We have all had our own experiences with "life happens" and your plans for it suddenly changed by circumstances beyond your control.
Today I would like to share with you the latest example for us.
It started out to be a "good news" story, with our hearing a truck pull up to our house and, a short time later, the ringing of our doorbell. Looking out the window, it was a FedEx truck.
A special delivery! Although we weren't expecting anything. So even better, maybe, a surprise special delivery?
No ...
A typical home address has a street name and a house number. The house number on the label was correct. The street name, however, was not. Not even close ...
The rest of the story ... A Good Samaritan story?
As we talked about what this careless driver had just "delivered" to our plans for the day, my beloved life mate's first response was to call FedEx and have them get their driver to turn around and get it.
Not a bad idea, so I went back to what I was working on ...
Overhearing how the conversation was going, I knew it wasn't going to be that easy. After repeatedly saying she could neither hear clearly nor understand the FedEx representative on the other end of the line, the call ended with this exchange:
Beloved: "Where are you?"
FedEx rep: "We are not allowed to tell you that."
FedEx rep: "May I have your name?"
Beloved: "I am not allowed to tell you that" ...
My normally calm and patient wife had enough, as it is out-of-character for her to have ended the call the way she did. I told her not to give it any more thought and just finish doing what she needed to do to get on to work. I would take care of it.
Once she was on her way, I set about to get this issue "off my plate" as soon as possible. I had "things to do" and "places to go" and this particular set of circumstances was not part of it.
I had two options:
- With my "business hat" on, take it to the nearest packaging specialty store, provide them the details to pass on to FedEx and their driver, who stopped there as part of their normal schedule. Projected time, since it was nearby - < 15 minutes.
- With my "people hat" on and my wife's reference to "probably a nice grandma lady and that box is heavy ..." before leaving still fresh in my mind, deliver the box myself. Projected time, if there was even anyone at home - > 30 minutes.
Given my plans for the day, as well as my natural inclination, I definitely was strongly inclined to Option # 1 so I could be done with it. Certainty of delivery. In half the time ... Done! Literally at the last minute, as I was getting ready to head out the door to take care of it, I was inspired to reconsider and instead do both, if necessary. Starting with seeing if I might be fortunate enough to find someone home at the address.
Glad I did!
Upon arriving, the home gave the appearance of no one being there. Plus, it was drizzling slightly and chilly. I was again tempted to just take it to the special package center and be done with it. But ... I'd come this far, so I dutifully got out and found the awning sufficient to keep the rain off.
While a dog barked soon after pressing the doorbell, I could hear nothing else. After enough time had gone by, I was again faced with the choice of just leaving and getting on with my day, as soon as possible. Just as I was turning to go, I thought I heard a faint sound. After a few more moments, I finally heard someone at the door. And then it opened ...
Yep! My wife had "called it" as a very definite elderly lady with a walker was behind the screen door. After I explained the reason for a strange man being at her door, she slowly decided to open her screen door. Seeing she was in no shape to be handed a heavy box, I offered to set it wherever she needed it. At which point, she invited me in.
Sizing up her dog, I wasn't too keen on getting bitten, but in spite of appearances and the potential, that did not happen. I put it where she requested. We briefly discussed how a mistake like this could be made and turning to go, I simply said "God bless your morning!"
Her response warmed my heart and my reluctance about choosing this option disappeared. In its place, I left with reflections on how we can make all the plans in our life all we want to. At the end of it all, we "do not write the script" and what actually happens doesn't bear any resemblance to our carefully laid out plans ...
And there are times, like my experience this morning, when that is a good thing ...
It would be a separate post / conversation to talk further about the frustration we too often experience today being provided "service" by a call center. In another county, where the connection is poorly made ... By a person whose command of the English (or your native language, wherever you may be on this good earth ... ) language leaves a lot to be desired ...
I will focus on the "root of the problem" which, if addressed, would result in there being no need to talk to a call center.
Customer "Service" Today
My readers are familiar with my monthly highlight posts. An excerpt from them says this:
"Working with 'systems,' as well as managing the work of others, for much of my career, I have always emphasized 'people' over 'process' believing that is the right priority. From a lot of experience, I know the best systems are greatly diminished, if not 'manned' by competent, engaged people. A great team will always solve the problem of less-than-ideal systems. I have never experienced the reverse to be true ..."
Elsewhere in my post writings I have detailed how much of my career has been specifically focused on Customer Service, to one degree or another. Most recently managing a department responsible for getting +40,000 utility bills out every month, among other things. So ... I know a thing or two about systems. And the people working with them ...
The best systems in the world cannot overcome people who either cannot (they are in the wrong job ...) or will not (they don't care ...) take the time to double-check their work. Full stop. Period. Maybe I'll live to see the day when everything is so heavily automated that even FedEx deliveries are handled by robots.
Until then, it takes people who are attentive to detail. And care enough about their work to address details they know represent problems in need of attention.
This story will not be over, for me, until I have invested the time to write to FedEx, with a Tracking # (for their system requirements), and the name of a supervisor (the personnel requirements) tasked with this area of responsibility. And give them the opportunity to conduct a "post mortem" on how they managed to screw up this morning's delivery.
Hopefully, FedEx will then take the appropriate personnel (more likely) or system (less likely) or both (remote possibility) steps required to make changes for the better. To reduce, or better eliminate, the possibility of this happening to someone else.
Yes, the story for me had a happy ending. But, I count myself blessed and know this is not typically how these frustrating situations turn out.
Closing
An old saying is, "All's well that ends well." I was touched enough by this morning's experience to stop was I was working on, to write this post. But ... I still have the task of writing to FedEx, as detailed above. This experience really "blew up" my expectations for how this day was going to go, but "life happens" ...
When my wife returned home, we discussed what had happened to us. She brought up the thought this woman could have been our mother. Or ... Your mother. We just never know what a day may bring, the decisions we'll have to make, and the unexpected outcomes which might result.
A Good Samaritan story? A Pay It Forward story? A ?...? story? Our different systems of belief will have a bearing on how we might each choose to answer. For me, it is enough to say I am at peace knowing I did the right thing. I’d love to hear any feedback you may be inspired to provide.
Until "next time," all the best to you for a better tomorrow, as we all work together to build up our Steem Communities and increase the value of the Steem blockchain! 👍 😊
Respectfully,
Steemian @roleerob
Posted using SteemPeak and “immutably enshrined in the blockchain” on Monday, 20 May 2019!
