Category: Commentary

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Called To Serve

It’s Election Day in America… which is the most wonderful opportunity for citizens to have an impact on our nation. With so much frustration and turmoil happening all around, many feel their voices are unheard, that no one is listening. One thing is certain: the greatest gift – and responsibility – of living in a free society is to exercise your right to vote. If you need any reassurance or perspective on how important that is, just think about all the Iraqis who had their index fingers inked last year.

This election arrives particularly close to home for our family. Last summer my wife made the decision to run for a position on our local school board. After 12 years of helping our children navigate through public schools here, she felt the calling to participate in the leadership process. Ours is an open election in which you blindly declare for a specific seat, regardless of where you live in the district. As it turned out, she has no challengers – while another open position has three people vying for votes.

It was one of the special moments of my life when last week during early voting I cast my ballot for Kathy Handler, TISD Board of Trustees, Place 1. I would have voted for her even if we weren’t married. She’s a great listener, logical… a consensus-builder who seeks to find solutions rather than point out problems. She’ll do great.

Whether you’re running for political office or a regular citizen like me – with one vote and one voice – everyone is equal today. This is your opportunity to speak loudly… even if you’re the only one who hears how you feel.

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Unpleasant Experience

Customer service is one of the ‘givens’ companies have to deliver well… especially when folks come to them with problems. Disney uses the word ‘recovery.’ I prefer, ‘We pay you money, so fix it.’ A problem is the reason I called the phone company this morning, needing to find out how to change the fact we couldn’t access voice mail.

The first person transferred me to a second who – unable to assist me because ‘that’s handled by another department’ – transferred me to a third. After a computer-generated voice prompted me to enter our primary phone number for the third time, a woman came on and said, “May I have your phone number, please?” (Really? You guys handle a bagillion calls every day and you have to ask my number after I entered it three times!)

Our conversation went something like this:

“Sir, I understand you’re having a problem with your phone lines.”

“No, we can’t access voicemail. I’m calling you from our phone line.”

“Did you know we have a troubleshooting guide online?”

“Yes, I do. In fact, could you let someone know I tried that five times before calling, and each time after entering our phone number it kicked me back to the home page.”

“Yes, all you have to do is enter your phone number…”

“You’re not hearing me, ma’am. I tried that and it didn’t work.”

“Let me explain the steps, so next time…”

“Ma’am… could you please stop speaking and listen. I need you to tell me…”

(Loudly) “Sir, I’m only trying to help you.”

“Monica, I have yet to raise my voice and you seem to be getting frustrated. After 15 minutes, would it make more sense that I should be the one who’s frustrated?”

(Still loud) “Do you want my help or not?”

“May I please speak to your supervisor?”

“Absolutely.”

From that point, a wonderful – and quite apologetic – woman named Julie came on and her first words were: “Did anyone tell you there is a problem in the Houston area and we’re working to fix it as fast as we can?”

I laughed, she apologized further, and within five minutes taught me how to listen to voice mail online. Then she told me about an App that allows us access from our iPhones. I thanked her twice, and – knowing the call was being recorded – said, “When you work to train Monica, please let her hear how you listened and promptly solved my issue. You did great.”

In your business, no matter how big or small, make sure everyone who comes in contact with customers understands the right way to speak with them… especially anyone whose title contains the words ‘customer service.’ If they fail, it reflects on you.

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Ships Passing

Earlier this week I stepped on an empty express elevator in a downtown high-rise occupied by a single large company, and behind me came an employee pushing a mail cart. Even though this is a tall building – and I’m only there about five days each month – our paths have crossed several times. He said hello and offered a smile.

After pushing the button to take us down to the ground floor, I asked, “How long have you worked here?” He answered, “A long time.” I said, “How long?” He looked up at the lighted numbers counting down from 46, paused, turned back to me, grinned, and said, “This week is 30 years.”

The elevator stopped, the door opened and he exited while offering a nod, focused on delivering letters and packages to their recipients. I headed to the parking garage, thinking, “There’s someone who seems at peace.” Then it occurred to me that I didn’t ask the gentleman’s name and know nothing else about him. I didn’t even think to wish him a happy anniversary.

Chalk this up as a missed opportunity… another lesson learned. Next time we ride the elevator together, I’ll be sure to ask him to share a story. I’m guessing his perspective would be quite enlightening about my client.

So, here’s the question for you: Who’s the person in your building who might brighten your day with a story? Perhaps it’s time for a visit.

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Depths of Exploration

Gloria Stuart passed away recently. She was 100… born on the Fourth of July in the year our nation celebrated the 134th anniversary of the signing of the Declaration of Independence. She was a beautiful actress during the early years of ‘talkies,’ and a founding member of the Screen Actors Guild. Then Gloria quit making films to raise a family. Fifty years later she reappeared, playing the aging role of Kate Winslet’s character Rose in Titanic, and became the oldest person to be nominated for an Academy Award.

“When I graduated from Santa Monica High in 1927, I was voted the girl most likely to succeed,” she said. “I didn’t realize it would take so long.”

Stuart touched movie watchers when Rose tossed the ‘Star of the Sea’ sapphire into the ocean at the end of the film. It was a symbolic gesture that served as an exclamation point and soft landing following the intense drama surrounding the depiction of the sinking of the unsinkable ship.

She also should serve as motivation for everyone who wakes up in the morning tired and weary from daunting challenges. After all, if Gloria Stuart – who appeared in films with Boris Karloff, Charles Laughton and a seven-year-old Shirley Temple… all before 1936 – can deliver a wonderful performance as she approached 90, shouldn’t all of us be able to make it through the next day with a little more energy in our step?

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Zoom Zoom Zoom

Our middle child – and only son – turns 16 today. That means this afternoon we’re heading to the Department of Public Safety where he’ll take his driver’s license test. As he’s spent a lot of hours behind the wheel since getting his learner’s permit, I’m confident he’ll pass in flying colors. (That’s assuming he can overcome the pesky parallel parking that trips up so many.)

The concern I have is putting a young man who’s growing up in the video game generation – where there’s always a reset button – on the road. It’s not so much I’m worried about how he’ll do. It’s all those folks who blow through stop signs, speed through changing lights and cut in and out of traffic like they’re late for claiming a lottery grand prize. Face it, driving is a lot different today than when I got my license nearly 35 years ago; although we definitely did our fair share of ‘what were we thinking’ things.

There are several parallels between driving and business. First, obviously you can’t just hit ‘start new game’ when things don’t go as planned. You have to get out the map and chart a new course. Second, there are a lot of road hazards, and you have to pay attention at every turn or someone or some thing may come shooting at you out of nowhere. Third, you’re going to make a few poor judgment calls, and all you can do is head to the repair shop, bang out the dent and get back on the road to success.

The best thing about having a son receive his driver’s license is he can now chauffeur our youngest to after-school activities… assuming,  of course, I actually ever let him leave the house.

[Prior to allowing our son to climb into the driver’s seat, we mutually agreed to abide by the guidelines below – and I referred back to them on several occasions. My apologies to the author for not remembering where on the Internet I found this; full credit belongs to him/her.]

Reminder Notes before I get in the car with my son…

> I love my son!

> My son loves me!

> If we are running late – don’t let him drive.

> If it is a really tough time to drive or we are going to an awkward destination, don’t let him drive.

> If he misses an instruction or doesn’t understand an instruction or is confused, the default is to go straight ahead or keep going.

> Any criticisms I make are not personal; they are about making improvements.

> I want him to be safe on the roads.

> There are to be no arguments about my criticisms until we have finished the drive. Then we can disagree!

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