Tag Archives: customer service

Opening Doors

It isn’t the same and I won’t pretend it is.  But last year has been on my mind, a lot lately.  Maybe it is because hurricane season is gearing up, but I’ve also heard some snarky comments like “if you think these families ought to be together, then why don’t you open your home.”  Little do they know that our home is always open to people who need a place to stay.

When Hurricane Harvey hit Houston last year, it was easy to post on Facebook that anyone who might be evacuating could come to our home and stay.  I knew no one would come.  No one did.  Then came Irma and I knew I had to do something.  This could be bad but did I really want a bunch of strangers in our home?  I emailed my cousins first and they were all fine.

We started hearing how there were no hotels in Georgia.  This was not going to be good.

So up went the Facebook post.

Now let me add an important part of this story.  Bob and I were leaving on Thursday for  Maine for a weekend writing workshop.  We were spending the weekend with some of my favorite people and that meant my daughter was going to be in charge.  Totally in charge of everything.  I left her a credit card.

Our first guest came on Wednesday.  He is an attorney in Ohio and his wife is a dear friend of mine.  They have a home in Florida and he had to get home.  There were no flights and there were no hotels.  He arrived late Wednesday night, we ordered a pizza for him, and we sat up late getting to know our new friend.

We left on Thursday and on Friday I got a Facebook message from someone asking whether we still had room.  I said yes and gave him Jodi’s phone number.  In hindsight, I can see how people would question my sanity.  I had no idea who these  people were.  We had no mutual friends and we have still not figured out how they got my contact information.  They had two elderly cats, and his son had been killed in Afghanistan.  His son’s birthday would have been on Sunday.  They had been to one hotel on the way up but it had bedbugs, so they had spent the night in their car.  Then they found us, through someone who knew someone who knew someone…

I got a message from Afghanistan on Saturday of the writing workshop.  “Do you still have room? My friend’s sister and her family needs to evacuate.”  I called him and told him yes, we would make room, and I called his friend and gave him Jodi’s information.  She took it from there and I went back to my writing workshop.  They arrived a few hours later, the husband and wife, their son, their son’s friend from college, and two small dogs.

My daughter texted me later and said that her friend from South Georgia needed to come, also, with her two children.  That whole friendship deserves its own blog post and I’ll just leave it at that.  We ended up with 15 people in our home, from three continents.

We took a chance and opened our doors.  We’d do it again.

Winning the Lottery

I won the lottery this week. Not the Georgia Lottery, but one even better than that.  I’d have to play the lottery to actually win, and I can’t really see the value in that.

This week, I got to spend time with my mom, I introduced one of our grandsons to one of our favorite books, I had a picnic with a new friend, I started physical therapy for my knee, I went on a walk with another new friend (or I tried), I saw a movie with Michael, AND I made another new friend.  The icing on the cake was finding out I could go to college in Georgia for free.  Age does have its privileges.  Can you imagine a better week?

Let’s start at the beginning.  My mom is always fun and anyone who knows us knows we love road trips.  We just came back from a successful road trip with Sloan, another grandson, and he liked our habit of listening to audiobooks on the road. With Jacob, a somewhat reluctant reader, we chose “Skink, No Surrender,” by Carl Hiassen.  Carl Hiassen is one of our favorite authors and even his books for young readers keep us entertained.  Jacob laughed the entire trip and even asked to turn on the phone when we got inside. He couldn’t get enough!

We got home Tuesday evening and on Wednesday morning I had an appointment.  This was where I met my new friend, Mike, in the most unlikely place. We had already talked on the phone and I knew he was very helpful, but when we met in person we clicked.  You can never have too many friends.  He’s a smart guy, a social worker, and I’m adding him to our Boxing Day party list.  Not just everyone goes on that list!  Thank you, Mike.  I never expected to find a new friend that day, especially when the next lady who came in acted like I was some kind of nut case.

This was a very quick trip and I’m on a diet so I got three barbecue sandwiches that I intended to ration carefully.  I ate one for supper on Tuesday and I knew both needed to be eaten on Wednesday, but there was no way.  When my friend Lawrence said the magic words, I suggested a picnic on Wednesday.  The weather was perfect and we ate under a big tree at Wesleyan College.  The company was outstanding, even though we were both eaten up by ants and I’m still itching.  If you know me very well, you know I don’t share my barbecue sandwiches with just anyone, so you know Lawrence must be a very special friend.

Paige Parker is the best physical therapist in the world.  If anyone can help my knee, Paige can.  She worked miracles with my shoulder.  I’m highly motivated, but she pushes.  I’m optimistic.  Getting an appointment brightened my mood.

The best laid plans don’t always work out, and the rain prevented my walk with Hal.   I have so much respect for Hal Brickle and his work with the weekend lunch and I couldn’t wait to walk with him, so off we went. We got to the stop sign, and down came the rain.  I hobbled back to the car and he ran a little faster.  J

As I said, the icing on the cake was finding out I can go to college for free at state schools in Georgia. I’m particularly interested in the history program at Middle Georgia College, perhaps the music program there, the theatre program at Georgia College in Milledgeville, or if I’m really serious about studying, economics at Georgia State University.  For $49 per course, I can even go to Emory University.  I could get a BSN at Middle Georgia College, but I think I’m over that.  I think I want to do something FUN!  I may be the only person, though, who thinks public policy and economics sounds like fun.

First, though, let’s get some money coming in on a more regular basis. But this has certainly been a fun week.

The Saga of the Sink, or Why I Believe in Design

Anyone who knows me well knows I have a low threshold for certain normal things.  I can handle a jet or a DC-3 losing an engine, but household things confound me.  What to wear is a huge decision.  I’m not good at it. I am easily overwhelmed by choices and decisions that a normal person might easily make, or even enjoy making.  I enjoyed these decisions when we built our last home, but we’ve moved to Macon and life has changed. I know my limits.

