1. You cannot imagine how long it takes to prepare a post on WordPress when the internet connection is going out repeatedly, requiring a trip down a flight of stairs, re-booting the modem, scanning for a channel back up the stairs in my office, and furiously searching, reading and linking until Verizon kicks out again after three to ten minutes.
Since none of my 40 phone calls to the Verizon tech who promised that the three-months’ long problem was fixed and that he would sprint like a bunny back to our home to trouble shoot if the malady returned had received the courtesy of a response, I snapped, and got into my car to visit a Verizon wireless store about five minutes away that I didn’t know existed. For some reason the world, though sun-lit, was bathed in a weird light, and my neighbors were lying on the ground wearing what looked like 3-D glasses, but never mind: I had someone to yell at.
There were two young men about the age of my son manning the store, and I told one of them, through gritted teeth, the whole infuriating saga of how much Verizon DSL sucks and what useless customer service his employer provides, rendering both my business and my communications chaotic and unbearable. I didn’t expect anything, really. I just wanted to give hell to someone face to face.
To my shock and amazement, the young man actually did something. He got on the phone—I told him that I took sadistic pleasure in watching Verizon personnel go through the infuriating phone tree, get put on hold, get disconnected, end up in the wrong department, for all of this happened to him as I watched and listened—but he finally reached a supervisor, and told him that the story he had just heard from the gentleman in his office made him ashamed to work for Verizon, and he wanted to know how my problems could be addressed immediately. Yes, he knew that I had a tech visit already scheduled, “but since the same tech has been out there three times, each time assuring him that the problem was successfully addressed, why would he trust us to fix the problem now?”
“If I were him, I would have dumped Verizon and found another provider.”
After about 45 minutes, here was what he accomplished. He got them to agree to send a different and higher level tech this time. He set in motion the process of getting me fee rebates for the three months of intermittent service. And he gave me his card, with instructions to call him immediately if the problem wasn’t fixed. “If I have to, I’ll come to your house and personally see that you have functioning internet service from a new provider,” he said. “one way or the other, I will fix this problem.”
Now THAT’S customer service.
2. From President Trump’s speech yesterday:
The men and women of our military operate as one team, with one shared mission and one shared sense of purpose. They transcend every line of race, ethnicity, creed and color to serve together and sacrifice together in absolutely perfect cohesion. That is because all service members are brothers and sisters. They’re all part of the same family. It’s called the American family. They take the same oath, fight for the same flag and live according to the same law. They’re bound together by common purpose, mutual trust and selfless devotion to our nation and to each other.
The soldier understands what we as a nation too often forget, that a wound inflicted upon a single member of our community is a wound inflicted upon us all. When one part of America hurts, we all hurt. And when one citizen suffers an injustice, we all suffer together. Loyalty to our nation demands loyalty to one another. Love for America requires love for all of its people.
When we open our hearts to patriotism, there is no room for prejudice, no place for bigotry and no tolerance for hate. The young men and women we send to fight our wars abroad deserve to return to a country that is not at war with itself at home. We cannot remain a force for peace in the world if we are not at peace with each other.
As we send our bravest to defeat our enemies overseas — and we will always win — let us find the courage to heal our divisions within. Let us make a simple promise to the men and women we ask to fight in our name, that when they return home from battle, they will find a country that has renewed the sacred bonds of love and loyalty that unite us together as one.
But as my Trump-deranged Facebook friends say, we know he doesn’t believe any of this. We know in his heart that he’s a racist Nazi. Besides, they don’t want to heal those divisions. They want to exploit them, and why would they want to be undivided from deplorable citizens they hate anyway? Continue reading →