Todays post is brought to you by the letter C.
C is for cookie which is good enough for many but C is also for CURMUDGEON a term which I may deserve. You will have to make the determination for yoursel.
It has been seven years since I gave up my car. The decision came about for many reasons, I no longer enjoyed driving, after two accidents without injury I felt like my number was up, I had serious ecological concerns, I had just taken on my first mortgage. . . the list goes on. So my reality is I walk I bike and I use public transit. Not a season goes past that someone somewhere in our fair town does not write a letter to the editor lamenting the behaviour of students on the bus. Personally I see kids being kids oblivious for the most part to the adults around them. I have asked for a seat and willingly been given one on the rare days when I have been too loaded down to stand myself. I have excused myself when I needed to pass and no one has ever willingly denied me passage.
SO imagine my delight when the Darling Grand, a young man of 15, and I were on the bus during the recent Spring Break. It was just after 4pm and a woman in her early 50's got on and stood near to us. The Darling Grandchild leaned over and whispered in my ear "should I get up and give her my seat Grammy?" Proudly I nodded and he addressed her personally offering his seat.
We shuffled; he out, me to the window seat, and her sliding in to take my place. Not a smile did she crack, not a thank you did she utter. The Lad swayed above us as we crawled home. Imagine his embarassment!
C is for COURTESY and THAT is a two way street!
I recently had issue with our local Cable service provider. I was given misinformation and based on that misinformation I made a decision that I would not otherwise have made. I called back to see if there was some resolution to this issue. I was advised there was nothing that could be done for me. I asked for a supervisor who once again told me there was nothing that could be done for me (not true since the matter was eventually resolved to my satisfaction, but I digress) however the Supervisor would provide agent feedback and the agent would be coached on his error and his Manager could call me back.
OKAY so please tell me why I would be concerned about the career development of this agent,why I would be interested in internal disciplinary procedures? How would it help me as the consumer here today to know that in future, callers may not be provided with the misinformation I was given?
Oh and C is also for CUSTOMER SERVICE
and on with the C's or so it seems
Today I went to Giant Books- you know the one-the mega store that's larger than the community hospital in small towns. There were a number of specific titles I needed in a hurry and I knew I could get with one trip -not an option in my funky little independant bookstore. Putting my titles down on the counter I announced I'd like a Loyalty card because after all every body likes a deal, mine was expired by several years - I love my independant bookstore. The clerk to her credit pharased the question well - Was I a teacher or a senior over 65?
"I wish" I said.
"That's not an answer I have ever had" she said brightly. She said she planned to age with vigour and enthusiasm. I assured her that certainly I would have said the same thing just a few years ago but there would come a day when others would see her as grey and therfore old and as a corollory simple, feeble minded, or stupid. Surely not she said. I just smiled at her, my knowing older woman smile.
She verbalized my total as she swiped my debit card.
"How much?" I asked.
Sweetly she began to explain the bill, offering I had saved $13.
"But how much was the loyalty card?" I asked.
"Well you saved thirteen dollars." she began again.
"I understand I have benefitted from the loyalty card but HOW much does it cost?
Once again She tried the company line
"based on your purchases today I'd say with just one more visit the card will have paid for"
So here are my words to the wise corporate types out there, You can teach your customer service staff how to handle customer objections but seriously you cannot buy consumer loyalty with $25 of the consumers own money!
There was another topic I wanted to address and I am pretty sure it also began with a C but I think I have said enough for now and so I will just curl up for a nice little Catnap which also begins with C