On History...

I find that I do not take the time too often anymore, to read something just for the enjoyment of reading.  I have found that I have been reading only for information…

A couple of weeks ago, I brought my 7-year-old to the local bookstore.  I wanted her to find something to read that would keep her interest in learning at its peak.  While I was there with her, I realized I needed to do the same.  So I started browsing…

I came across a book that piqued my interest… “My Life in the Maine Woods” by Annette Jackson. 

This book was written by a woman, not unlike myself, who was born in Massachusetts, then ended up living in Northern Maine.  She had a real love for the woods... again - like me… I wanted to read what she had to say, I wanted to try to “see” where she had been, what she had experienced.

It only took me a couple of days to read through her life “in the Maine woods”.  I really enjoyed reading about another woman’s experiences, and her love for nature, for fishing, walking, seeing, loving, the woods up here in Northern Maine.

I realized something else when I read this.  Too often we are seeking information today that is fresh and new, we forget that there is a history for everything… a time of learning, of discovery.

I believe there is as much to be learned from yesterday as there is from today… whether that is poring over old text books or blogs, don’t just settle for today’s information when it comes to learning about anything… go back in time and discover the processes of learning… the thoughts of ‘that’ day… you may be surprised at how much is the same, how much is different, something may spark a new thought for you today…

James Bach's blog goes back to 2003... Michael Bolton's to 2004...

These are a couple of my favorites, but, whoever you read, whatever site you look to for information, don't just rely on today's information... take a look back in time and see what you might be able to learn from "a-ways back"... you might be surprised...

I came out with a couple of good, simple recipes… along with some lovely stories… from my trek back in time with Annette… recorded history is a great place to sit and think… a great place to learn...

Dear Time Warner...

I just spent over an hour trying to reach you on my cordless phone, while the battery was beeping that it was low (my teenage daughter doesn’t believe in putting the phone back in the cradle when she uses the phone).  Most of the times when I called, I received a message - a recorded message that said - “We’re sorry all circuits are busy now, would you please try your call again later.”

When I finally did get through to your lines, your second recording, when I selected tech support help for my Internet, you hung up on me….

I realize you are a big corporate super star in the Internet World, but you have a long way to go in Customer Service.  I have some suggestions for you…

1.       If there is an outage that affects a large area, instead of the “we’re sorry…” message, how about just a message that says, “we are currently experiencing outages “here”, we apologize for the inconvenience and are working as hard as we can to rectify the situation”

2.       Hire some software testers for your phone system… there is a reason I got through to a certain point and was then “hung up on”.   There is evidently a certain threshold of calls that your system has where it begins to not be able to handle it, this should be handled more gracefully

3.       Remember that the customers pay YOUR bills, not just their own... without us, you cease to exist... eventually...

Been over an hour now… the phone just keeps ringing, I have decided when I get to the menu again, I am going to push the number that says I want to order more service from you… I bet you answer that one because it could mean more money for you…

Let’s see if you answer… nope… “Our offices are currently closed…”, then you hang up with no way for me to go back to the previous options…  Sounds like another bug in your phone system… I should have a way to get back to the main menu - if the only other alternative is you hanging up on me…

Notice how I equate the word “you” to an organization and all its associated “pieces” - ranging from the software on your phones to the hang ups I experience?  I believe that is because we made an agreement… service for money… that is a very “human” thing.  Folks don’t part with money without expecting something in return for it… unless, of course, they are at the end of a revolver… then again; it could be their life in exchange for it…

I strongly suggest you, as in those who run your company, begin to do some research involving how you treat your customers… maybe start by actually asking the customers what you can do to improve their experience and your service…

Note:  I wrote this close to a week ago... but wanted to make sure I was not just plain angry before I posted it.  I realized I am not just angry, but confused... why is it that companies try so hard to solicit customers, then... when they reach the pinnacle of success... they forget about the people behind the numbers they have acquired?  Customers are people.  They have faces.  They are more than just money-makers for organizations... they are the blood flow of it.  In this day-and-age, it seems that a "thank you for doing business with us" is nearly non-existent.  I don't think this is okay.  I don't think this is reasonable.  I think organizations need to recall the relationships that they forge between themselves and customers.  They need to remember their roots...

Second Note:  There had been an outage... it seems it may have even been state-wide... imagine the amount of calls and annoyances that could have been avoided... if the original phone message said something different...