Ben was to receive a package that required a signature earlier in the week. He was working and since I’m retired, it was my job to watch for the UPS delivery. On day #1, I failed. Delivery was to be reattempted the next day and I was ready with the garage door open and saw the big brown truck arrive.
Me: I missed you yesterday and I need to sign for the package. Him: You don’t need to sign anything for me, Shelley.
The “S” in UPS stands for SERVICE!
UPS’s Tommy knew my name even though it wasn’t the one on the package. He knows where my family members live and let me know he would’ve dropped the package off with one of them (Pesky neighbors or Jerilyn at MasterSbilt) but he’d taken the previous day off.
He talked about the company’s changes over the years — how UPS used to be the only delivery service allowed in the front door of businesses because of their strict dress codes. He expressed sadness that their trucks aren’t kept as clean anymore and how standards have been relaxed.
Our world could use a whole lot more people exactly like Tommy!
He explained that he still adheres to the old rules, and upon his retirement in the next couple months he’s going to grow a beard. Although UPS allows beards and visible tattoos now, it wasn’t always that way, and Tommy still believes UPS drivers shouldn’t “look homeless.” 😉
Tommy said, “I tell every one that the “S” in UPS stands for service and we need to remember that.“
Neither Merida nor Hugo care how customer centric UPS is…
They don’t like the brown truck and they don’t like ole’ Tommy. But I sure do appreciate those who still believe that customers should be treated like they matter.
Now you know: Apple recently paid $95 million because Siri was caught eavesdropping on private conversations, like doctor visits and drug deals, then sending those recordings for human contractors to listen to. Siri was triggered not just by “Hey Siri,” but by phrases that sounded similar like “seriously.”
Texting takes just a few moments and could save your reputation.
After our problems last week with the boiler — and the only company in the area certified to do work on a Central Boiler or buy parts for it — we had a repeat of getting ghosted again when needing the driveway cleared.
Sunday afternoon, I talked to a dude via text about clearing our drive. Not only did he advertise on FaceBook to call or text anytime… but Jerilyn said that’s who she got to do her drive in town. Nice guy… good conversation… said he would either be here later that evening or on Monday by noon. I explained that I just needed it to be done before 5:00 PM on Monday. “No problem,” he said.
Noon came and went and I sent a text at 1:30 PM that was ignored. At 3:30, I sent another text that was also ignored. At 4:30, my text wasn’t as pleasant… I explained that I had to do SOMETHING. Dude said I needed to find someone else. 🤬
Fluff to the rescue!!
Ben spent the weekend in a hotel for work throughout the snowfall, and when he finally got off, he had to park at Mom’s and have Carl chauffeur him here… and pick him up for work yesterday morning… AND bring him back here.
But good ole’ Fluff came when he said he would!
If you can’t even take time to send someone a text when you’re unable to do what you said you would do, you don’t need my money. And you don’t need the money of anyone else that I’d refer to you either. Not now — not ever. I’ll never trust you again to provide a service because you couldn’t take 30 seconds of your time for me.
Now you know: Freddie Mercury was born Farrokh Bulsara to Indian parents in the Parsi community and spent his formative years in India. He never discussed his ethnicity w/ journalists; the closest he came was referring to himself as “a Persian popinjay”.
Apple phone. Apple computer. Apple watch. Apple credit card. Ah yes, I’ve been an Apple fan girl for as long as I can remember. Today, I’m mad at them for something they didn’t do… not directly anyway.
I’m done with Goldman Sachs Bank USA.
Remember me telling you about the mysterious charge on my CC that happened back in December? To recap, a person purchased gift cards, a video game, and a “hug” using the name Diane Rimes. He/she used my virtual CC number and phone number, her/his own name and the wrong physical address to purchase items using an account that doesn’t belong to me. Of course, I can prove all this happened and provided all the information to the CC provider, Goldman Sachs.
Their claim that they will protect their customers from fraudulent charges is a lie. There’s no way a “real” person reviewed this because they let me know today that:
Your Apple Card transaction dispute investigation is complete and the merchant charge(s) will remain on your account.
I’m going to pay the nearly $200 charge, but I’m done. Apple chose Goldman Sachs — and it’s the card in my phone’s wallet that pays me cash back. I’ve had an Apple CC for as long as I can remember. This one was issued when Apple changed providers in 2019; I’ve always paid early; and this was my first fraud claim.
Because of this CC fiasco, I’ve lost some of that long-time loyalty for Apple. That’s how it works…
If one person in your company — or one of the companies you’ve chosen to represent your brand — fail to treat your customers with respect while providing exceptional service, your reputation is soiled.
I’m so done… hello, Android! 😠
Now you know: Michael Keaton only had 17 minutes of screen time even though the movie was called “Beetlejuice.”
Dharma is feeling a bajillion percent better. She’s able to sleep and her eyes aren’t red and watery. No more scratching, chewing her feet, and panting. Yippee! I still have 10 days of ear medicine to administer, but the improvement already is huge.
Same vet, but what about the service?
I’ve been going to the same vet for YEARS. One of the services I appreciated — and was charged for — is no longer offered. They will no longer trim nails. Why? Because they’re simply too busy now.
My vet instead offered a tranquilizer so I could easily take her to a groomer. I think that sucks. It was between $11 and $15 bucks for a nail trim (can’t remember exactly) that took a couple minutes. How long does it take to prepare a tranq? 🙄
I also noticed the vet didn’t come back in the room after he took Dharma to the back for her shot. Some chick blundered in with her instead, tripped over her leash, and pushed the ear medicine into my hands. Busy is great for business… it’s more money, right? But the experience I received when trusting my vet with my family member was lacking.
processing — what customers have a right to expect
service — willing to add an ingredient of engagement to enhance the interaction
experience — connect on a higher level so the interaction is perceived to be personal (the way the experience made the customer feel)
I spent over $200 bucks and the processing was great — Dharma is better. A nail trim (even a $15 one) would’ve been service. Since we didn’t make it to step #2, there’s no way we can get to step #3.
I’m disappointed.
Now you know: (Sittin’ On) The Dock of the Bay was recorded by Otis Redding just 72 hours before he died in a plane crash.
There’s one more day of work here to be done. Mr. Contractor didn’t show up yesterday as promised — and he hasn’t answered the text I sent this morning asking if he planned to be here today.
Working from home is hard if workers aren’t reliable.
I have a call this afternoon that’s a pretty big deal. My luck, the worker dudes will show up in the middle of it. The last call I had with this organization was interrupted by the HVAC team. I can’t afford another challenge like that one.
I’ve been holding off on finishing things up that I can do by myself until the last of the contractor’s work here is done. That sounds great in theory, but it just keeps dragging on and on and on.
I’m still smiling!
And the turmoil isn’t causing Dharma to lose one minute of sleep. All of the inconveniences that are stroking my last nerve have zero effect on her.
Why are contractors immune to the rules that most businesses are required to follow?
You know the rules I’m talking about, right? Like… showing up — or at least letting your customer know if you can’t. Like doing what you said you would do when you said you would do it.
I can only say good things about the quality of work I’ve gotten from my contractor. And I guess contractors are so darned busy and in demand they don’t have to follow any “customer experience” protocols.
I’m just ready for a bow to tie this up so I can give a standing ovation, a final check, and a boot out the door. 🙂
TIL (Today I Learned): The invention of bicycles was fundamental to the early women’s liberation movement. Bicycles promised freedom to women long accustomed to relying on men for transportation. It was also the main reason corsets and long skirts fell out of fashion in the early 20th century.
