Paradise Part 14

The next few weeks were like the previous few weeks.  RB read complaint letters and emails from unhappy customers.  He did what was necessary to win the customer back and went on to the next complaint. 

Handling complaints for the executives gave RB variety, which he liked.  Working regular mail was mostly variations on the same problems.  RB also was grateful for the positive feedback from the executives and their staff.  One downside was the complexity of the problems or the value of the customer.  They were high profile in the eyes of the executive who passed the work to him.  RB knew he could not afford to lose a customer when the company executives required him to win them over.  Often, they were rich or famous or both. 

An opportunity for overtime was offered and RB took advantage.  However, it was a double edged sword.  RB made additional money and it was needed since he had 3 kids in high school and a house that needed repairs.  Nevertheless, each additional complaint wore away at his soul.  Each week of additional complaints brought him to a breaking point.  He was compelled to get away for a while.  Too often, he was unable to unable to get the relief his heart required.  Consequently, everything slowly built up. 

He never had health problems and had no concerns in that regard.  All he understood was the constant barrage of negativity ground him down.  Perhaps it was better to explain this way: each complaint required RB to carry a millstone.  Each day off allowed him to shed one.  His heart always had to carry more and more and there was no relief in sight. 

RB was happy he didn’t remember work when he drove home.  For some reason, deals didn’t stick in his mind.  He often needed to pull files to refresh his memory if something came up at a later date.  Once the file was in his hand, he could remember minute details.  If he closed the complaint with a phone call, he could recall voice inflections and even background noise in the customer’s house or place of business. 

Daily, he wished he could find a different job.  He didn’t want to sound dramatic but he felt the job was killing him.  Being in the Bad Place was killing him.  He just had to get out.  He applied for many jobs over the years and had a few interviews to no avail.  Now with the poor economy and lack of movement in the company, he was stuck.  He would retire or die in this job. 

Paradise Part 13

With a plate full of blueberry pancakes, RB returned to his cube to read his next letter.  After sitting, he leaned his face forward and above the paper plate stacked with 3 syrup drenched pancakes and inhaled.  With eyes closed, he savored for a moment.  If only Matt had some bacon.


After shoving the first forkful into his mouth, Jennifer entered and put her plate of pancakes on the desk and pulled the chair in RB’s office forward so she could sit and eat.  She asked while adjusting her knife and fork,
“How’s your day so far?”


“Pretty good.  How’s the baby?  Any new pics?”


While chewing, Jennifer retrieved the cell phone from her pocket and turned it on.  She moved her fingers around a bit and handed it to RB who smiled and nodded approvingly.  He slide through the pictures for a moment and said, “What a sweetie!  She is adorable.”


“She is something again.  She is only 4 months old but is so alert.  She takes in her surroundings and even seems to understand it.”


“How’s your adjustment coming back to work?”


“Well, I cry every time I drop her off at the day care.  She seems to like it so that helps.  I just feel like I’m working to pay for day care.  God, it is expensive!”


“Yeah, I remember them days.”


“You know, they are starting a lottery pool for this week’s lotto.  You want it?  Over $200 million this week?”


“How much is everyone doing?”


“20 bucks”


“20 bucks? Jeez!  I guess I’m getting cheap in my old age.  Yeah, I’ll do it.  I’d be pissed if you guys won and I was stuck here.  You’d give me money if you won, right?”


“Of course, Greg and I would love to support you, Melissa and the kids.”


“I know sarcasm when I hear it.  What are you going to do with your winnings?”


“Leaving the Bad Place, you can bet your life on that.  I guess the usual, pay off the bills, travel.  Maybe do some volunteer work.  You?”


“Oh I’ve thought about this.  First, I can do early retirement so I’ll take advantage of that.  Once my last day of work is nailed down, I’ll do everything possible to not work until that day.  That’s the easy part.  What I really want to do is stick it to some of the arrogant frequent flyers.  I’ll pick a flight to some place I want to fly.  Let’s say Honolulu.  I will buy every seat in first class.  When they ask me for names for each seat, I’ll tell them there aren’t any but me and my family.  There will be about 20 empty seats up there.  All them frequent flyers waitin' for their upgrade will be mad when they sit in coach and see all them empty seats.  Too bad!  I paid for em.  You can sit your ass in coach!”


“You really need to get outta this place.”


