Friday, Finally

Customer service is a major component of my job, has been for years. As the company is primarily mail order, most of my contact with customers, vendors and others is via the phone. I have very few face-to-face encounters but e-mail is making some inroads. Still, the phone rules and I am on the phone much during the course of a typical week.

Years ago a customer complained to my boss of the time that I didn’t have enough “sunshine” in my voice. She acknowledged that though I wasn’t rude, mean or nasty I didn’t exude “sunny” either. He didn’t offer any suggestions as to how I could get “sunnier.”

The comment did stay with me over the years. And while I wouldn’t describe my quality as “sunny” I do approach each telephone encounter with customers, vendors and others with an air of geniality laced with knowledgeable command and professionalism.

Sometimes it is a trial and this week has been one of those weeks. My emotional tilt-o-whirl aside, the job must be done. There were moments though, that threatened to crack my steely professional resolve.

An insurance company was supposed to issue a credit for 4 months of billing errors instead they back billed us above and beyond the original error.

A business checks printer who sent the wrong checks & deposit tickets not once, but twice and then, then had temerity to charge the company for RUSH delivery. We still don’t have the correct checks.

A payables clerk from Florida called to quibble about $1.25. We billed $100.75 but the purchase order was approved for only $99.50. She went on and on about budgets and hard times and really, that day she had me at hello. Seriously. This instance was small change but it does hi-light a broader issue, the guys simply must follow the terms of the purchase orders. Most school districts will not pay beyond the orders terms. The budgets are just too tight. But, that’s another story for some other time.

It is Friday. Friday means that the mail is lighter and the phones are quieter. And as this Friday is nearly over as far as work is concerned I can look ahead to being home with my feet up, resting my aching back, nursing a tall tepid one (I don’t go “cold” usually), with candles flickering and soft music playing. The ills of this week will eek out of my fingers and toes and I will begin to feel, well, probably…sunny, despite the cold dreariness of this particular Friday.

Saturday promises sun and warmth in abundance and Sunday I get to hang out with both son and daughter and this just in...maybe the girlfriend and of course, Babeball. Any and all doing their part to get me ready for another busy business week.