complaints

Poor Customer Service

~ mercyfortheday ~ Leave a comment

I had an experience in the past couple of weeks where I felt my husband and I received poor customer service. And honestly. It was no fault of ours. The salesperson was new to her job, but she had been doing similar work for years. That means she should have been well informed about the information we were discussing. The only part of her job that was new and unfamiliar was the company she now worked for. And her surroundings were different. I’m sure the commute to work was different. But the work was the same.

However. When this individual realized the product we were looking for was not her preferred product, she got all flustered. In her previous employment, she was responsible for selling her preferred product, which is similar but not identical to what we wanted. And she voiced her frustrations to us. She said she didn’t want to work with the product we were looking for. It was too hard. And then she entered my date of birth incorrectly into the website. When the error was discovered, it was too late to update it. She would need to make a call to another company the next day to make the change. Because it was the end of the workday and she had another client waiting, she didn’t have time to even begin work on my husband’s information. She said she would call us the next day to complete the work.

She didn’t call the next day. And then it was the weekend. She didn’t call on Monday, so I left a voicemail for her. No call on Tuesday, so I sent her an email. You see. We’re on a strict deadline, and we don’t want to wait until the last possible minute to complete this enrollment. Time is ticking by. She finally called us back eight days after our initial meeting. Oh. She apologized profusely. And then she started working on my husband’s information.

All was going well until she hit the enter button to complete his enrollment. She received an error message and didn’t know how to correct what shouldn’t have been an error. Honestly. This time, the mistake wasn’t her fault. Nor was it ours. But it was too late in the day on a Friday to call someone somewhere else to correct the problem. So once again, we’re waiting. And time is still ticking by.

Oh. There is much more to the story that I could share. There were several more missteps on her part that I just won’t go into. I just won’t. I don’t want to nitpick over words and incomplete training or frustrations, but it was frustrating. To say the least. To say that she was ill prepared for our appointment and seemed to have little regard for details is an understatement. On my end, I had thought of contacting her manager to discuss the situation. But I kept stalling. Now I’m glad I did, because when she finally returned my call and was able to finalize my situation she was very pleasant. But does that make all the other words and attitudes on her end null and void?

It isn’t my goal in life to cause someone to get in trouble at work, but I did see several opportunities for improvement at that workplace. I guess I’ll not share those thoughts at this time. I really don’t want to be seen as a troublemaker. But I do expect a salesperson to be ready to sell all the products their company offers. Isn’t the customer always right? I recall that motto being thrown around a lot in the past.

As I’m writing this, I just hung up the phone with this particular salesperson who thought she had fixed the remaining problem. And the problem was fixed. But when we received the information for one final review, there were two huge outstanding errors. We were told it was the other company, not our salesperson, who had entered the information incorrectly. After all the hassles we’ve been through with this person, we didn’t really believe her. It just didn’t ring true. But we could be wrong. And we’re still waiting for resolution.

So in everything, do to others what you would have them do to you. Matthew 7:12

I have to ask myself. What do I expect of myself in that situation? How should I respond when I’m on the receiving end of someone else’s bad day or incompetence? Do I exhibit the love of Christ? Or do I stir up even more anxious thoughts and feelings in them by calling out their mistakes? When is it appropriate to share my concerns with their manager, and when should I be silent about such matters? I need to make sure my attitude reflects the attitude of Christ at all times.

How should a Christian respond when they’re on the receiving end of poor service?

First of all, I’m not sure the salesperson had a full understanding of what to say and what not to say to her clients. She didn’t filter her words, which could have gotten really ugly if we had gone down that path. As Christians, we don’t have to start the fight. We need to know when it is appropriate to confront the misbehavior and ill spoken words and when not to. Basically, we need to choose our battles. That doesn’t mean we should never speak up about any mistreatment.

