Trickling down, around, forward, abound

My husband used to work at Home Depot. He impressed the store manager so much that 9 months after he got there, he was promoted to manager. You need to know that my husband has always been a leader, it's one of those natural born traits he has. A few of our kids have that gift as well. But before he could officially promote, this store manager required that every new promotee read Cmdr Michael Abrashoff's book It's Your Ship first. That was how they were to run their departments because that was how she wanted the store run. Apparently he was so good that every time she transferred him to a different department, she got minimum 15 requests from people around the store to transfer to that department. They wanted to work for him. Seriously, it was crazy and the managers who were there before him and operating on different mindsets couldn't handle it.

He took his Marine Corps training, his natural leadership skills, and his DILLIGAF of what anyone thought about him, blended with this approach, and it was golden. He rarely had to write up anyone after a single corrective conversation. He had people seeking him out for various things. Customers would drive an hour just to find out if he was there and turn around if he wasn't because they didn't want to talk to anyone else. Employees begged to work in his department. I've rarely seen anything like it, but if more people operated like that, the world would be a more productive and happier place to work.

He got moved to garden center during peak season, not having much knowledge of actual gardening. He mowed the grass too short every time and did things that made me crazy. Our yard left a lot to be desired, and that's all I'm going to say about it. But he's always been willing to learn and try, so he did. He had a part time associate working for him who was there to fill a job gap and make some extra money. They were working together one day, and the other guy was spotting for my husband on a forklift, making sure customers kept clear of the area and that my husband was warned of problems and safety issues. My husband asked the other guy if he wanted to learn how to operate it. The guy said "nah, I'm an admin kind of dude." My husband told him he couldn't screw up anything on it and that it was easy enough, almost like a video game joystick. He taught this associate how to operate the machine, and helped him gain the company's required certifications to operate the machines. That was around 2008 or 2009.

Fast forward to the past year, where my husband was able to secure a job that has been a bit of a dream for us. He was working on something, and recognized a guy in the vicinity and kept wondering where he knew him. Meanwhile this other guy was wondering the same about my husband. Finally someone said something. And they reconnected. My husband is easy to remember, hard to forget.

They got to talking and the other guy told my husband that he left working with a relative because things were not going well and now owns a forklift rental company. And it all started because my husband took the time to share knowledge, and he handled customer service differently, and led by example in a way that other managers didn't. My husband would explain the why and how behind a company decision and the results it would have when associates followed those instructions. He taught them how to read reports and understand the operational side of the store beyond just getting product in the customers' hands. The other guy even said that when he's talking to people about how to do things within his business, he uses my husband's name saying "He knows how to take care of customers AND coworkers."

It absolutely made my husband's day, and it made my day to hear about it. One simple action, one small gesture, one shift in behavior is all it takes to be different. And you do different well enough, you influence others to be different too. And when you empower your employees, they want to work for you. When you keep your employees happy, they can keep the customers happy. Small influences have big impact. If my husband had not been willing to share his knowledge, this young man would have never thought he could have the option to own forklifts and rent them out to people. He would have continued thinking "nah, I'm just an admin guy" and kept looking for desk jobs. Instead, he took his "admin guy" experiences, his customer service experiences at Home Depot, the business knowledge he probably learned from my husband, and he put it together in his own business.

Know that every choice you make not only impacts you, but it impacts others. Every action you take yields a result you'll never see or know. Occasionally, you get really blessed and someone shares how your influence impacted them. And it's ridonkulously cool when they tell you that because of your influence, they have had some amazing experiences. The trickle is there, all you have to do is listen for it and let it flow.

Opportunities wasted

My son has T-Mobile for his cellular service. He went to a local franchised store to get a phone, and in the course of the transaction, the associate didn't give him his ID back, and he forgot to ask for it. Crap happens, everyone is human. When he was called later to notify him that his ID was there, he said "I don't have a ride to get it, I'll be back when I can." He could have called me to help him, but he knows we're quite busy here and it would be a bit of challenge getting it for him with everything going on over here.

Getting the ID back has proved impossible, and has demonstrated this local franchisee's lax levels of customer service. I spoke to the store manager yesterday, and was given one set of information. My son was there the day before but nobody could find it, and as such, he couldn't start a new job since he needs the ID to demonstrate eligibility to work. He called again today and was told the regional manager took the IDs to the DMV "to be mailed" but they automatically get shredded due to security regulations. OK, fine, but be honest with us, and say "sorry, they get shredded". Or maybe if your store routinely has a stack of IDs, get on the ball and make sure the IDs get returned.

On the first visit, my son was told that someone may have taken his ID home even. Uh, hellooooo!!! Now we're looking at the potential for identity theft! I am beyond livid with these individuals for their slackass handling of this, plus the appearance that there is a repeated problem with failing to return IDs, and the store manager not having the keys to the safe while in the store. My son called the corporate office to find out what he can do about it, and the corporate line said he would need to handle it locally. Well, clearly after the store manager gave me a line of fluff while I was there, and then told my son the regional manager took the IDs to the DMV, we were not going to get far locally. He called the store to find out the corporate number for the franchisee owners, and was told "1800TMobile" and the person hung up the phone.

I was done. Two trips to the store to attempt to retrieve the ID, various stories given about what came of the ID, the possibility of identity theft being raised, the abrupt response and disconnect, all left me livid. I called TMobile corporate on my son's behalf. Yes, he's 21, but he's also got a snot-filled head, and coughing, and I've got some skill in dealing with customer service.

