Yes, I know I promised you the next installment of really juicy customer service nightmares a few days ago. Frankly, the reason I didn't post about my escrow agency nightmare is because I still haven't woken up! Seriously. So we'll have to cover that one in a few days, when it will be resolved. *I HOPE!*
For now, let me just share a little "crappy customer service experience" I had in yesterday instead. If nothing else, the next time you are met with a prying postal worker or a snotty receptionist, you may remember you're not alone in your misery...or irritation.
Let's start with yesterday's trip to the local USPS branch. Now, this particular location has actually made it into the local paper (twice, that I'm aware of!) because people in the area are so very dissatisfied with the service they receive and the lack of response or positive changes by the postmaster of the place. Complaints range from long lines (well, it IS a post office, you gotta time visits right, but still...) to rude employees to incorrect answers to misdelivered mail; you get the general idea. Most of the time when I've made it in there I haven't had too many problems, but yesterday's trip really rubbed me wrong. You see, I was picking up a handful of certified letters regarding a personal matter. The gentleman helping me wasn't the problem.
The problem was the other fellow, who was working the station next to his. After helping his customer, he stood there observing (peering over the shoulder, basically) what his coworker was doing. After sharply telling another customer time and time again what to do with the paperwork he was filling out at the counter about six feet behind me (in a tone that made me want to throw something at him, and it wasn't even directed at me!), he made his way back to peering at my certified mail.
As "my" postal worker was tearing off the acknowledgement cards and having me sign them, and then scanning them in his computer, the other man was reading the return address. And my PO Box number. And anything else he could see. Upon seeing the agency on the return addresses of the envelopes, he remarked (for all to hear): "So, you're building a new house, eh?"
Uh, no, I'm not. And what business is it of yours anyway, bub? But I was polite, and simply said no.
To which he responded, "But XYZ Agency deals with houses. Are you sure you're not building a new one?"
Hmmm. Wouldn't I know if I were building a house? (Between you and me, I'm finishing up selling one, as you may have gathered from my comments about a totally lousy escrow experience. *grin*)
I actually kept my cool, even with the Little bouncing around and all the signing and scanning and trying to find other documents and the like, and simply said NO again.
But apparently that didn't get the point across.
Yes, he seriously pushed further. He informed me, "WELL, if you're dealing with XYZ Agency you must be building a house or doing a remodel or getting a roof or something!"
How many of you have heard the term "going postal"? I don't think it should always apply to the workers themselves. Perhaps it applies to the people who just aren't prepared to listen to prying and cajoling and nosey postal workers who don't know when to call it quits. There's friendly, and welcoming, and then there is...well, being intrusive and invasive and frankly, offensive.
Little tip to my fellow small- and home-based business owners, who are probably receiving and sending confidential information just like me: you don't have to share anything more than you want to in order to be friendly and professional. And yes, you should refrain from throwing things.
I know, it's tempting sometimes. I feel your pain.
(And yes, as you also may have guessed, I have a nice fresh snotty receptionist story for ya too. It'll give you ideas for training your own team on professional and friendly behavior. Just tell them not to pry! heehee)
Comment Preview