Being the recipients of inexcusable behavior allows people of faith to show the love of God. We can display godly actions and words while presenting the truth. Oh. It may not be easy in the heat of the moment, but we can exhibit kindness and speak correction all in the same breath. We have to stop and ask ourselves if we really care about the person who’s been poorly trained or having a bad day. If we were in their shoes, would we act any differently than they are? And we have to remember that they too were made in the image of God and are loved by him just as we are. But God is a God of justice, not just of love.

Understand this, my dear brothers and sisters: You must all be quick to listen, slow to speak, and slow to get angry. Human anger does not produce the righteousness God desires. James 1:19-20

And another thing. We shouldn’t keep score. Oh. We may have to recite all the wrongs committed against us when we report inappropriate behavior, but we can’t hold a grudge or try to even the score. We always have the option not to do business with that individual or company again and part ways amicably.

Love is patient and kind. Love is not jealous or boastful or proud or rude. It does not demand its own way. It is not irritable, and it keeps no record of being wronged. It does not rejoice about injustice but rejoices whenever the truth wins out. Love never gives up, never loses faith, is always hopeful, and endures through every circumstance. 1 Corinthians 13:4-7

But our story isn’t over, and the problem still isn’t solved. We’re still waiting to hear back from her, but she’ll be on vacation during Thanksgiving week. I just have to roll my eyes and sigh at this point.

Whatever you do, work at it with all your heart, as working for the Lord, not for human masters. Colossians 3:23

Discombobulated

~ mercyfortheday ~ Leave a comment

Several Sundays ago, I walked into the church sanctuary and saw people sitting in my row and the row behind mine. I call it my row, because it’s where I sit every Sunday. They weren’t sitting in my exact spot, but they were in my row. So I kindly asked them if the seats were taken, and they said yes. I moved one row up and sat down. They must be visitors, I thought. I had never seen any of the people sitting in those two rows, so I wasn’t sure what was going on. They seemed to know each other, because they were chatting away.

As the sanctuary began to fill up, I noticed the family who usually sits behind me was sitting across the aisle. Since no specific family sits in the row in front of me each week, I wasn’t sure who would be misplaced there. But the very tall family who usually sits two rows in front of me sat right in front of me on this particular Sunday. They’re giants. And I couldn’t see a thing.

I noticed other people being displaced to other seats that morning, as well. I bet they were wondering the same thing as me. Why is everyone sitting in the wrong seat this morning? Who are those strangers taking up two rows? Are they going to be here next week, too? Is this our new normal?

When it was time to greet people around us, I turned around and shook the stranger’s hands. I had no hard feelings, but I hoped they didn’t ask if they were in my seat. I wasn’t sure how I could say yes without being cynical. So much for being a gracious Christian.

Oh. I hadn’t planned to say anything to these strangers about the fact that they were sitting in my row. But I was thinking it, and I knew I was wrong. I wouldn’t say I had a bad attitude, but I was borderline.

At the end of the service, the pastor announced a baby dedication. Sure enough. These two rows of people were with the new parents whose baby was being dedicated. I must say I breathed a sigh of relief.

Ever since that Sunday, I’ve realized that a few families have intentionally moved from their usual seats. And I’ve wondered why. There’s no rhyme or reason for it that I can tell. Oh. Some of these families arrive just after the service starts, so they don’t always have a prime choice. But they’re now choosing to sit in a different section altogether. I don’t understand. What made them switch?

Guard your heart above all else, for it determines the course of your life. Proverbs 4:23

And this past Sunday, I’m not sure what was happening. Several people were sitting in rows they don’t normally sit in. Once again, I’m stumped. Because when one family sits in the wrong row, it’s a domino effect. Several other families and rows are impacted. It could get ugly, but I’ve never seen that happen.

Oh. I know these are trivial matters in the whole scheme of things. But sometimes it takes only one small change to throw someone into a very difficult mood. Even in church, these things happen.