I spoke to Adrian at the corporate office, related to her what our experience was and that we're horribly frustrated, having to replace the ID, and that now personal information has been compromised, leaving us facing any number of scenarios. Then there's a week of lost income for not having the ID. Plus, the store had the opportunity to demonstrate stellar service, and instead took the crappy path. Just be honest with us if there's a problem. If we had to get a new ID because his was shredded, we could've dealt with it Tuesday, yesterday, or this afternoon between appointments for my dad instead of chasing down bad information and service, and trying to sort around other logistics tomorrow or Tuesday - both horribly busy days for the DMV. We can't do it Monday because it's a holiday. Adrian offered a partial credit toward the ID, and advised us on putting a consumer statement on the credit files (which we already knew to do). She apologized for the way things got handled, but she shouldn't have to be the one to apologize. She said she would be forwarding the complaint to the company's appropriate channels.

When tasked with serving customers, mistakes can and do happen. However, HOW the rest of the problem gets handled makes a huge difference. Owning up to the error, apologizing for it, and doing what you can to rectify it will leave a positive mark for the customer. I will say that given the entitled mindset of a huge segment of the population, some people will never be satisfied because their tush wasn't kissed enough. But if there is an opportunity to make a positive impression, do everything possible to avoid warranting a call to corporate to have me vent about the poor service. I've been on the receiving end of those kinds of complaints and they are no fun. It's not cool to have to apologize for the errors other people make. And when you have to complain about someone else, be as kind as possible to the person tasked with taking your complaint. How you lodge it could have an impact in the resolution you get from them. They're trying to make it right with you, they don't deserve being abused for the screw-up someone else caused. They are taking the opportunity the first person didn't take.

I know more than one of you

I can only speak for myself here, so if this does not apply for you, then feel free to let me know. However, I'm sure almost every direct sales consultant has heard from at least one customer that they have another friend or consultant in their circle. And people feel bad for saying it to us. They feel like they're breaking up with someone or cheating on their other consultant. And that's a legitimate way to feel. But it's ok.

I have had people say "oh a girl at work sells it", or "I knew this other consultant first", etc. Really- I absolutely do NOT take it personally. You're not rejecting me. You're just being honest and helping me keep my expectations on par with what you're able or willing to do. I want other consultants to respect the relationships I've worked to build with my hosts and customers, therefore, I respect that relationship you have with someone else. If things change, I will welcome you to join my community and will not hold you hostage. I would hope you'll stay with me because I put you at ease, keep things interesting, you're entertained, and I'm not putting pressure on you or spamming you.

Again, it's not about me. It's about those I serve. If your budget lacks wiggle room, believe me, I get it. If you already ordered from your other consultant, no hard feelings. If you are staying out of it because you know more than one consultant, I respect that. If one of your consultants has told you that you can't order from anyone else, that is total malarkey. In saying that, the relationship was made to be about them, versus being about the connection, mutual respect, and friendship. Order from who ever you're comfortable doing business with, not who puts pressure on you. If you support a friend's hosting effort by ordering from a show with another consultant, that is fabulous of you. I won't hold it against you. Because, as I've already said, it is not at all about me. It is entirely about those I serve. To make it about me belies the purpose of me working this kind of job.

How we roll

I went to a friend's birthday party recently. It was also a direct sales party and the consultant is a friend of mine for the last 6 years, who is also an "adopted" member of a very large Hispanic family we both know. One guest is an acquaintance I met through my new sister-in-law. We were talking, and she commented that she appreciates how I don't bombard her with emails, messages, and her Facebook feed with overt messages about Thirty-One.

Quite simply, it's not how I roll. And it's not how Thirty-One rolls. We have specific guidelines about how we are to relate our business through social media outlets. We are absolutely not allowed to do any hard selling. So, no "book your party" "place your order" or other "buy from me! buy from me!" posts. We are not allowed to post the link to our Thirty-One site unless it's something that comes up in conversation, and even then we would be wise to say "I'll message you the link". Every contact we make with someone needs to be through their permission, or via invitation. We are not allowed to spam, come close to spamming, or be in anyone's face.

We ARE allowed to share our experiences, celebrate our hosts and customers, celebrate what the business has done for us and the rewards we gain, or encourage our teammates. And who wouldn't love encouragement? That means we can tag hosts and thank them for an awesome girls night out, or comment about how excited you are to see what they choose with their host rewards. We can post a status or picture of what ever we're doing that our commission helped pay for - dance, vacation, leadership incentive trip to some exotic locale.... or in my case, pay the plumber, fix my van, replace a clarinet.... We can post that we're thrilled with the opportunity to help a charity with our business through a fundraiser.
If someone complains or Home Office finds out, we could be subject to losing our permission from the company to operate as an Independent Consultant with them.

If you're in a direct sales business, be respectful of your customers' time and energy in your social media feed. It's valuable time you're wasting by offending people with overt sales tactics. You're painting the image of a slick-haired used car salesman. It's valuable energy you're expending with little to no return on the investment. I sold a long-standing product line for 10 years, with hardly any success. I learned a lot - techniques, verbiage, just how crazy tenacious I could be, and how long I could drag a dead horse. I was not well-matched with my leadership, and the sales training we got went against my natural grain. It was difficult for me because I felt like it was an act - and ultimately it was. One of the core values of Thirty-One is Authentic - Be you, be real. THAT, I can do.

How do I roll? I hate being pushed about buying something. In turn, I hate being pushy trying to sell something. I don't want to drive people away from me, because then they won't recommend their friends to do business with me. They may not say outright "don't work with her" but they'll remain silent, and that's just as bad. Either way, people won't be doing business with me, and that means I won't be earning income.

How does Thirty-One roll? I got a call congratulating me on becoming a new consultant. I got a ribbon on my nametag at conference indicating it was my first one. I've been thanked when calling home office to get THEIR help with something, because I'm helping keep THEM employed. I got a call when I promoted to Senior Consultant to say congratulations, keep up the good work. I got a call back from someone I talked to when she had to abruptly get off the phone, and she apologized to ME! I sensed she needed to get off the phone, and I felt like a cad for keeping her on the line. When she called back, I apologized to HER in return. When there was a bit of a mix up with some supply orders, they got things rectified. They operate under what Dave Ramsey calls in EntreLeadership as Servant Leadership, and the overall culture is vastly different. The home office staff looks forward to coming to work each day, and their work gives them a sense of purpose and energizes them.