“You got that right.”


 

 

Paradise Part 12

RB’s manager, Matt, was an ex-Marine.  RB thought he was a fair man.  He was not against having fun at work and even encouraged it as long as the job didn’t suffer.  On this morning, Matt brought in all the ingredients for pancakes.  He was known in the corps as someone who could “whip up a mean batch of chocolate pancakes.”  He also brought blueberries for those who wanted healthier fare. 

As he sat taking notes from a voicemail, RB heard a noise in the break room.  When the voicemail was finished, RB went to the break room to see who it was and what the commotion was about.

Matt looked up from his work and greeted RB with a hearty, “Good morning, RB.  How’s it going so far?”
“No complaints so far.”  Then RB thought a moment and said, “Well, I did have one complaining voicemail already.  So that makes one complaint so far.  What’s the occasion for this?”

“Can’t a guy do something nice without people questioning his motives?”

“I’m not questioning your motives.  Just making sure I didn’t miss a birthday or anniversary or something.”

“Actually, this is a bit of a celebration.  We dropped 4 days off our response time in the last 2 weeks.  I think that deserves pancakes.”

“Well, I’ll take a blueberry one when you get everything up and running.”

“No chocolate?”

“No, I got sick once as a kid eating chocolate pancakes.  It was too sweet.  Glad I didn’t throw up or it may have ruined chocolate for me.  That would have been bad.  You need any help?”

“No, I just need the skillet to warm up and I’ll start cooking in about 30 minutes.  I need to get my office going now.”

“Thanks boss!”

“Don’t mention it.”

As the two went to their offices, RB thought of how much he liked Matt.  Even though he was the one who told RB he had no choice in taking the job working executive correspondence without a pay increase, RB had no hard feelings.  Matt had always been straight with him.  This was a contrast to some other managers or supervisors he had had.

Many years ago, RB had a job in a warehouse.  The supervisor’s office had a window looking over the warehouse.  RB’s supervisor would sit in the office talking with someone on the phone.  He would lean back in the chair and put his feet on the desk.  The man would talk for about an hour (the rumor was it was with his girlfriend, not his wife) while watching the activities in the warehouse.  When his call was finished, he would enter the warehouse and point out things he wanted done.  The man had a superior attitude and it rubbed RB and his coworkers the wrong way. 

Just a few months later, there was a new manager.  Everyone was happy for the change.  How could anyone be worse than the last guy?  The next guy was.  In his own way, he was worse.  He didn’t act superior.  In contrast, he acted sheepishly while on the job.  This wasn’t such a bad thing but he seemed totally ignorant as to what the purpose of his job was.  Also, when he pitched in to help, which was a pleasant change for the previous manager, he made mistakes. 

One company regularly brought shipments for Calgary and Edmonton, Canada.  He knew which truck on which they were to be loaded since there was only one that went that direction.  However, when they also started shipping to Montreal and Toronto, Canada, he continued to consign them to be loaded onto the same truck.  After this was caught the third time, someone asked why he was using the truck going northwest.  He replied they were going to Canada.  When someone explained Montreal and Toronto were east, he asked, “Well, it’s still Canada, isn’t it?”  After a few tries of people correcting the load manifests, it was decided to let one go and see if he would finally understand his mistake.  It didn’t help.

Matt was a pleasant contrast.  While he came from a maintenance background in an area that was mostly men, he adapted to an office that had mostly women.  Also, he made it a point to say he didn’t know the ins and outs of the jobs of people under him and would let them do their job.  He expected them to do their best in their performance and wouldn’t accept anything less. 

RB liked that about him Matt.  It was fair in his mind.  Still, RB knew he would never go to Matt with help about a complaint.  He would bounce thoughts off trusted coworkers. 

Paradise Part 11

September 27, 20XX

 

Mr. John Doe
123 Main Street
Any City, US  12349

Dear Mr. Doe,

Thank you for your letter to our Chief Executive Officer, David Patterson.  I have been asked to respond on his behalf.  I am sorry to learn of the problems you and your wife encountered on your anniversary trip to Hawaii.  Happy anniversary to both of you!

Let me assure you we are in agreement of the importance of taking care of our customers.  I once heard it said that if we don’t take care of the customer, someone else will.  Therefore, we believe it vital to use customer feedback like yours to gauge the quality of our service and to make improvements where necessary.  Please know I have forwarded your letter to the appropriate areas for further review.  We do not want similar experiences in the future.