It was a leak in the kitchen faucets and mold that sent me over the edge.  I was calm at first, as we cleaned everything out of the cabinet.  I thought this was a repeat of our last leak, which was covered by our insurance, so I called that contractor.  The guy came out, removed the kick plate under the cabinet, and our sink fell down.  The contractor immediately denied responsibility and said this was a different leak.  I didn’t feel like fighting but when the sink crashed down, I lost it.

My husband is the kindest, most patient person in the world.  He took charge.  When we got to Lowe’s to find a replacement sink and faucet, there were too many choices. My eyes glazed over and Bob sensed a meltdown in my future. “You know, we should just call Bonnie.  She’ll know what to do.”  I married better than I deserve.

Bonnie Dowling is my friend.  We met at church and I trust her.  She has transformed our home and has saved us money.  She’s saved me time and my sanity.  She is a stunning individual, beautiful inside and out.  She’s smart and she’s talented, and she is always color coordinated.  I wish I had that talent. I trust her.

I believe in interior design.  I’ve tried doing things on my own, but Bob repainted the master bath three times in three years.  That’s pushing the limits of a very good and patient husband.  Bonnie helped me narrow down the color choices from the 4 million paint colors out there (and the crazy names!) to three.  I didn’t want to live in a box of crayons, though I love color.  Bob was happy to paint once more, but he drew the line at repainting every year.

Bonnie took charge and I could relax.

It hasn’t been easy.  Who knew there were so many different kinds of sinks?  One bowl, two bowls, lower center division so you can wash large pans?  Then you get into how many holes do you want for faucets and dispensers.  One?  Two?  Three?  And what do you want the holes for?  Soap?  Hot water?  Two controls for water, or one?  Do you want a sprayer?  If you want a sprayer, do you want it separate or part of the faucet?  Bonnie is a superhero.  Who knew there were all of these options and decisions?

Our home was built in 1996 and our sink is larger than normal, and we couldn’t have gotten one from Lowe’s anyway. No one sells a sink that fits the hole in the countertop.  A new sink with countertop modifications would have set off my husband’s defibrillator.  The best option was to use the old sink with its three holes and replace the faucet and sprayer.

Bonnie’s strategy was brilliant.  She sent me no more than five choices for anything.  This was more manageable than the 10,478 on build.com.  I chose one and then we had to figure out what to do with the rest of the holes in the sink.  That was relatively easy.  A hot water dispenser and a soap dispenser will fill in these other holes.  A piece of cake.

Compared to the sink, the cabinets were easy even though the cabinets themselves had been discontinued.  Bonnie had a super cabinet maker who was able to replicate everything.  No problem.  He could also remove our trash compactor and  give us additional cabinet space.

We received Bonnie’s bill for January today, and it took her only 5.5 hours to do what it would have taken me weeks to do.  She’s a pro.  She’s allowed me to focus on what I do best, growing my business and loving my family.  It has been stress-free.

I believe in design.  This isn’t a paid announcement or commercial of any kind, but just an affirmation following a bad experience fixed by a good designer.  It is an affirmation of friendship and respect for someone who knows what she is doing.  It is a statement of respect for a profession whose members provide a great benefit to their customers.  As I have told my children many times, just because you can doesn’t mean you should.  A good designer can save time and money.

Disaster averted.

 

 

Detesting Dulles Airport

Let me begin by saying my favorite approach is the river visual into Reagan airport, to runway 19 .  From the cockpit, flying down the Potomac with monuments on either side is nothing short of exhilarating. As a passenger, I don’t get the same view, but I do enjoy the views of the city. Given the choice, I will choose to fly into DCA over IAD, any day of the week.
I just finished a very productive trip to the DC area and I was elected Treasurer of The Equality Foundation, a nonprofit whose mission is to decrease the digital divide in Nepal and also improve the education opportunities in this beautiful and fascinating country. While on this trip, I was also able to spend time with two of my former students. It was a productive and rewarding trip.
I flew home from Washington Dulles at 0600. The bag-drop line was long but not unbearable, as some people did not know to use the kiosk to get their boarding pass. It wasn’t awful, though, but it was a precursor to the extremely long security line. There were only three scanners available and the TSA agent who checked me was a little too vigorous and overly intrusive in her pat-down.  I”m not even sure why I needed a pat-down since I was wearing the same clothes I had worn on the flight up.  I’m all for security but I’ve had mammograms with less touching.
I made it to the gate and encountered one of the most unpleasant gate agents in my 50+ years of flying on commercial airliners. This man either woke up on the wrong side of the bed or is just a really unhappy person. Rarely have I encountered a gate agent who is just rude to everyone. I generally try to avoid the gate agents, because I know they are busy and they deal with a lot of people, and I don’t want to create any additional stress. This guy seemed to go out of his way to be hateful and even chased a lady who did not say thank you, screaming, “You’re WELCOME!”  From his actions, she clearly wasn’t.
On the flip side was our pilot. He was Captain Personality!  He walked through the cabin, smiling, shaking hands, and speaking to each passenger prior to takeoff. He actually made a second trip back and told me he wished he had been able to fly with my husband prior to his retirement from Delta. Nice. Yes. My husband is the nicest guy in the world and he loved every minute of his Delta Air Lines career. Our captain’s uniform was clean and pressed and he exuded professionalism.  I love to see people smiling and loving their jobs.
Customer service is important and it is the responsibility of everyone in the organization. Employees may not realize that what they say and do reflects on the organization as a whole.  This wonderful captain’s commitment to excellence was very powerful and outweighed the unpleasantness of the gate agent. Hopefully someone at Delta will give the gate agent some additional customer service training and will help him see his job in a different light.