| 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 … |
Want to read other columns? Here's a list.
What does Thanksgiving have to do with shoes?! Or, the fact some of Red’s most memorable Thanksgiving celebrations happened when she lived overseas and introduced the holiday to friends, none of whom were American. But this column from 2022 is bittersweet for Black, as shortly after it ran, her good friend John passed away … yet the memories of Thanksgivings spent together – and of dear friends – live on. (But that still doesn’t explain the shoes …)
| At the risk of asking you a warm and fuzzy question, have you thought about what you’re most thankful for this Thanksgiving? |
| Yes. |
| I should’ve guessed that you’d take the question literally. Could you expand on that a little, or at least give me a hint? |
| Friends. |
| I should’ve guessed that too since John’s been in the hospital for the past several weeks and is one of your oldest friends. |
| Not sure “oldest” is the kindest way to define it, but he and his wife have been my closest friends for over 35 years. To the point that John calls me his “second wife,” although he’s only been legally married once. |
| That’s funny, but on my recent fall foliage trip, I realized it was so much more than chasing leaves as I experienced the joy and appreciation of visiting a dear friend and her family. And while phone calls, texting, and even FaceTime are great, it’s just not the same as spending time together. |
| I was going to mention that when you first told me you were going to see Sawyer in Nashville and also spend some time at Amy’s in east Tennessee, but figured you already knew that friendships can easily be taken for granted … until something makes you fully appreciate them. |
| That’s so true. Although I prefer to have a small group of friends, and most of mine I’ve known for decades – either from elementary school, college, or my years living in Hong Kong. Unfortunately, though, none of them now live near me. |
| Friends do not require living in the same town, although that is usually how friendships begin. And, while we may not stay in touch as frequently as we want, over time, we see who our true friends are … they are the ones who are always there for us, during good times and bad. And, in my case, are brave enough to point out when they do not agree with me. |
| Very brave. My friends have it easier, but I count on them to give me an honest perspective no matter what, although I prefer when they agree with me. |
| Of course, you do. And, your friends should be thankful you are so easygoing. |
| Well, at the risk of sounding corny, with Thanksgiving just days away, it’s the perfect time to be truly thankful for our dear friends. |
| It reminds me of the photo that Natasha sent us last year when she was celebrating “ Friendsgiving” with her friends in England. |
| Besides not realizing it was an actual thing and not Natasha combining the words “friends” and “Thanksgiving,” I was expecting photos of her attempt at making sweet potatoes or other traditional Thanksgiving foods , or maybe a bunch of Brits sitting around the table with the lone American. Not a photo of everyone’s shoes in the entry hallway. |
| I never thought of Thanksgiving as being “all about the shoes”, but that image sums up the true meaning of the holiday. |
| Tell the truth; everything’s always all about the shoes for you. But, given this Thanksgiving will be the first without Mom, the image’s a wonderful reminder of the importance of friends who’ve been there for me this year. And I include you as both family and friend. |
| Once is enough for me. And, as the saying goes, you cannot choose your family but (like shoes) you can choose your friends. So, pick carefully, and then appreciate them. |
Take a moment and imagine not being able to read this sentence. Now, think about this … if you’re reading this, you’re doing something millions of Americans can’t.
|
I’ll admit that I never realized how many people can’t read.
It’s something I’ve always taken for
granted. That’s until Black and I met
someone doing something about it – Jackie Aguilera, now the Project Manager for
the Mayor’s Office of Adult
Literacy (Houston). Her focus
wasn’t only on reading literacy but on “literacies” I’d never heard of, such as
financial literacy, health literacy, and digital literacy. But it all starts
with the ability to read. |
|
It
is called functional
literacy. Obviously, if you
are reading this article, you are on the internet. Which has more information than anyone can
possibly absorb (and is why news literacy is so critical). Now,
imagine if you could not read. All that
information … just sitting there.
Available to others, but not to you. |
|
Books are my great escape. Always have been. So, I can’t
imagine a life without them. |
|
A great escape … in many ways. You may use it to escape from the stresses of
daily life or just as entertainment. But,
books and, more specifically, the ability to read is how people can escape a
life of poverty and limited opportunities.
|
| Working with Jackie made me see that. As did our work with the criminal justice system, as so many incarcerated people struggle to read. And I know you’re a data geek, but please don’t start quoting me statistics. |
| OK, no statistics, but did you know that more people in the US are affected by low literacy (meaning they cannot read at a sixth-grade level) than are diagnosed with cancer or heart disease? |
Over the years, as we’ve learned how many people can’t read (including one in three Houstonians), it’s made us stop and think about how that impacts every aspect of their lives … their families … their communities. And also … our communities and our country.
As former First Lady Barbara Bush said many years ago,
If you help a person to read, then their opportunities in life will be endless.