Given your long history with us, I am sure you have had schedule changes before.  Nevertheless, the time and manner in which your concerns were handled is disturbing.  We expect helpful, courteous service from our people and I am sorry to learn from your letter a supervisor was needed to obtain a more acceptable itinerary. 

I can certainly understand your disappointment with the multiple delays you and your spouse experienced.  Your time is valuable, and operating on schedule is equally important to us.  In the process of providing air service over many different routes each day, we sometimes encounter mechanical problems, adverse weather, and other unavoidable interruptions.  These are situations faced by all airlines and no carrier can guarantee that all flights will depart and arrive as planned.  I would like to stress the safety of our passengers and crews are our first priority and we do not dispatch aircraft that are not airworthy.  You mentioned your frustration at seeing unused aircraft in Los Angeles.  I hope you will understand we are often able to use such planes and am sorry to learn from your letter one was not available. 

I can only imagine how you felt when you learned your baggage was delayed.  That it was delayed the extra days you mentioned and your need to claim them yourself is disappointing.  Please know we have a task force specifically charged with reducing mishandled baggage.  Your feedback should be invaluable.  I trust your next trip will be an improvement. 

We hope you will understand we do not refund tickets when travel is completed.  Therefore, I must respectfully decline your ticket refund request.  Nevertheless, we will reimburse the expenses you incurred due to the luggage delays.  A check is being sent under separate cover and should arrive within 10 business days. 

In the interest of goodwill, I have enclosed $XXX.XX vouchers which may be used toward future travel.  Also, I have deposited additional miles into your frequent flyer account. They may be used for mileage upgrades or other travel options. 

September 27, 20XX
Mr. John Doe
Page 2

Again, thank you for writing.  We appreciate the loyalty you have demonstrated over the years and want you to know it is a two way street.  We look forward to serving your future travel needs. 

Sincerely,

 

Robert Baxter
Executive Assistant

Enclosures

Paradise Part 10

September 23, 20XX

 

Dear Dave Patterson,

I want you to know it has taken me a full week to cool off enough to write this letter.  I have been a million miler on your airline for 8 years.  I remember when flying was fun and people took pride in how they looked while traveling.  Now cheap fares have filled planes with bus people.

But that is not why I am writing.  I booked a vacation with my wife to Hawaii.  It was for our anniversary.  We never really had a honeymoon and I promised one to my wife after I retired.  This was to be a dream vacation.  It was a type of dream.  It was a NIGHTMARE!

Three months before the trip was to begin, I got a phone call telling me there was a schedule change and now we would have an 8 hour layover in Los Angeles.  It used to be an hour and a half.  Now it is 8 hours?  The later flight we had no longer operated and that was the only connection.  I was on the phone for 45 minutes with your representative who was no help whatsoever.  Finally, I demanded to speak to a supervisor.  At least this person understood what customer service means.  I talked with her for another hour and a half before we finally worked out a solution.  Even that wasn’t that great but things were looking up.

On the day we flew out, your flight was delayed.  We were boarded in coach since there were no first class seats available during the 2 hour phone call I mentioned before.  They made us sit there on the plane for 40 minutes with no information whatsoever.  Finally, they said they were waiting for a mechanic to come out to the plane but we had to stay on board.  20 minutes later the mechanic gets there.  About 30 minutes after that they say it will be and hour to fix.  We had to stay on the plane the entire time.

With the 2 hour delay, of course we missed our connecting flight to Los Angeles.  When we get off the airplane and go to the gate agent to see what our options are, she tells us our flight hasn’t left yet.  I thought, Wow, they waited for us.  I was wrong.  This plane was broken too.  Don’t you people take care of your airplanes any more?  You were 2 for 2 going but I’m not done yet, am I?

We sat in your airport lounge for 3 hours.  Thank god I maintained that membership.  It was about the only good thing about this trip.  While we sat in the lounge, we looked at all the planes sitting around the airport.  Why couldn’t one of those airplanes been used?  Surely, one of them could have been used and lessened the delay we had.

