This morning I received an email from a friend. She told me that I am a “Warrior and a Worrier”. Yep. She’s right on both counts:). I am not bragging on either point. Being a worrier is NOT a good trait of mine and this has always been a battle. Do I battle it by being a warrior? Yep. Does Tanner say “yep” because I do? Yep.
I have this “passion” gene in me which I inherited from my father and when their are battles worth fighting (and I admit, occasionally battles that are not worth fighting) I cannot stop myself from the compulsion to put on my gear and head out into the sunset. I am the kind of person who thinks she can hold fear at bay if she storms it head on:). Sometimes it works for me and sometimes it doesn’t. This morning I told myself that the next time I feel compelled to go to battle with customer service people that I need to picture my Aunt Karen in my mind. She is the kindest most gentle and compassionate person on the planet. I am not kidding and ANYONE who knows her would back that statement up. It would be nearly impossible to deliver my speeches to her because I wouldn’t hurt her feelings for the world. I would be just as strong in what I said but I would deliver my message with more gentleness. I am sure I will get practice with this idea as there will certainely be a next time! Can I do it?
I called the pharmacist a second time today at 10:30 AM. She told me that the drug WAS shipped yesterday and she has the tracking number. She also told me that Chloe said she left me a voicemail message on my cell phone. She repeated the address and phone numbers back to me and all were correct. There has not been an incoming call on my cell phone since the 29th and no message was left. Big surprise.
So now I am off to call the nursing company and I am hoping they will schedule Ty for tomorrow ASSUMING we actually do get the drug today. I am hoping for the best but I will believe it when I see it. I didn’t believe that my ranting yesterday was doing a bit of good but apparently it did. The drug was shipped. I am not advocating that turning into a hot head is the appropriate method for handling these situations but I am advocating for mommies to demand that people do the right thing when kids are on the line. Maybe if more people told companies “Nope. You will be looking for a creative solution to this problem you initiated”…more companies would be compelled to empower their employees into seeking real solutions.
By the way, I know that as I write this most every other mother is cheering me on in this because we have all been there in one form or another and there is just nothing more frustrating. And thank you to Brooke and Carrie for the extra support today:) LOL!
(Note to Brooke: I can’t have it delivered to the Peds office because the Ped doesn’t want Ty in the office unless he has to be during RSV season…good thought though).
P.S.S. I thought better of it and called and got the tracking number. The synergis is in Phoenix on a truck to be delivered according to the Fed X website. That is a good sign. Good thing too because the nursing company did not want to schedule administration until it was in my hands AND our usual nurse is on vacation this weekend. Figures. People are laughing at me for my paranoid behavior but I told the nursing company “Ty must get this shot by Sunday and I am sorry that this situation has backed you in a corner for scheduling. Can I have an on call weekend number just in case you don’t call me back tomorrow and I can’t get a hold of you again? I am taking no risks at this point.” She laughed and gave it to me.
2 responses to “Down to a Low Growl”
Does the nurse who adminsters the drug come FROM the peds office? If so, she can be responsible for bringing the drug from the peds office. If not, then perhaps the company she works for can receive it? Still another idea – if the peds office is nearby perhaps a family member can pick it up (with your written permission) before administering-at-home-date hits. That would put the fight in their hands rather than yours wouldn’t it? The fewer battles you have to be responsible for the better. Don’t these people know there are enough stresses for mothers – let alone those of preemies with special needs? Sheesh! I do feel for you. Customer service in general seems to have gone downhill fast in recent years and is something our family REALLY dislikes (to say the least) and we struggle to be gracious as well. I can only imagine the fury they’d face if it came down to an issue of protecting our son! Lord give us ALL mercy for that one! 😉
I had a boss named Stephanie some years ago who was amazing! She was one tough cookie and a bit hard on us employees – but she also balanced it with kindness and genuine willingness to help. She was tough on things like professionalism, courtesy, HELPING clients and THOSE sorts of customer-service related issues. I’m SO GLAD I had a boss who taught me things like: 1. “When a customer asks you if you have time to do ‘x’ do not say no. Chances are if you re-look at things you WILL in fact be able to find a way to do it (regardless of policies – there are often ways around). The answer is yes and we will work as a team to accomplish it even if you can not personally handle it.” If we absolutely could not do it she would generally handle the situation as a manager and would work her HARDEST to come up with a solutions that DID work for the client. 2. “If a customer asks a question you do not know the answer to do not simply say ‘I DON’T KNOW’ – instead say ‘I do not have the answer but I know someone who does. I would be happy to get that information while you hold or I will call you right back if you prefer.’” 3. “Never tell the customer you are too busy – or busy at all. They do not care… and it has nothing to do with whether or not we will work hard to satisfy them.” 4. “If you say you will do something but the task is turned over to another person/department/etc. then take the time to PERSONALLY follow up to MAKE SURE it happened.” This may not be possible in EVERY situation but chances are a few minutes of time will be all it takes to make sure everyone is satisfied. If you are not the person who will be solving the problem make SURE the customer has the corrent information and means to contact the person who will. FOLLOW UP FOLLOW UP FOLLOW UP.
OK, that’s my customer service soap box for today. Let the lessons Stephanie taught me spread the globe so that each of us can offer a little better service, a little more kindness, and a little less stress to those we work with. 🙂
Glad it may have been worked out!
I spent the last year battling my insurance company, when I was added as my husband’s spouse for some reason they never actually recorded my name, so every claim was denied. I had a baby this year, so you can imagine how many bills piled up before they fixed it. Everytime I called I was told they would fix it and process my claims right away, but it actually took a full year and an investigation by the company. By then most of my bills had gone to collection and I had creditors calling me all the time. Thanksfully everything was finally paid. I just felt like screaming at them the whole time, if I am not a client why am I sending you $600 a month! I can only imagine how frustrating it is when your child’s health is at stake.
Growl away Momma!
~Jennifer