Press One For English
Operator #1: It's kind of a problem when you call a city agency and the person there isn't versed enough in English to understand what you're reporting.
On Friday, I gave a detailed and somewhat lengthy report on a traffic hazard in my neighborhood and then, when I was done and ready to get my confirmation number (to refer to on future calls), the lady on the other end asked me if I was reporting illegal dumping. Grrr!
Operator #2: On the other hand, there was Gina -- and here's the e-mail I sent about her to the City of L.A. Bureau of Street Services. Took me a minute or two to write, that's all, and my thinking is, if you complain when things are sucky, you need to compliment when things are good, which I did:
SUBJECT: compliment about operator at Street Use Inspectors number (Gina)I've spoken twice today to a woman named Gina at Street Use Inspectors - 213-847-6000 -- and she is super pleasant and energetic, really sharp, "gets it," and is great at her job.
I too often talk to people working for the city who are the opposite...I thought somebody should know about Gina. When I complimented her on being so helpful and professional, she said, "There are some of us here who love our jobs."
Wow. Please hire more like her.
Best, Amy Alkon
1
The Former Banker at July 31, 2010 12:04 AM
I complimented a phone worker at the City of Los Angeles on her proficiency yesterday.
No, really! The City of Los Angeles in California!
Crid [CridComment at gmail] at July 31, 2010 12:09 AM
Hey, I hadn't read your whole blog item. I wonder if it was the same woman.
Crid [CridComment at gmail] at July 31, 2010 12:10 AM
Well, thanks to you, Gina is out of a job, because the other union workers know she is making them look bad. Ha-ha.
In all seriousness, you did the right thing. Hopefully, she gets promoted.
mpetrie98 at July 31, 2010 2:36 AM
I had to call the Orange County Sheriff's levy officer the other day and got a woman who I could barely understand, her English (if you can call it that) was deplorable. My 2 year old grandson has better language skills. It was incredibly frustrating trying to get the information I was calling about. I run into the same problem when I call court clerks as well. I just can't figure out how someone who doesn't have a basic grasp of the English language can hold a government job. And then they have the nerve to get testy because I have to ask them to repeat themselves.
On the other hand, occasionally I come across an outstanding clerk who not only knows the language but also knows her job and can answer my question clearly and concisely and then I keep that clerk's number handy.
sara at July 31, 2010 8:16 AM
I bought my first Apple (a refurbished MacBook Pro) about 2 years ago. I'm nearly as attached to it as I imagine Amy is to Lucy... or Gregg. Every time I've called Applecare, I've dealt with a North American who was pleasant, polite, knowledgeable and sounded like they really loved their job. I really had no idea how deeply Apple's excellence runs.
Technical point: my Time Machine software stopped working and, after a reasonable attempt to fix it, the Apple rep declared it unfixable. I had very foolishly deleted a large amount of (nonessential but sentimental) data from my hard drive, thinking I could port it back from a backup at any time. The only way I'll ever see those files again is if a forensic lab can extract them ($$$ to $$$$). I'm curious whether Apple takes such "failures" and uses them to improve their product. However, my experience with Apple has been so warm and fuzzy that I didn't have any desire to get medieval on the people who let my data die.
DaveG at July 31, 2010 2:52 PM
Amy Alkon
http://www.advicegoddess.com/archives/2010/07/31/press_one_for_e.html#comment-1738648">comment from DaveGI have had the same experience over and over and over again with Apple. Had a Mac since 1985, when I got one on the student discount at the University of Michigan.
Amy Alkon at July 31, 2010 3:22 PM
Another extraordinary person -- the guy who does publicity for my publisher in Canada -- just inspired me to write a letter to the president of the company.
The back story: I pitched myself to a syndicated radio show with 11 stations across the US and Canada, and they want me on on Wednesday. Yay!
The show is based in Canada, so I forwarded the e-mail I got this morning to the Canadian publicist, fully expecting him to send a book out on Monday. Nope. He either is so there for his authors that he keeps a stash at home (and my book was published in November, and he has a lot he promotes!) or he went into the office or was already there, and took it out to a Fedex dropoff. Wow.
As I wrote to the company president, if there were more book company publicists like him, there'd be fewer starving authors and struggling publishing companies!
Anyway, it takes just a few minutes to write a letter, but I think it's really important to recognize the people who go above and beyond and who do their jobs with a lot of integrity. Especially if you can be a complainer when things are stupid or bad.
Amy Alkon at July 31, 2010 4:25 PM
So, did you pitch yourself to an established show and got an interview on wendsday, or are you starting a show of your own wendsday?
lujlp at July 31, 2010 9:53 PM
Amy Alkon
http://www.advicegoddess.com/archives/2010/07/31/press_one_for_e.html#comment-1738754">comment from lujlpPitched myself to an established show...more details on Tuesday, with times, etc. I'm also repitching myself to TV. It's ridiculous that you can't get on TV these days unless you have adulterous sex with a celebrity. I wrote a book on rudeness, not the Mayans. It hits a nerve. I'm determined to get on!
Amy Alkon at August 1, 2010 1:20 AM
Maybe all -around service from tech support sites would improve (at a glacial rate) if everyone followed up with compliments on good service. It's so easy for so many, to bitch and verbally castrate about poor service.
I was having trouble resolving a pre pay cell payment method. I finally found a # where I could talk to a real person.
She was so patient, intelligent, patient, pleasant, and patient. She went above and beyond to fix the problem, plus another one, that she could have blown off.
I told her how helpful and SMART she was, and how unusual, and asked to speak to her manager too.
She said she wanted to be a history teacher and I know she'll do it.
I know when I once worked in a store, compliments made me want to do even better, and the cycle kept going. It's not that hard to be pleasant. I guess it's harder to be smart.
saiorse at August 1, 2010 5:00 AM
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