Tag: Customers

DEAR MECHANICS: STOP ADJUSTING MY SEAT SETTINGS

Like most good things in life, even cars have their downside. Gas is not free. Traffic and other drivers are the worst (you can read all about my traffic thoughts in THESE POSTS). Any sort of service, or repair, is the most inconvenient thing I’ve ever had to do on multiple occasions. Car commercials set up FALSE EXPECTATIONS which is disappointing. And it takes a minute to get all the settings adjusted perfectly. Especially if you drive a newer model, it’s almost like setting up a computer. So many choices, so many buttons, so many console options, so many seat adjustment levers – ugh.  

Unlike some people, I enjoy driving. It’s thrilling. It’s always an experience. It’s a high risk situation that requires focus. I do not, however, enjoy riding. I’m a terrible passenger. There’s not anything to do but look out the window and judge how close the driver likes to ride the line. Car karaoke is fun, but there’s less pressure as the driver. If you suck, blame it on the fact that you’re paying attention to the road, not on your future singing career. As the passenger, though, you have zero excuse. If you’re not about to belt it out like Carrie Underwood, get out. Someone once asked me how I embodied the restless spirit and I told them to just drive me around. Are we there yet? I’m that passenger.

None of that is really relevant, but here we all are. Having read that paragraph just wondering how it relates to the rest of this post. It doesn’t. I probably won’t tie that loose end up. Not sorry. Anyways … let’s talk about the most annoying / frustrating / time-consuming / expensive (pick your adjective) part of having a car. Having to visit the mechanic. Zero part of that process is convenient. First, you have to schedule a time to either drop off, or wait, on your vehicle. All of the car dealers put baby computers in the cabin now, yet the schedule service form is from the first round of the Internet last century. Why?

After finally figuring out how things used to work and getting an appointment, then you actually have to go. Which is arguably worse. Wait, nope, it’s definitely worse. Your car, and your freedom, are indefinitely gone. If you’re waiting, well you just have to find something to do on your phone, or sit alone with your thoughts, in the service center. Indefinitely. If you drop it off, you need to find a second vehicle to accompany you so you can get back home. Then someone, maybe that same person, will have to take you back to the shop to pick your car up after waiting for it to be serviced. Indefinitely.

That’s a lot of time not knowing what kind of quote they’re going to hit you with. It’s a guessing game, not a fun one, but one nonetheless. Is it fine, or is it ready for the scrap yard? Will my multi-point inspection pass? I came in to get the tires rotated, but is the alignment all jacked up too? So many questions. No answers. It’s a fun time. Whatever it comes back as, I have yet to meet one single person who enjoys spending their money on car service. I most definitely do not. One oil change could get me a night at an AirBnb. Replacing the front brake pads are a couple of party kegs for the weekend rager. Having to get the bumper replaced because the texter behind me forgot they were driving doesn’t technically take my money, but mental energy wise I could have performed at a music festival. 

Then, just like that, you get your keys back! Oh, sweet glory! You are now free to roam anywhere your heart desires again. No road? No problem! Hop up in that 4×4 or risk it in your front wheel drive if you’re feeling a bit hellish. No one can stop you. You’re a lean, mean, driving machine! Except … oh, what’s this? Your seat is too far back, the AC is 10 degrees too cold, the console lighting is now on the opposite side of the color wheel, the seat warmers are turned off, the steering wheel has been lowered, your rearview mirror is no longer helpful, and your side mirrors currently show you the ground. 

How is it that the mechanic who had to make the super long drive from the shop to the front of the store where you were waiting felt it was appropriate to adjust everything? Who do you think you are? We’re not road tripping this thing. It’s not a delivery drop off. No one asked if it was acceptable for them to fix the functional part of my car but totally destroy the aesthetics and comfort parts. This, to me, is a bit rude. If someone trusts me with their vehicle, I wouldn’t even think to change everything so I could be temporarily at home. I would accept my brief time of discomfort so that the next time they got in, it would be ready to go. Besides, the transport time here has to be a minute max.