So, when it comes down to it all, this is not about me. As soon as I make it about me, things stagnate. It's about those I serve. There's a Zig Ziglar quote that says "You can have everything in life you want, if you will just help enough other people get what they want."
That is so true in this line of work (which doesn't feel like work to me because I enjoy it so much).

Do you know anyone in direct sales?

There are people, who like me, choose to do a direct sales venture. There are a multitude of opinions about the business model, but that's not what I'm talking about today. Some companies are great, and others leave a lot to be desired (and that's the nicest thing to say about some of them).

Whether you think they're an awesome venture if the company is a good fit for you or a friend, or you think all of them fall under the category of things to avoid, the fact remains they still exist, and do provide income for many people. Most of them operate with a home party plan, where someone hosts a show and receives gifts or discounts for doing so. The sales person receives a commission off the party sales. That's the most basic gist of the way they operate.

I can't speak for anyone else in direct sales, but the vast majority of people who are direct sales consultants really do take the job seriously. I take it just as seriously as I take any other job I have or had. So, when we go do a show, and someone books a party, we take that seriously. We honor our part of the commitment we make to come to your home, make the time there as fun and interesting as possible and leave a positive impression. We understand that everyone has a life to live and that sometimes there are more lemons than sugar in your world. If you agree to host a show, we take you for your word that you will do it. If you can't uphold that pledge, then please contact your consultant as early as possible, apologize, and let them know you can't do it. Give the consultant the opportunity to rebook that date with enough time to give the new host the same level of service you would have gotten.

To ignore calls, emails, text messages or postal contact is not being kind to the consultant. We would rather be told up front that things changed, than to be left hanging. We understand that circumstances change and you probably feel a little guilty changing or canceling an agreed-upon event. Personally speaking, I have some decent big-girl-pants, and can handle being told the party can't happen. It won't hurt my feelings if you can't do it. I'm not going to judge you or kick you while life is knocking you down too much to add me and my wares to your mix. What I find more hurtful is knowing that you're ignoring me, now expecting that the show isn't going to happen without enough time to rebook that date, and that you're not being adult enough to just be honest with me. You feel bad that you can't do something you promised, but I am now left being told not to go to work that day. You'd be feeling something when your boss calls and says "don't come in to work" when you know that not working means you're not earning any income that day. Likewise, if you were an employer and an employee no-call/no-showed for work, you would not be happy either because that impacts the business.

So, please be kind when you commit to booking a show with your direct sales consultant. Hold up your end of the bargain. If you can't, then be honest and give your consultant enough notice to recuperate that loss of business with you. We will be gracious, thank you for trying and especially for letting us know about the change of plans, and we'll wish you well, and try again another time. If things change later, reach out and book a show again. If not, then just keep that consultant in your thoughts and prayers for their continued success. You may not be able to directly help their business fiscally, but you can help in other ways through well wishes, prayer or referring other people to them. We will most certainly and gratefully accept any of that from you.

I feel validated

I am a self-proclaimed slacker parent. I am NOT one of those helicopter, lawn mower, or incessantly intervening parents. This blurb online is one of many articles and anecdotes that confirm for me that I'm not doing it wrong. I have not scheduled my kids for anything except doctor's appointments and religious education classes. I've kicked them outside to play without structure, instruction beyond basic safety rules, and their own imaginations. If they took an interest in something, I let them take that lead. I have kids who, like my husband, do not like for me to nudge them too much. It becomes nagging after about the second time I open my mouth. At that point, they decide to immediately do the exact opposite of what I have been suggesting. It didn't take me long to figure out their modus operandi, and subsequently, alter my own when dealing with any of them. The kids have my big feet, and his method of doing things - their own. How's that for genetic quirks?

So, I can find enjoyment being a parent because these guys have their own minds and methods. Oh wait, that's how I wanted them to be. I have always wanted kids who could function in the world, apart from me, because I still haven't fully enjoyed my mid-life crisis, nor have I cracked too far into my bucket list. Then there's that whole issue of mortality. What kind of legacy do I want to leave via my children? Do I want kids who grow up completely incapable of handling the slightest wiggle to what life pitches?  Or do I want kids that make use of the brain and common sense God gave them? Yes, the toilet overflows occasionally. So reach back here and shut off the water supply before it gets REALLY messy, and this is how you go about effectively unclogging it without making it worse. Don't curl up in the corner sitting in poo water, whimpering about getting stinky and wet.

This morning, I was dragged from my bed at 5:10 to get Evil Genius to work at 6. We arrived at 5:36 to find 3 cars of employees waiting since 4:00 to be let in the door, and the building locked and alarmed. My 19 year old is in training to be a manager 8 months after starting his first McJob, because we drilled life's lessons into his brain, and he saw the examples we set and emulated them. He started calling the managers whose numbers he has. Secondary access to the building was gained, an alarm code shared, and employees could finally start prepping - 2 hours later than they should have been. From my mom-bus, I heard grumbling and whining from the other cars. Those are the same kids whose feelings will get hurt when they have to eventually answer to Evil Genius. How unfortunate that they were not happy to be able to get their work done finally. They would have preferred to sit in the parking lot looking at an empty building as customers came through, expecting their usual breakfast and coffee. They were going to get paid whether they sat or worked, and who wouldn't rather sit and collect a paycheck? (After a while, I'd find it boring and old, and start getting restless.) Meanwhile Evil Genius set about getting the workday started. THAT is the kind of result to my parenting that I was aiming toward. He hates being bored, and thrives on staying busy. He was a horrible kid when he was bored. He's not nearly as hyper and angry anymore since landing this job. The chaos to my calendar is an acceptable trade-off in exchange for seeing my son do a job he likes, and learning to lead.

