Five Things that Drive Me Crazy
by Ruth Glover in collaboration with Randy Duermyer
Think about it: We’ve gone through the era where customer service was valued and considered important for companies, where gas stations had attendants who would not only fill your tank, but clean your windshield, check your oil and sometimes even offer to check your tire pressure. That evolved to getting gas means serving yourself. Checking out at the supermarket means bagging your own stuff. Customer service became outsourced to overseas call centers with reps who couldn’t speak or understand English, to phone systems with “press 1 for this, press 2 for this…”. in endless loops to make us crazy.
Number 1
Today I want to complain. Why did they make it so hard for people like me? I am feeling sorry for the depth of incapabilities I wear daily. My anger is not raging about the expense, but I have concerns. Will I ever conquer my struggles with technology?
I’ve calmed down. Several weeks ago I purchased a beautiful new phone, not for the name on it. Why did they make it so hard for people to share the ways to grasp how to set it up? I am feeling sorry for the depth of my incapabilities daily.
Much to my surprise I find the new phone difficult to use. I’m not very technical and find some of the directions non-understandable. Plus, it jumps around without any thought or direction from me. Maybe as I use it, the directions will make more sense. I need to find basic books to help me understand the realities of this new and wonderful item of delight. But today, I’m frustrated. Perhaps, I will “catch on” as I dabble with finding wonderful options.
Number 2
Next, I complain about an example of how a major drug store treats millions of calls from its customers. This one makes me froth at the mouth. Maybe you have a drugstore near you which answers your questions like, “Did the doctor send you the prescription today?” You need to know the answer so you can pick it up, right? But NO ONE is alive online at “my” drugstore. Yes, it has a process which doesn’t work for many. We can leave a message, but no real person is allowed to mess with the questions and answers for the very wise and kind people who work behind the counters. This one is my favorite complaint, which I want to conquer with their management. Yes, I’ve told the company management and asked the sweet ladies behind the counter to tell management what is happening. The sweet ladies are excellent, and they have suggested changes to their “higher ups.”
Number 3
I don’t drive through restaurant lines when they clog traffic. One restaurant near me has two traffic lines and parking space beside it. It certainly helps to have the two lines. It moves the monstrous lines of cars and trucks forging ahead at mealtime with hazardous situations for the cars. I fear for the children running across the parking lots, and the teenagers who attract trouble.
Number 4
I caught myself screeching into the phone, “I need to talk to a real person!” Again.
Number 5
I need to calm down and drive the car to arrive before the store closes. Oh, the car is getting a new thing-a-ma-jig; it won’t be ready until next Friday.
I think my situation shows my “hurry.” I know that is my problem, yet there I am wanting to use bad words when I’m ignored, forgotten or I can’t reach a real person.
But you know…this is no big deal. Most doctors have assistants to help a person, and even that can be criticized, but my pharmacy? I’m glad I’m just cranky. I had someone call from the company because I wrote a dreadful review. I explained that the ladies at this location are excellent. The real humans at the pharmacy do a darn good job.