Imagine if you went to bank and while they deposited your money (after you figure out the PAPER MAZE) they also changed all of your account passwords and security questions for fun. Or if you went to a restaurant and while they made your food decided to come over and completely redesign the table layout and seating arrangements so everyone was eating alone. Or if you went to a tailgate (RIP fall sports) and while you were getting food someone got in your car and changed every single setting. Cause they were sitting in the trunk and didn’t like the mood lighting color choice. None of that would be acceptable and you would definitely not be tipping. So how is it allowed at the car dealers? I don’t know. We may never know. But it’s our harsh reality at the moment.

Alright, jumping off my pedestal for now. If you know someone who would enjoy this post and want to share it with them, that would be awesome. Sharing is caring, after all. Don’t forget to subscribe to get these in your inbox twice weekly and follow TRP on Twitter for frequent musings. Thanks for reading!

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SOME PEOPLE ARE JUST SOUR PATCH KIDS

Marketing South Patch Kids as candy is a straight up lie to all the poor, innocent, suckers of the world. How do I know? Well, for one, I am not a poor, innocent, sucker and only buy real candy (i.e. gummy bears and Swedish Fish). Side note: chocolate is not candy because it’s so amazing it’s in a class all its own. Feel free to @ me, I don’t care what you think because I’m right and you’re wrong. Yet, for some reason, those horrible bitter little children are “popular”. Let me help you out. According to Google, candy is defined as ‘a sweet food made with sugar or syrup combined with fruit, chocolate, or nuts’. I will admit though, that sometimes Google is not all knowing, so I took my search to the OG dictionary, and Merriam-Webster defines candy as ‘something that is pleasant or appealing in a light or frivolous way’.

Last time I checked, Sour Patch Kids are not sweet … initially, I know they supposedly sweeten up after destroying your taste buds with that awful sour punch, but I think that’s just your mouth returning to a normal palate. They also have nothing to do with fruit, chocolate, or nuts so not off to a good start here. Continuing down the candy definition, they are NOT pleasant OR appealing in a light and frivolous way (they’re sticky and heavy and gross).

I’m just now realizing, though, that the point of this post was not to rant about my major dislike of sour candies, really, the kids just fit best in the analogy. No, in fact it was to talk about how much I dislike people (real, live people, not candy people) that act like Sour Patch Kids. The ones who are sour at first and absolutely ruin your appetite for no reason. Like, I don’t know who peed in your Cheerios this morning, but I did not do whatever it is you’re upset about to you. I’m not some voodoo doctor stabbing your doll person and shouting out curses on you and your family. Believe it, or not, I have much, much, much better things to do with my life. These people are so sour it’s mind-numbing … literally. They don’t even know who they’re supposed to be angry with so they pick the first available person. Regardless of their role in the situation. 

Oh, you’re upset because Amazon’s HQ2 is moving into town? I got this free Amazon shirt at a conference, I don’t work for them – even if I did, you screaming at me (a random citizen) is not going to make its way up the corporate ladder and have the boss hogs up there decide to scrap the whole idea. I wouldn’t pass along your feedback, even if I did work for them. Why? Because you’re unpleasant, and I don’t like unpleasant things. It seems like you’re mad because the store is out of your favorite brand of laundry detergent? I am simply trying to do my grocery shopping. I don’t work here, don’t slam your cart into mine and demand I give you the laundry detergent – that’s not how this works. First come, first served. I owe you nothing. Complain to someone who cares like the fly on that wall over there.

My least favorite part of the live Sour Patch Kids, though, is when they all of a sudden turn sweet. It’s not subtle. It’s not fun. It’s sickly, and too much, and leaves a bad aftertaste. You just screamed at me until you were red in the face and now you want to bless me and my family and hope I have a good day? Well, ok, thank you for that, but it feels a little too late at this point if you know what I’m saying. I’ll hope your day gets better to the point where your blood pressure drops back into a healthy range. And I’ll hope that your face returns to a normal skin color and not one of a lobster. But other than that, I hope I never cross paths with you again. Long story short, people who act this way are sour, then sweet, and overall slightly childish so that makes them Sour Patch Kids … ugh.