However, I could absolutely do without this massive caffeine withdrawal headache from not getting coffee when I dropped him off, and coming home to crawl back in the bed. I should have stayed awake and had coffee at home.  Another lesson: the smallest of things you do, can have impact elsewhere.

Where was this cashier?

I have been out of shampoo and conditioner for I don't know how long. We've been milking the bottom of the bottles longer than any sane human should. So I broke down and took my tired hiney to the store for that and a few other things we needed. I also need a body pillow because trying to get comfortable with extra pillows just isn't happening anymore. I wandered Target on foot and found a few things I needed, and some I didn't. Then I headed to the Wally to get the rest, because I knew the boys wouldn't like the choices of shampoo scents available at Target. Well Wally's choices weren't much better but it was going to have to do. Because I wandered so much on foot at Target, I needed the fart cart at Wally. My tummy muscles don't like when I walk around as much as have been. I was seriously uncomfortable, combined with tired and at risk for cranky. You really don't want a cranky preggo on your hands. It's not safe for anyone in close any proximity.
I got my list of stuff fulfilled, and headed for the checkout lanes. I ended up in Valerie's lane. She was very friendly and another customer came up while I was unloading the fart cart to ask about breaking a $20 bill, and explaining she wanted to pay for her stuff part in cash and part with debit, but the self-checkout wouldn't do it, and the cashier over there wasn't helpful. Valerie told the customer how it could be done, and the customer asked if Valerie could take care of it because she did not want to curse someone out tonight. Valerie called for a customer service manager (aka CSM), and told the other customer to explain what was going on to the CSM and the CSM would handle it from there. The customer got her stuff off the self check out and brought it to Valerie's lane. I hate those self checkouts. They NEVER cooperate with me. I've had more eventful transactions than uneventful at those things. In any case, since I had the fart cart I asked if there was a regular cart nearby that my stuff could be put into so I woulnd't take the fart cart outside. Yes, I know people leave them out there, but my parents raised me better than that thankyouverymuch. Valerie ran to get me a regular cart, then called for someone to come help me get to the car with it, without even waiting for me to ask for help. I didn't need the help getting to the car. The fartcart was merely to keep my body from screaming at me for walking and being upright too many hours in a day. I could get to the car without incident. I dropped the fart cart at the door, and headed to my mom-bus. As I loaded my loot into the van, Valerie was RUNNING to bring me my receipt. Good lord the woman got a workout just taking care of me tonight.

I called the store when I got home, and asked for my cashier's name. The CSM that took my call, was wanting to make sure I wasn't going to ream a new one somewhere, so she asked "did you have a complaint?" I told her heavens no, my cashier absolutely rocked and I wanted to make sure compliments were paid when due. It's so easy to whine and complain about service, but completely forget to thank people when they do something right. It goes a long way to convey a "good cookie", and it doesn't take much. So starting here, I'm bragging on both Valerie my cashier, and Layne the CSM who went out of her way to get me my cashier's name because good cookies are due. Now on to figure out how to get word to Walmart that someone in their store gives a darn and shows it.

Lunch with Shakespeare

I found a quote from William Shakespeare a while back. "What you are speaks so loudly, I can not hear what you say." I'm sure it was more Elizabethan than that, but it's pretty clear. Actions speak louder than words. And for those who have heard about the Dallas Cowboys (among other teams like the Atlanta Falcons) releasing Terrell Owens, you are well aware that Mr. Owens has indeed NOT learned this little philosophy, no matter how many times the lesson has been presented to him. Perhaps one day he'll shed the demeanor that has cost him numerous jobs. If not, I'm sure he can take some lessons from a few places. I've mentioned a couple of them before. Meanwhile, there are yet others mourning the losses of players being described as "all around good guys" by teammates, friends and family. Darwin just isn't cooperating.

Well today was the expiration date of that freebie from Moe's, and who am I to pass up a free lunch? I'm sure Moe's appreciates the good publicity too. (Sticky Fingers won't argue either). So, I stopped after work and made use of my freebie. They just rolled out a new menu item, the Phil E.
Oh. My. Word. YUM.O.LAH! I love a philly cheesesteak. One of my favorites came from a place in of all areas, Jacksonville, NC - home of Camp Lejune. There is (was?) a place in the "mall" (it was tiny) called Tony's Pizza. You got a 2 foot pie crawling up the edge of the pizza box. The Philly was handed to you wrapped in two layers of foil, still snapping and popping. I always got it fully loaded with cheese, peppers, onions, mushrooms and mayo. While the Moe's Phil E. burrito is certainly "Moe'd" it's still right on par with my usual, the Homewrecker. I love it. I hope it becomes a regular menu item. Please go try one. You don't have to get the onions, peppers and mushrooms. They'll let you choose what goes on it, and what stays out of your burrito. They're better than the burger place that lets you have it your way. They let you watch them make it. Besides that really cool "Welcome to MOE'S!" you get when you walk in the door, they put out a quality product and their service is fast and friendly. Isn't that what anyone expects from a food joint anyway? So there ya go. Moe's learned from Shakespeare and puts it into practice. Perhaps football players who misbehave should take heed and find a good place for lunch.

Customer Service

I have ranted about a few customer service places in the past, and I make no bones about doing so. I also understand the value of what the military calls a "Good Cookie" as well, and make a point to award such praise when needed. I've called a local cab company numerous times for both good and bad drivers, and the dispatch manager is very relieved to hear that I have good things to say about their driver. Like using turn signals and being respectful in the merge lane is all that difficult people, c'mon.