But then again. My mind goes back to eleven months ago when I walked into that church for the first time. I knew that wherever I sat, someone was probably going to be displaced. Because we know that everyone has their special seat. And I’ve continued to sit in the same general area every Sunday. I’ve noticed that one couple who had initially sat a row or two in front of me now sit across the aisle. I’ve wondered on occasion if I’ve displaced them permanently. I’ll probably never know. She did introduce herself to me early on, but she hasn’t spoken to me since. Even when I ran into her at the garden center months later, she didn’t acknowledge me. Most likely, she didn’t recognize me. That’s what I tell myself.

Sometimes we just make mountains out of molehills. There’s nothing to worry about, but we catch ourselves stewing about what we say is nothing. But that’s not really what we’re thinking. And we allow that nothing to simmer until it’s something big in our minds. And we just can’t seem to let it go.

Why do we adults act like kids? Why don’t we just move on when we say we’re “fine” but we really aren’t? Life could be so much simpler if we didn’t let the little things become so big. Our hearts just aren’t in the right place. And we take things way too personally. Let’s act like adults. And if we call ourselves Christians, let’s overlook the small stuff and pay attention to the really important things. Life doesn’t have to be as difficult and awkward as we make it.

And, I have to be honest. As a woman, I notice this mainly in women. Myself included. I don’t see men getting bent out of shape about someone sitting in their seat in church. I don’t hear men complaining about someone ignoring them at the garden center. We women can be really petty and pretend to be godly at the same time. Don’t think I’m pointing the finger at you. I’m preaching to myself when I say this.

Ugh. Heaven sure looks sweeter all the time. At least I won’t be faced with these trivial matters once I get there.

Massage Therapy

~ mercyfortheday ~ Leave a comment

I am lying face down on the table with a sheet over me.  I know my shoulders are tight and will need the strength of his hands to loosen the muscles.  I also know that he’s loosened them in the past, so I have complete faith that this massage will be no different.  I haven’t seen him in a couple of months, due to no fault of my own.  He has a habit of calling in sick on Mondays.  And it always seems to be the Monday I am scheduled to meet with him. I try not to schedule these appointments on Mondays, but it can’t always be helped.

Oh.  I’ve broken up with him a couple of times over the years.  But I keep running back to him, because I get the desired results from his touch.  My tightened muscles loosen from the bruising manipulation of his fingers.  Sure.  Pain is sometimes involved.  I’m ok with that.  If the deep tissue massage works out all the tightness and eases the lack of movement in my shoulders and neck, then yes, I’m ok with a little pain. 

As he works on my legs and thighs, he is amazed that I can’t feel any pain.  He can tell that the work he is doing is showing results in my loosened muscles and unstuck fascia.  But I can’t always tell a difference.  Sure.  I sometimes hear a popping sound.  And other times I sense a calming feeling in a once tight muscle.  But as he’s working on each area, he can feel the difference even if I can’t.

I schedule time with this man each month. Ninety minutes per month. That’s all the time I’m allotted. By the end of the month, I’m beginning to feel the strain and tightness in my muscles. I know the time is drawing near for my next meeting. I always look forward to these times. That’s the reason I get frustrated when he suddenly cancels the appointment.

Oh. I’m not impressed with the man personally. He isn’t handsome, but he doesn’t have to be. He plays music of his liking. And it’s always the same music every month. I don’t even like the music, and I recognize the songs each time I hear them. It isn’t meditative, soothing instrumental music that you would associate with a massage. It’s annoying music. He also talks during our time together. I don’t need conversation when I’m trying to relax.

Enjoy what you have rather than desiring what you don’t have. Just dreaming about nice things is meaningless—like chasing the wind. Ecclesiastes 6:9

Another thing. Almost every time I visit him, the person at the front desk dares to ask me the same question. Are you sixty-five? NO. I’m not. Apparently, I look that age, or people don’t understand that you don’t have to be at that age to have gray hair and saggy skin. They don’t need to know how close I’m getting to it, but please. Show some respect. And put a tracker into your scheduling system that automatically gives a discount once a person qualifies for it.

