It is good to be home.  I was so happy to see clients again, and I look forward to seeing the few I haven’t seen yet in the next weeks.  One of the self-care tips in last week’s post was my suggestion to complain.  And, that’s what I did this week.  I wrote letters to the various companies that provided less than adequate service.  I was not mean or disrespectful, but I did let them know that offering incentives rather than ignoring customers comments can build loyalty.  Delta Airlines was the only corporation who did their best to make up for their shortcomings.  Although they cannot give us back the time we lost or the experiences we weren’t able to enjoy, they contacted me on email and by phone to try to ensure they did what they could to ameliorate the situation .  I really appreciate that.  

I grew up working for my father’s business, a small shoe store in South Jersey.  During the busy seasons, back to school, the winter holidays, and Easter, the hours were long.  My father and his employees instilled in me the need to take good care of the customers.  The motto went, “the customer is always right.”  Sometimes they stretched that by bringing in shoes that were well worn insisting on a free new pair because of some recent issue with them.  I could not tell them that the life of the shoe was over.  My job was to make sure they left satisfied.  My father lost a lot of money thar way.  But he was a proud businessman, and he made sure that my customer service was impeccable.  That has stayed with me throughout my working life.  

I do get it wrong from time to time.  I’m sure I’ve said something or have behaved in a way that may have upset some.  I will own up to it when it’s relayed back to me.  So, I want to give businesses the benefit of the doubt by letting them know what didn’t work, what they can do to make it better, if that’s possible, and to let them know I will vote with my wallet.  I will give them repeat business if I matter as a customer.  And I will find another source of service if I they don’t do the right thing.  So many companies spend a great deal of their budget on promotion and sales.  They forget that giving good service on the back end is just as important.  I am glad I wrote the letters giving me a voice.  They may not want to hear it, but at least there’s a chance for change if I say something.  I hope to hear from one or more of the companies. If I don’t that’s okay, I did what I could and now I can let it go.  Hopefully no more letters have to be written in the future.  I am so appreciative when businesses and employees go above and beyond.  They make a lasting difference.  

Self-Care Tips:

• When a business representative treats you poorly or ignores you, say something, whether in person, in an email, a letter or an online form.  Speak to the source.  Sometimes it’s human error, and sometimes someone isn’t suited for customer service.  But you deserve a voice in these interactions.  
• Try to give others the benefit of the doubt.  Usually, people do not want to be unhappy.  Often, they aren’t aware how they come across.  When we give another the benefit of the doubt, we create space for change because we are not blaming them, which puts them on the defensive and perpetuates the negative cycle.  
• It’s September, clean out your freezer.  Find what needs to be thrown away, what you forgot you had that can be a meal this week, and what you might want to restock.