So, today was a day that did not start out to be full of errands, it just turned out that way. I had to go get labwork done this morning, and it was the last day to do it. Hi, I'm Last Minute Charlene, nice to meet you. I left the lab and headed over to a couple thrift shops in search of maternity pants that would fit me this early but still fit me later too. That was a bust. I stopped and took care of some other business and resumed my search for clothing to fit an expanding form. My travels took me to a different Old Navy location than I'd visited a few weeks ago. It's not just me, I know it's not. I've noticed a diminished selection across the board in almost every store (except the thrift stores....wow- some doozies there!). This location had an even smaller run of clothes than the other store, and it basically consisted of the same selections. And no clearance spot either. At least the other one had a few clearance items. I am not willing to pay $30 for pants that are a temporary thing for me. I don't work in a location that requires my attire to be professional. Khakis and jeans are acceptable considering the amount of dirt, dust and grime often involved. I didn't see any employees in Old Navy except the ones cashiering. I decided that since I was in the mall, and in close proximity to JCPenney, that I'd go take a look at their maternity stuff. Mind you it's tucked in a corner behind the plus sized stuff, and similarly priced to Old Navy's. It was nice, I just can't justify spending it when we're looking to buy a house. That wasn't the problem in so much as the fact that THREE employees walked past me in a cluster and not one of them greeted me. Then after I left the plus size section, I went to the "intimate apparel" department to search for a maternity/nursing bra. All of my normal ones are no longer comfortable and I want to find one like I had with Clone. I realize plastic is cheaper to utilize, but I am no dainty girl here and rough and tumble is my whole family. I need hook and eye stuff here folks. I prefer adjustable cups because the girls change size and shape often and with swiftness. However, I wanted to see what else was offered at a "higher end" department store, not just the SuperWally and Tarjay. The associate in the intimate apparel department walked past with another customer and didn't greet me either. THEN, the maternity and nursing bras were next to the customer service desk and she STILL ignored me. It's a good thing I didn't want plastic.

I got home, crashed in my bed with an ice pack on my knee after whacking the crap out of it on my van door. Grace, is not my middle name. I finally chase the Oldest off my computer and check my email to find that MOE'S of the burrito fame, responded to my email asking why I hadn't gotten my birthday burrito. I wasn't honestly expecting to get one this late after my birthday, I just wanted to make sure I was going to get one next birthday. But there it was with an apology (it wasn't likely Moe's fault either) for the lack of a birthday burrito. Way to go Moe! You guys rank right up there with one of my other favorite restaurants, Sticky Fingers. They let me use my freebie a week and a half after it expired, and I've never had a bad experience there. One time they did run out of my favorite and I got a nice credit towards my next visit because I emailed the company saying "man, that kinda stunk" - in more polite words.
So, if you're hungry, for lunch go to Moe's, then take the family out to dinner at Sticky Fingers. Honestly, you will not regret it. Unless of course you're allergic to something on the menu or good customer service.

Trying

Today is my little brother's birthday. Of course he's taller than I am, but he will ALWAYS be my LITTLE brother. Sadly I didn't get him a birthday gift yet. Being broke sucks like a shop-vac. I got him a stocking (disappointingly empty even) with our favorite college team and he was pleased. He's always so appreciative of the crap I give him. Devildog isn't quite as appreciative, but then again, I give him a different type of crap than I give my brother. Anyway, on to the purpose of my post today...it's a blog about the husband.
Devildog got home from work and apparently needed to download his day with me. There was a very challenging customer who called trying to get something she honestly was not entitled to receive, and attempted to do so with sniping, name calling and lies. Really....that whole karma thing never occurred to her apparently, because it came back to bite her unsunny place. There was another associate in the store who left their assigned department hanging while he took an early lunch break, resulting in a very frazzled associate that was left behind to tend all those customers solo. Sales plan buddy, it's one of those key indicators that the big cheese in corporate offices use to determine how many hours you get to work, and if you even get to KEEP your job. I'm sure this individual simply does not care about that at all. The big puzzle of a store's day is lost on that associate. There were inventory issues needing to be sorted out and remedied. And transfers were arranged, of course I got to hear about how one store never reciprocates and how that just peeves Devildog to no end (among other things I shouldn't repeat).
Then his lunch break was no exception to the Darwinian associations. He went to McDonald's...they know him there and he never deviates from his usual. When I worked at McDonald's (looks at oldest...) 16+ years ago, we had our "usuals". Regina always got a double cheeseburger, small fries and a small coke. She ate all her meals at McDonald's and one time threw me for a complete loop when she ordered a McRib instead, laughing heartily at foiling my attempt to beat her in the door and have her order ready to go for her. There was the hoarding curmudgeon who drove a late 1960's Chevy 4 door loaded to the top with old newspapers. The trunk, back seat, floorboards and front seat were full of papers. I suspect the lack of comfortable space contributed to his crankiness (clutter does that), and he was very terse. My husband is a regular, except he's not all that eccentric as those etched into my memory of my days at the mcjob. He likes his burgers plain, and nothing has changed in all the years we've been together. No condiments please, except cheese. His McPals near the job know this and try to have his food ready for him. Today there were 6 in line, Devildog included. He and another party in line had special orders. Everyone else had stuff they generally have at the ready. This other party ordered twelve (yes a dozen) double cheeseburgers, no ketchup no pickle. This large special order was second in line, Devildog was sixth. These two individuals were getting testy because people in line behind them dared to order food that wasn't a special order, and got their food ahead of them. They were saying things like "our food? anytime soon? like now?" and other insolent things that make the employees move slower just to be spiteful. I wouldn't dream of knowing anything about this, but I've heard things indicating as much. Devildog, having been on a roll with this difficult customer and annoying coworker interjected with his rapier wit. "Oh be patient, grab a chicken and gnaw on the leg to hold you over. They have to go out back and catch the cow and slaughter it for your burgers." The crew was just waiting to see what came next. Impatient Special Ordering people got puzzled and gave quizzical looks. Devildog had to break it down for them, because their apparently excessive grease consumption fried their cognitive abilities. "What do you expect? You come in here and order not just a special order, but a LOT of a special order. It's coming, they're working on it and it will be up in a minute. Geesh." Impatient Special Ordering people were not amused. Further proof that too much grease isn't good, it zaps your humor too. Eat a salad people! The roughage might clear the blockage and you may one day laugh again. However the McCrew was really bemused by Devildog's candid assertion and he became endeared to them that much more for it.

