed at grandmas’. In our house, however, we experienced something for the first time in 25 summers living here.

There is a crepe myrtle outside our circular laundry room window. In May, we noticed a robin building a nest… and soon sitting inside it. From our upstairs window we saw two blue eggs, so it became a daily ritual to regularly check on the soon-to-be chicks. After a couple weeks, as expected, there were two tiny heads tilted upward with mouths wide open – and momma would return frequently to feed them. (Two things: hatchlings are stranger looking than expected; and, you mean that’s how baby birds are fed?)

After a couple more weeks, the little ones left the nest and were hiding in our bushes, occasionally flying around the yard. It was a great experience to witness.

But wait. There’s more.

Who knew red-breasted females lay eggs more than once a year? Well, they do… and by July we embarked on a second journey – this time with one more settled in the nest.

Soon there were three little babies with mouths open… and we checked on them each morning until the day they tumbled out of their safe space. The past few weeks, I’ve watched with paternal joy as the family of ‘my birds’ hop around outside my office window. When winter comes and they fly north – or whatever robins with a two-year life expectancy do – I’ll miss the little ones and their momma.

So that’s what I did this summer.

The end. 

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Pillow Fight

Last month we traveled to downtown Waxahachie, Texas, for the celebration of my first boss’s 75th birthday. It was quite a Saturday night bash for longtime DFW sportscaster Dale Hansen… complete with a Q&A, during which he spoke about his career, a live auction to raise money for three charities, and a concert by his favorite performer, Rockin’ Jason D. Williams.

Arriving home the next day, I realized my memory foam pillow failed to make the return trip. (My bad!) I called the Marriott front desk and the person who answered said she had it. All I had to do was call back on Monday and speak to the front desk manager.

I did and that person told me to go to www.ileftmystuff.com and fill out a report, then I’d be contacted on how to have it sent to me. Although I lost my Bonvoy Platinum status this year, it was good to know Gold still carried some weight. Filling out the form took five minutes and a person contacted me by email within the hour to let me know I would hear from the hotel soon.

Days passed. Then a couple weeks. I circled back to let ILMS know there was no further response. Finally a month after our overnight stay, the hotel reached out and said they didn’t have the pillow. I responded with a copy to ILMS: ‘That’s interesting, since you had it four weeks ago.’ Within 10 minutes, an autoresponder came from ILMS: “The hotel has your item. Please contact us to finalize shipping.”

I did and learned it would be $125… for a two-year old pillow that cost 50 bucks. So I told the hotel to keep it.

Lessons Learned: Nothing is ever easy… and… never forget your pillow. 

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