Finally we get to Honolulu.  Guess what?  No luggage.  You had 3 hours to transfer our luggage to our plane and you couldn’t get that done.  At this point, all we wanted to do was go to sleep.  When you factor in the time difference, we had been up 19 hours.  We were beat but there was no time for sleep yet.  We had to go buy some clothes and toiletries.  My wife had a splitting headache because of all the stress so I had to get some Tylenol for her.  I ended up having to stop at 2 different places to get everything we needed.

The next day, no luggage.  The day after that, nothing.  We had to buy more clothes and no one could tell us where our luggage was.  Finally, on the 3^rd day, they miraculously showed up.  They offered to have it delivered but told us it would be some time between 9 and 5.  I get better service from our cable company.  I told them forget it.  I went and got the bags myself. 

The last 4 days of our trip were the type of relaxing trip we wanted.  Then the night before our return, I got a phone call that our flight the next day was delayed.  My wife said oh my god not again.  I couldn’t believe it.  3 for 3. 

I will say that the remainder of our trip wasn’t as bad as the first half.  For that, I am thankful.  But this trip has left me with a bad taste in my mouth and I have big doubts about the quality company you once had. 

Let me recap

You changed your schedule which gave us an unworkable flight out.  I spent 2 hours on the phone trying to get something better.  3 out of 4 flights were delayed.  Our luggage was lost for 3 days and then I had to go get it myself.  I think you would agree this is not a very stellar performance. 

As CEO, you need to know about these shortcomings or your company won’t be around for long.  Customers will no put up with that.  As someone who has been in business, I believe you must take care of your customer.  I have thought long and hard about what I think is acceptable compensation for debacle we endured.  Here is what I want:

Full refunds of our tickets
Full reimbursement of expenses because of the lost luggage
Reimbursement of my and my wife’s time for the time on the phone and hours waiting for planes that actually can fly and for our luggage to be returned to us (which I had to get myself)
Vouchers for free first class tickets anywhere you fly to

I believe with the amount of the money I have given you over the years, you will agree we are deserving of this compensation.  I look forward to hearing from you.

Sincerely,

John Doe

Paradise Part 9

RB was reading a customer letter and mentally determining how to handle the complaint when he heard a small disturbance from across the office.  Curiosity got the best of him and he stood and looked over the cubicles.  He was reminded of a saying he once heard about an office full of cubicles.  Workers who stand up to see what is going on are called prairie dogs. 

While walking toward the commotion, RB learned Jennifer was back from maternity leave.  All the ladies were gathered around her cubicle and looking at pictures.  Baby stories were swapped and smiles abounded.  Babies represent new life, a new start.  Then one by one, everyone returned to their office and back to the business of making unhappy people happy. 

Jennifer and RB once shared a cubicle wall and regularly visited each other’s office to bounce ideas off one another and to gripe about various circumstances that bothered them at that moment.  RB had missed Jennifer but was happy she finally entered motherhood.  During her pregnancy, she beamed with joy and RB enjoyed her happiness.  He had mixed feelings about her return.  It was nice to see her again but he knew how the “Bad Place” affected people.  If she had any signs of post-partum blues, 8+ hours a day of customer complaints might send her into a dark place. 
Shortly after lunch, Jennifer knocked on RB’s cubicle.  She asked, “Are you busy?”

“Hey there, momma!  Of course not.  How are you?  It’s so good to see your smiling face again!  What’s up?”

“Just thought I’d come over and see you.  You are only 2 rows over now but it seems further.”

After a few minutes of small talk, Jennifer lowered her voice to a whisper and leaned toward RB.  The two had done this several times in the past so RB also leaned forward to what was only for his ears.  She said, “I don’t know if I can do this.”

“You mean come back to work while someone watches the baby?”

“That too.  I mean deal with these crazy people who write in all the time.”

Jennifer looked at RB with pleading eyes.  Did she want confirmation or permission not to come back to work?

“We’ve talked about what this job does to a person before.  Are you afraid of how it will affect you or just the thought of getting back into this routine?”

“I suppose the routine.  I just can’t see myself doing this again.  I don’t think I can do it.”

“Do you have to do it?  I mean, do family finances depend on it?”

“Pretty much.”

“You know you can look for another job in and out of the company.”

“Yeah but with all the cuts made here and economy the way it is, you know jobs are scarce and hard to get.  And I don’t want to give up what I’ve built up here with my seniority.”