Devildog got back to work and there was more trying of his patience. He was saying to no one in particular "I'm trying to be better. I really am, but it's hard to be nice when they're being stupid." And a nearby coworker was quick on the draw and quoted Ron White. "You can't fix stupid". And it doesn't matter how much you try, that condition is just irreparable beyond any hope.

When opposites attract it becomes entertaining

My husband and I have lots of oppositions in our life. And that's just between the two of us. He was talking to an older customer and his wife (for 45 minutes, which is nothing by comparison to 2 or 3 hours with a customer the day before) about the recessed lighting they were buying when they asked about the different types of compact fluorescent bulbs available and compatible with the fixtures they selected. My husband was telling about the bright daylight type which he prefers, the blue-ish one, and the yellower light that I prefer (because they don't hurt my eyeballs like the other two-but rest assured he did not explain that). The couple sort of smirked. He went on to say that we fight over the kind of lightbulbs we use, but that's really nothing. We're full of differences and we fight all the time, and after 16 years of being with someone, it's definitely interesting. They chuckled. He felt a need to expound on his comments, and went with it. He followed with what would be "my lines" about the differences in workplace (competing locations, although technically I'm a VENDOR, and not an employee of that location), differences in religion (he's Baptist, I'm Catholic), and sports teams (He's a Gator Fan, I'm a Seminole Fan). By this point the couple was well entertained by our story.

Now, we did fight a whole hell of a lot when we were younger. In his mind he was always right and that was all that mattered. In my mind he was seldom, if EVER right, and that was all that mattered. I think, and this is merely a supposition drawn from a really un-sunny place, that we have managed to wise up and see a reasonable (purely subjective form of this word's use by the way) median in which to meet. Either that or we realized not one other single soul on this earth would put up with our crap like we put up with each other's crap and we figured we can live with that.
I realized that he's an utter OX and OAF like his father, and once I figured out a few things that made his dad tick, I used it to my advantage. Call it feminine wiles or guile. I don't care. I think he may have realized what he was up against and thought better of the act he'd been giving. Or maybe someone sat him down and had a come-to-Jesus with him. I don't know, and some things a girl goes to her grave not knowing. I just know that the only thing that has prevented the utter demise of our relationship is the Divine Intervention that brought us together, friends and family, and this really strong will we both have. We are both of Irish descent (me 50%, him probably less), and he's got some Native American tribal ties. He's an Aries, and I'm an Aquarius. So it's a passionate combination. Passionate doesn't always mean in the hormonal sense either. We both have a temper that is a force to be reckoned with when it flares. We're both stubborn and I think that has been the one key ingredient that has kept us together. Because I'm sure as heck not going to let his butt off the hook THAT easily.

Rum is worth the drive over a phone call

So my adventures the past couple weeks culminated with a harried Friday. What should have been a celebratory rum-thirty ended up being a frustrating one needing a drink before it started. I left you with my calling the ABC store nearest my house to inquire about the price and availability of Whaler's Vanille Rum. This store is less than a mile round trip from me. A mere mile-ish, gas sipping ROUND TRIP. The other stores are a few miles away at best for the next closest. Total Wine is 7 miles from my house, and I venture near another ABC store to get to Total Wine.

The call to ABC:
Answered with store name, and employee name.
I asked if they had the rum in stock (it isn't always available at this location) and how much it was.
"Hey! We got any Wader's rum over there?"
"No, Whaler's W-H-A-L-E-R-S" (I realize my half yankee tendencies aren't always heard correctly by those not exposed to yankees much. It's been a long day, my diction may have been lacking. It won't be the first or last time)
"Oh that, yea we got that"
"How much is it?"
"round about $10.99 or so"
I thanked them and hung up to call the competitor.

The Total Wine call:
"Thank you for calling Total Wine, this is ___ ... " (I sadly misplaced the rest of the greeting in my mental files. I've got a massive headache- probably due to my Beast's discobobulation of plumbing that contributed to dehydration)
My request for information also included the store hours because it's 7 miles away and required time to get there before closing.
She told me the time they closed and then I asked about my requested product.
::keystrokes:: "As of this morning we had eleven bottles, but I can't accurately say how many we've sold today."
I asked the price.
"It's $10.79 ma'am."
I thanked her and hung up. I then drove fourteen miles round trip for what I wanted. I then went to the ABC website and let them know their associate's lack of phone etiquette sent me to their competitor. The price was comparable. It was the principle of it, and due to the headache I didn't dare crack open the rum. I'd rather avoid the pitfalls of drinking while dehydrated. If I'm going to have a hangover, it better be worth it. The time and gas spent to get the rum was worth it for customer service that was worth a damn.

Once again, the devil throws sand

It's been a *challenging* two weeks to put it succinctly. I'm so glad resets are done, only for the physical toll they take on me. Then today I strolled into the peer group thing I'm doing, and was met with a semi-stressed co-facilitator. The third facilitator had a major family emergency. Another group from the church snagged the meeting room we were scheduled to use, which meant physical arrangements had to be altered. Then I spilled coffee in the storage closet, and had to clean it up. I did find something that should've gone to the parish office 2 months ago in the plastic bin that accepted my coffee mess though. (Hey, I'm trying to find the bright side here.) Then I got politely reamed for not getting there early enough to help (um, a phone call last night with the heads up that we were down one facilitator would have been helpful). I ran errands, ate lunch, got my clone and headed off to visit the vampires. Donating blood leaves me less than 100% till late at night, or even the next day. So I was fine with the kids skating on the patio while I attempted to rest on the futon Persnickety gave us. I was happy not to have to fight the kids for space on it too.