Alright, jumping off my pedestal for now. If you know someone who is a Sour Patch Kid, tell them to take a hike – they don’t belong in the candy aisle. Thanks for reading!

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LIFE LESSONS FROM CUSTOMER SERVICE

Working on the front lines in a customer facing role feels like a crucial life skill that everyone should experience at some point during their working lives. It gives you a certain viewpoint and helps lead to empathy, patience, and kindness towards those workers in the future. For normal people anyways. How could you not want to be kind to a customer service representative if you’ve had the chance to be on the receiving end of the call? Especially knowing how unpleasant some customers are to deal with.

Let’s clear the air and set one thing straight. Rarely is it even the customer service worker’s fault. Did they break the product? No. Did they send out a marketing email promo that doesn’t work? No. Did they go on the coffee run and get your order wrong? No. Did they decide to completely pivot the business model screwing over current customers? No. Did they decide to acquire a rival company? No. Did they make empty promises during the sale? No. Did they fail to complete a thorough product test before shipping the update to production causing a major bug? No. Did they conjure up a storm that knocked out power, and thus the Internet, causing you to lose access to unsaved changes? No. Did they deliver the shipment in a careless way causing damage? No.

I could go on, but I feel like the main point here is very clear: the person you are talking to is merely a middle man attempting to help you, despite it not being their fault. Saints. Granted, you usually can’t go straight to the source, which, honestly, is the smartest thing companies ever implemented. That doesn’t make some of the responses warranted, though. But this post is not about how some of us really need to calm down. No, it’s about what working in the customer service industry teaches an individual.

Mute Buttons are Your Best Friend

Has there ever been a time where you’ve responded to someone without really thinking about what you’re saying, or the potential professional implications of those words? The mute button exists. Use the mute button. Think of it as a trial run. It could save your life.

Some Things Need to Run Their Course

Remember that time when you were really angry and summarized all of your feelings into one, concise sentence? Me neither, because that’s not a thing. Angry is to rambling as white is to rice. They go together – wait out the storm.

Patience Doesn’t Always Work

Patience is a virtue. And Oreos are delicious. Doesn’t mean they’re healthy. There are situations where being passive is not the right choice. Put your best fake smile on and go with blunt honesty. Don’t let the bulldogs walk over you because you appear willing to listen indefinitely.

Some People Are Just Sour Patch Kids

We all know the human SOUR PATCH KIDS. The ones who are sour at first and absolutely ruin your appetite for no reason. Like, I don’t know who peed in your Cheerios this morning, but I did not do, whatever it is you’re upset about, to you. Your complaint isn’t even about our company.

Life is Short, Move On

Not everyone is worth your memory. Deal with it in the moment, then make like a goldfish and forget. Move on! You’ll be happier.

Sometimes It’s Better To Not Say Anything

Would you jump in front of a moving train? I certainly hope not. Know when you need to simply put your headset on the desk and SURF BUZZFEED for a bit until the anger train finally comes to a stop. If you get invested in an article and simply can’t return to the question, ask how it makes them feel to start that steam engine again.

You Won’t Always Have an Answer

There will come a point where you are no longer all-knowing. Where you will need to go find the answer and circle back. Don’t be disappointed, this buys you time and teaches you something! Might as well kill two birds with one stone. Maybe hot head will have cooled down in the meantime.

Dodge, Duck, Dip, Dive, And Dodge

When in doubt, follow the 5 D’s of dodgeball: dodge, duck, dip, dive, and dodge. Throw the department who put you in this mess under the bus. Did I spit on your pizza? No, that must have been an oversight from the cooking staff – I will follow up with them right away. Who me? No you must mean that team over there. Deflect for the win … and for your sanity. Besides they won’t be able to contact the real problem team to confirm.

Alright, jumping off my pedestal for now. If you know someone who would enjoy this post and want to share it with them, that would be awesome. Sharing is caring, after all. Don’t forget to subscribe to get these in your inbox twice weekly and follow TRP on Twitter for frequent musings. Thanks for reading!

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