Reman U
- Author: Sari Rivera
- Subject Matter: Problems? You have choices
You bought a new pair of pants. It’s that special day and whoops! You gained five pounds–and they don’t fit anymore.
You bought a new fridge and by golly, it’s a ½ inch too big.
You bought a transmission – and the install didn’t go as planned.
Forrest Gump said it best: “S%!t happens.” It happens to all of us.
When it happens to me, sometimes I am just as guilty as the next person. I find someone to blame. It wasn’t my fault that the boss brought in bagels. The measuring tape must have been off.
After spewing some sailor words or smashing something semi-valuable, I pick up the phone or head to my keyboard to find a solution.
It is very hard to swallow when you spend X number of dollars on anything and get it home to find out that for some reason, it failed to meet or exceed your expectations. You wonder, “What did I do wrong? What could I have done differently? What am I missing? Who am I angry with?” If you’re anything like me, there could even be one more question: “Who can I can holler at?”
Sometimes, bad things happen. Anyone who has not lived in a climate-controlled bubble knows this. Your reaction to an unfortunate series of events is what changes the entire experience.
Having spent the past two years on the other end of the phone, I can almost guarantee you that the person you are calling for help actually wants to help. You are not just another call, another customer, another problem. You are someone that has invested in a product, in a company. You are someone seeking a resolution.
Whether you’re the giver of help or the receiver, screaming, yelling, insults and profanity won’t get anyone anywhere.
Here are my rules for surviving when stuff happens:
- Play nice.
- Treat others how you would like to be treated.
- Tell the truth.
- Be open to suggestion.
- Help me help you.
I expect anyone who has ever been on the other side of the counter, phone, or desk to be nodding along with me right now. The point is to take a step back and look at the whole picture. Ask yourself:
- How much can my response change the whole experience?
- What is out of my control?
- What can we do together to make everyone feel whole?
When there is a problem, you have choices. Take a time out when you need it, collect yourself, and put yourself in a solution-seeking mindset. When you’re on the fixing end, there is truly nothing more satisfying than a genuine “thank you” or the feeling you get when you have solved a mystery.
Sari Rivera, aka the Siren of Support, is product support manager at ETE Reman.