Not 10 minutes into the rollerblading excursion I heard the Beast emit "auuggggggh!" and stomp through the house to the front yard to shut off the water to the house. He slid and broke a pipe that was exiting the house. It wasn't just any water spraying the patio. It was HOT water. For the third time. In four years. DH denies having repaired it before (feeble memory that man has) after one of them hit it previously. I went to the orange Man Store to get the parts for the repair. I annoyed asked the associate for help with something else outside plumbing but in the next aisle. (Hey! He wears the orange apron, his job is customer service. I was no more annoying than the customers my husband describes visiting his orange store). DH starts cutting away the pipe and gets to the point where he needed the channel locks to open the PVC cement to make it all happen. I get his keys, go to open the back window of his truck and nothing. I mean nada. Not a click, whine, whir or breath. Go open the door, more of NADA. I holler over the house "HONEY! We gotta jump start your truck too!" I went for my keys, met him inside and told him he left his parking lights on all day. He came out with the flashlight to get the channel lock since he knows precisely where he stashed it. I got my jumper cables and moved the van, got things connected and gave it some gas for good measure. That battery was D-E-A-D. I waited 10 more minutes, and nothing. I checked the cables, and the negative on my van slid off the post. By this point, nothing is a big suprise to me today. But it wasn't any more pleasant. I finally got the truck jump started and drove it around the block. By then, DH was late for work. A few hours before (but after the pipe fiasco started), I put chicken in the crockpot, so my house was smelling good and my tummy was hungry. I returned, and I was about to make a plate of food for myself and I learned that my husband's repair sprung a leak. Off to the orange store again for more of the same parts (should have bought the "Pro-Pack" I had in my hand...damn). Don't ask, I didn't do this plumbing job. It was here when we moved into the place. We work with what we're given.

Then, I decide to call ABC for an inquiry of price and availability of my brand and flavor rum. THAT alone is worth its own separate blog post when I don't already have a headache. For now, I'm going to turn on the water to the house so I can pee and flush the toilet, and pray for a good seal on that plumbing repair. Which I would love to share pictures of, but I still haven't located the battery charger....
Anybody have a broom?

Why I think Verizon is the shizit

It's a long consumer rant here. Get a drink and put up your feet. If you don't have time, save the page to your favorites and come back. This one got really long. REALLY. LONG.

I have had cellular service for the larger part of 10 years or so. There was a period of time that budget prevented me from having a wireless phone, then I was on Bellsouth's old prepaid plan. As my phone aged, the service sucked and the sales people kept pushing me to upgrade my plan that was "antiquated" despite the fact that it suited me and my measly paycheck budget just fine. Companies merged and Bellsouth became Cingular (now it's AT&T). Then when I could no longer make use of half the network because my cellphone was stone aged (4 or 5 years old at the time), I started looking around for a new service. I didn't want the service that Cingular had and their customer service was sucking worse and worse every time I called. My husband had Sprint PCS a few years prior to that, and I knew I did not want that company either. His friends dumped Cingular and went to Verizon when their contract was up. One went to work for a Verizon. Meanwhile my husband was in the military, working as an MP on a remote training base an hour and a half from here. The only service they could get was Nextel. So, he got that since he knew so many people from the military and previous construction work who had Nextel. Direct Connect was nice to have. The bill never has been. Doing some very simple math, I deduced that since HIS friends were all moving to Verizon, and several of my friends had Verizon, that it would make absolute sense to cash in on the mobile-to-mobile and go with Verizon as well. Let's add that a couple of relatives on my hushband's side of the fence have Verizon too. It's nice to talk to his Grandparents and not worry about the minutes or cost. My friend C has had Verizon since it was Qualcomm(?) with the little pink guy. I could probably count on ONE hand the number of dropped calls I've had in the 2 years I've had Verizon. This means network lost connection, not my battery died, or any other factor. My husband and his overpriced Nextel plan lose signal right here in the city in a number of places. There are giant holes in their network, despite that whole Sprint/Nextel merge a while back. I have been telling him we can save money by getting a family plan, to the sum of that savings actually covering our cable bill (we won't even talk about that one today). But he was not willing.

Can you imagine my recent near fainting experience when I heard my husband actually utter the words that equated to "I want to dump Nextel". Apparently about a handful of his contacts actually still have Nextel anymore. Thanks honey, you could have spared us several hundred dollars and NOT got a new phone and plan last fall, and joined my Verizon plan. But he's the kind of guy that it has to be his idea or he won't do it. Someone went swimming in the ornery end of the gene pool there. Soo....we started looking at phones and plans etc. He can move his number over to Verizon, but it's going to cost a lovely early termination fee of approximately $200 at Schmucktel. Plus the cost of equipment etc on the new plan. How's THAT for stimulating the economy? So I decided I'd do some homework on the matter and called Sprint posing as a new customer. What an experience. I tell ya, it can only be described as "a piece of something". If this is how they treat people that don't YET have their service, good grief, why the heck hasn't my husband dumped them as soon as he could get out of the first contract???

First, you encounter the usual automated answering thing. Please press this or that to get here or there. This is where it gets *entertaining*. The phone is answered by someone who is OBVIOUSLY NOT A NATIVE to the United States of America by any means. Dare I say, this call was received by an outsourced overseas call center. I've been known to be wrong and I'm willing to admit as much but trust me on this and you'll see why in a minute. This individual gave me the name that was so overtly untrue I could have gagged. I was greeted with that cheezy slogan answer line "....this is George Aliza" asking how he could help. Uh...yea, his name was probably Amudesh or something but we self absorbed gringos can't grasp those Mediterranean pronunciations apparently. I explained I was searching for a new provider and wanted to do my homework and get information about the plans they offered, he asked who my current provider was. I told him that I didn't have a plan at the moment. I had to discontinue my cellular service a couple years ago and was finally able to get one again, and so I was starting fresh. He was dumbfounded by this. Oops, sorry "George". You can't use those scripts on me now. Darn. So he did his best to recover from an obvious jarring to his flowchart. I asked a few questions and somewhere in there, about 2 times, he asked about running a credit check to see if I would need a deposit. I told him I didn't want to do that yet. Then in the middle of my asking a question the butt-tard hung up on me. Pissed? somewhat. I called back. I got the automated answer, pushed the cursory buttons to get back to the sales people in Bangledesh or some other sand-laden locale on another continent.

