WHO ARE WE TO EACHOTHER?
TODAY SAM and I NOT ONLY GOT A JOB DONE EFFICIENTLY, WE COMMUNICATED CLEARLY and WE WERE PRESENT TO ONE ANOTHER.
Sam wasn’t just a nobody and I wasn’t just another old lady losing her hair.
When I first received PAUSE in October 2009, I immediately begin to get excited thinking that this must be some kind of customer service training program I could sell to businesses. As I continued to write, the meaning of the material was expanding beyond my expectations.
Turns out customers are not just people buying things or consumers of services and products. Yes, they are needed to keep a business in business and much more. Customers are you and me.
I paused for Inspiration and heard in my mind:
“We are all customers. And we are here to provide
one another with supreme customer service!
THIS IS FOR THE WHOLE WORLD.
SNAKE IT OUT
The Sewer Guy & Me
Okay, I don’t know what the deal is, but my shower drain is clogged again! I have two screens on my drain and I grab all the hair I can before the drain gobbles it up. I make a call and leave a message with the Hutkin office and within two minutes Carmella calls me that Gateway Sewer will call when they’re on their way. Within 10′ Gateway calls and shows up10′ later. Wow, that’s customer service! My call for help has been heard and responded to!!! A rare event these days.
Yes, I am Gateway’s customer, and I choose to use this situation to see the sewer guy as my customer too! As I pause, I slow down, introduce myself even though I see it on his jacket I ask, “What’s your name?” “I’m Sam.” “Hi, Sam. Thanks for being here. How are you today?” “I’m good,” shares Sam. We climb the stairs to my bathroom.
Sam is very patient as I explain that the drain must be replicating hair otherwise I’d be bald! He laughs and looks closely and agrees I seem to be doing everything possible to catch the hair. What do I need to do? Hire a hair catcher?
I give Sam some space to do his work and I go do mine. Ten minutes later Sam shows me that he pulled out enough hair to cover another whole head!!! We are both baffled and laugh. He secures the screens as best he can for clogging prevention.
Sam’s hands are full so I open the door for him to leave. “Oh, that’s great, thank you,” says Sam. “Enjoy your day Sam. Thanks for everything.” “You too” shares Sam.
That’s Customer Service
Above & Beyond
Sam has contributed to my good day and I trust I contributed to his. It wasn’t just a Hi-Bye, don’t look me in the eye.