Author of: Better Than Good: Creating a Life You Can’t Wait to Live
I have had an unpleasant interaction with a medical supply company recently. I take full responsibility for my dissatisfaction because I assumed that I could trust this company to deliver what they said they would when they said they would.
Unfortunately, I lost my cool. this happens to me every once in a while and it is ugly. As a musician, every mistake I make is broadcast through an entire auditorium or recorded for posterity! I can’t afford the luxury of miscalculation or disengagement. I don’t have the opportunity to go back and fix a wrong note that has been thrust out into the universe!
I don’t really understand a world where you can go back and fix things.
When it comes to customer service, I can understand how difficult it is to handle someone like myself that is furious with the consequences of an employee’s oversight. All I wanted to hear them say was,
It is understandable that you are upset. Let me figure out how we can fix this issue.
I never heard these words. I don’t trust this company any more. I feel like a victim of their power over me. I don’t feel like I have a choice about where I purchase my medical supplies from and they know it.
Where does this principle of helping this company get what they want and eventually I will get what I want come in to play?
I need to give them the information they need to improve their system.