Wanna know what I got? "There are no agents available. Please call back."

click.

The robot hung up on me too! Now if I was truly shopping for a new phone, I wouldn't have called back. They don't want to talk to me, well I don't want to give them my money either. (Felt this way for a while but ornery genetics over there....)
So I called back. AGAIN. Phone robot, push buttons, get a human. Ah, and this guy sounded just like the previous one, except he gave the name "John Michael"....hmmmm....I am thinking that Amudesh was either enjoying his phone sex operator name changes, or this guy's name was probably Jimadelah (let me help you here: Ja-mah-deh-leh). In any case this one took his job a tad more seriously than the first one. He asked a bunch of qualifying questions so he could match my needs to the company's benefits available. He misunderstood me when I told him I didn't need a thousand minutes (hinting at T-mobile's plans), and assumed I needed that many minutes. He offered me a 900 minute plan. I corrected him and told him I didn't need that many minutes, that I'd barely use those 900 at all ever. He seemed suprised, and took him a second to register this thought (translating is not easy when you think in one language and speak in another). Then he offered me the smallest plan they have. Then this one also asked me about doing a credit check to get my account started. At least he was a *ahem* hair more professional than the first one. I declined his offer, thanking him for his time and explained that I was not ready to make a decision yet. He also didn't hang up on me, and I thanked him for at least keeping me on the line to answer my questions. I guess in their native land, women do what men ask, demand, expect of them. While this may be an offense of Bibilical proportions to them and some holy-roller types here even...I am the one charged with tending the financial fires in our household.

So why am I posting this LONNNNNNNNG-A rant? Because once again the customer service of a company deserves it. If this was the company's sales department, charged with wooing customers and appealing to their sensabilities for a service that is ultimately an optional expense, I don't want to even venture into the other aspects of their customer service arenas. Let me lay out the biggest faults of this company's *SALES* department that I experienced.....this is outside the fact that their call center is blatantly outsourced overseas.

1.) PUSHY sales agents who do not give full disclosure. Half the information over the phone is not good service. Customers want to know everything they're getting into up front. Suprises on the back end leave a bad taste worse than that diet-soda-saccharin-aftertaste. We'd rather lick our own feet than be screwed over due to non-disclosure. Plus "George" kept breathing in my ear, and I was not getting aroused by it one single bit. I'm just glad I was unable to smell his lunch. Someone tell that guy to move the microphone up just half an inch to get out of his breath's expulsion path.
2.) NOT LISTENING TO ME!!! You want my money, but you don't listen to me. I have a need for services, you have a benefit that will fulfill that need. But I only need certain things from you, and simply won't use everything available. If you won't listen to me at the outset on a sales call, why would I think that I will be heard or even acknowledged once I've signed a contract?
3.)Putting across the inuendo that I have to have a credit check just to get information from them. This ploy works on unsuspecting customers who have not been taught better. It's bad character for a company to do this. What goes around comes around. Thank you, but I've had enough of my share of credit problems due to fraud and other reporting agency errors in my lifetime. Still having them.
4.) Hanging up on me. TWICE. Yea, I understand that "George" may have actually had a technical problem. I sensed he and his cohorts get a commission for every account they initiate or every credit check they run. He sensed he wasn't going to get a Lira out of me and decided I was no longer worthy of his time since he wasn't getting paid to talk to me. I guess it sucks to be whored out to an American company who allows women that do things their women would never ever even have the inclination to think about saying or doing, much less actually DO them. Like tell a man "no". Second half of this offense is that an automated robot answering system hung up on me. AUTOMATED hang up. I wasn't even given the option to hold on the line for the next available agent at Schmucktel, moving at the speed of Shint.

Anytime I call Verizon, I get a polite and articulate individual who has my interests in mind. Their training obviously includes "take care of the customer". Anytime I call them, I don't get disconnected by their agent or their computer. Anytime I call Verizon, I am told something along the lines of "if we can be of further assistance, please let us know". The people I encounter do something important, THEY LISTEN TO ME. I don't feel like I'm getting my wallet ripped out of my backside sans the joy or damage control. So somewhere along there, Verizon is doing plenty of things right. If someone feels otherwise, they may consider re-reading their contracts before they scream about it. I'd venture that customer didn't pay attention and ultimately had buyer's remorse. THAT is not Verizon's responsibility, that rests with the consumer. This consumer thinks that Verizon rocks.

So if anyone specifically at Sprint, Nextel, Verizon, or any other wireless provider for that matter is reading this blog, TAKE NOTE. It's a well known fact that dissatisfied customers do lots of damage by word of mouth. In my case, by word of key. I reach WAY more people this way. Granted, satisfied customers don't always sing praises either, so it's not always known. However, the silently dissatisfied ones are the ones that will make or break a lot of deals. Having worked in industries where those customers can make a bad day for people, and having been one of those customers that made bad days for other people, I understand how this blog will impact things. That was my precise point. My blog is full of rants about companies and services that merit space here to tell people what I think. As the daughter of a Depression era parent, I don't part with my money easily. I have always felt the larger part of the American population was too willing to part with their money without so much as a grease job or reach-around in the process. If I'm getting screwed, I at least want something to minimize damage or I better well be enjoying it. I guess my husband finally realized the lube was no longer there and came to his senses. It will be my pleasure to pay for this divorce. It is worth every single overpriced penny charged by Schmucktel. So Sprint/Nextel, I DIVORCE YOU! I DIVORCE YOU! I DIVORCE YOU! Are you dizzy yet from my circling you three times as I said that? Good, now go pay attention to what "George" and "John" are doing. I bet if I call back I'll get "Paul" or "Ringo". Any takers on that bet?