“I understand.  It’s a hard thing.  I’ve told you how I feel about this job.  Eight or more hours a day, 5 days a week of this negativity wears aware your soul.  Then you add the stupid crap management does with their asinine thoughts on how to make us faster in getting our replies out.  I’ve always said that you basically know what to say and what to give to a customer before you finish the letter.  Writing your reply is quick.  It’s reading the darn customer letter that takes so long.  How many 1 page letters do we get?  Shoot, 75% are 3 or 4 pages and more.”

“And all of that is why I don’t think I can do this.”  Jennifer stopped for a moment, considering her next words.

RB said it for her, “You’re scared.”

“I guess.”

“Understandable to me.  I don’t blame you.  I would be but I know you and if you want to do this, you can do this.  If you want, just do it until you find another job, wherever it is.” 

Paradise Part 8

When RB walked into the house, he greeted his family.  Melissa, his wife, inquired about his day.  He said it was fine.  The only deal he could remember was the Scott Patterson call and RB saw no need to mention.  While Melissa began recounting her day, RB was grateful he didn’t bring work home with him.  Once he started the drive south to his home, the day was forgotten. 

Like most days, Melissa discussed the details of various teachers and students where she worked.  RB rarely met any of her students but knew the staff at the school.  RB remembered the previous year in mid-December RB had the day off.  Melissa forgot her phone at home and called from a school phone to ask RB to bring it to her.  Perhaps due to too many Christmas candies or the proximity of the Christmas holiday, the children in her first grade class were rowdy.  When RB walked in the room, the children stopped their antics and stared at the stranger who entered.  Melissa asked the class with a hint of mystery in her voice, “Class, do you know who this man is?”

The children replied, “No.”

“This man knows Santa Claus.”

A boy said, “Whoa!”  There was murmuring in the room.  RB picked up on the ruse and played along saying, “You weren’t supposed to tell anyone that.”

“Oh yeah, I forgot.  I’m sorry.  Class, please don’t tell anyone this man knows Santa Claus.”

The children were wide eyed.  Several gaped at him not believing it was true but why would Mrs. Baxter lie to them?  RB addressed the class again, “Kids, please don’t’ tell anyone about me.  It would make Santa very happy to know Mrs. Baxter has good kids in her class.”

Then he turned to his wife and handed her her phone.  “Here you go Mrs. Baxter.  I hope this comes in handy.”

The night continued like all the others.  His kids had homework to get done.  RB, due to his job writing letters, was always the one who helped with writing.  Melissa was the mathematics guru.  Both did well enough in the other subjects to get by.  However, their oldest daughter, Beth, was in her second year of Latin.  RB did one year of Spanish in high school and it didn’t help much.  RB and Melissa told her she was on her own and to get a tutor if she needed help. 

The family had recently brought home a dog from an animal shelter.  They named her Bailey.  This dog was for their youngest daughter, Ashley.  She was an animal lover and wanted a dog her whole life.  Finally, as a nine year old, her wish came true. 

Bailey was about three years old and, apparently, had some training.  She knew to go outside to do her business and would sit, shake and lay down on command.  RB liked dogs but never owned a dog before.  He had been bitten by two different dogs as a child.  Consequently, he was nervous around canines. 

He remembered advice from his father about dogs.  He said to never let them think they can get away with anything.  Make sure they know who is in charge.  Therefore, RB established his alpha status as soon as the dog entered the household.  Everyone wanted Bailey to sleep with them but RB refused to let the dog on any furniture.  Since the kids invited her onto the couch or their beds, Bailey soon learned to jump down from furniture when he approached. 

Melissa was a big offender of this rule.  She regularly called the dog onto the bed.  On this night when RB exited the bathroom, ready to get into bed, the dog was on his side of the bed.  Her eyes registered acknowledgement of her offense.  The end of her tail flipped to and fro in an attempt to soften RB’s heart. 

“Who said you could be on the bed?” RB asked.

Bailey rolled onto her back in submission, tail still moving back and forth.  She was working her way into his heart.  Still, he told her to get down and she instantly obeyed.  She is a good dog. 

The next morning, after his typical two bowls of cereal, RB made his lunch and headed to work.  RB never thought about what the day would bring.  He simply listened to the news headlines.  He learned what was going on in his world.  Besides, he knew the stories at work were all basically the same.  Only the names, dates, and airports changed.