But it’s the touch of his strong hands that bring me back to him. And there are times that he extends our time together. Thirty extra minutes of massage? Count me in. Especially since I’ve already paid.

Oh. I was unfaithful last month. I met with someone new. I’ve been told by those close to me that he isn’t trustworthy, and I should find someone who is more reliable. But the new one I visited didn’t quite fit what I’m looking for. So I’ve crossed her off my list. I may keep searching for a backup, but I imagine it would be practically impossible to find anyone better than this man.

I know. This is a first world problem, and it isn’t even really a problem. I don’t live a spoiled life. I don’t live in luxury. I don’t buy designer clothes or possessions. I live a pretty simple life. I live a good life. But yet. I find things to complain about.

There are issues I could focus on and make myself sick with worry. I’ve had trouble in my life. But for this moment, I’m thankful for my imperfect but good life. Things could be better, but they could always be worse. After all, as it says in Ecclesiastes, everything is meaningless.

I think it’s time to count my blessings rather than focus on the petty annoyances that really don’t matter. Life is too good to dwell on unnecessary, trivial matters. It may not always be this way, so I think I’ll focus on the good and be grateful for what God has given me.

Attitude Adjustment

~ mercyfortheday ~ Leave a comment

I saw the text early that morning. Someone is out sick today. I need you to fill in for her.  Immediately I was annoyed. My work day was all planned. I didn’t want to disrupt my plans. I had lots to do and little time. Now I would have less time. I had a bad attitude before I ever left the house. I prayed on the drive to work that God would change my attitude. If I needed help, I would hope someone would step up for me. Why am I not willing to do the same?

Later after the work was distributed, I realized I wouldn’t have to fill in for my sick coworker. Then I was flooded with relief. And guilt. I had just gotten a reprieve and I had trouble accepting it. Now I wanted to help. But I couldn’t. What was wrong with me? I now had the day ahead of me. My schedule was intact. Why wasn’t I happy with that? It’s what I wanted.

I have to remind myself that I am working for God. And no one else. I need to focus on pleasing him. No one else.

I received news that I didn’t want to hear. More attitude adjustment needed. Where he sends, I go. When he says stay, I stay. When he says trust, I surrender.

I overheard the conversation. He was asked to do something. He answered honestly. I don’t want to, but I will. Perhaps I should take his cue.

I hear two or three of them laughing and talking. Sounds like a good time.  A sorority I wasn’t invited to join. Disappointed. Annoyed. Jealous. But why? Why do I care if I’m not included? They could be up to no good. They could be plotting revenge. Or they could actually be working. Why do I concern myself with issues that aren’t mine?

Do everything without complaining and arguing. Philippians 2:14

I read about the Israelites. God had just delivered them from slavery in Egypt. He parted the waters of the Red Sea and walked them across dry land to the other side. He killed those pursuing them. Three days into their journey they start complaining. How soon they forgot the miracles God had just performed to save their lives. To give them freedom. To take them to their promised home.

They continued to grumble and complain. They said they would prefer to go back to Egypt and be slaves again. Later, they said they would prefer to die in the desert than be killed by their unknown enemies. So that’s what happened. God gave them what they wanted. He allowed them to die in the desert. Never seeing his promise fulfilled. Why? Because they were a stubborn, grumbling nation. They took their eyes off of God and thought more of themselves. They failed to focus on his promises. They sought their own remedy. So God left them to themselves.

I must remember to keep my eyes on God. I must remember to listen to Him. Read his word. Trust him. Obey him. His promises are true. He doesn’t lie.

I really do want to please God. I want to be more like him. Every day. Why is it so hard? Why do I feel I’m always falling short? My attitude stinks. My actions speak louder than my words. I complain. I compare. I judge. I want to do right. I want to be a good example to those around me. I want to be a better person. But I can’t do it on my own. I’m such a failure on my own. I need God’s help. Please God, be merciful to me a sinner.