Customer (UN)satisfaction

I love getting those surveys that talk about customer satisfaction and I stay up way too late to make sure and fill them out because I should be sleeping, but someone has to.  It's my duty, isn't it?  Well it should be someones!

My parents have often told me I'd be a great secret shopper or critic- not because I'm mean but because I have a sense of what should be, what works and what doesn't, and in the food arena, I just love good food, but that's another blog entirely that I will never get to write (never say never-another thing my mother says).

The other day, I ordered some last minute outfits for my two youngest girls for their first day of school. I am not an "in-the-store" shopper when it comes to my kids if it can be avoided (for me it's an entirely different story).  If it's a special occasion for my kids, it's a blast.  If it's for massive amounts of school clothes with a markdown, FOR-GET-IT (can I hyphenate that?)!  Especially here in Utah where everyone has multiple children (exaggeration but it feels that way) and people are willing to fight over a Gymboree sale (or any sale and it can get UGLY)...I'd rather shop online (or out of state). My older two were taken care of, but my littles had still not picked out their first day of school outfits and time was running out.  I knew I'd have to pay overnight shipping at this point but I knew I could get it done.  I placed my order (just under the gun) and relaxed as I felt with confidence that my order would arrive the day before school (arrive on Monday, school started Tuesday, placed the order on the previous Friday incidentally at 9:46amMT-important deets for later).

Monday came, as did many, many, many packages, school supplies flew through the air, boxes were everywhere, clothes were tried on, Cayden's shirts (purchased at www.roadkilltshirts.com which I'm not recommending necessarily because some of their shirts are vulgar and I had to get to the actual pages of the shirts I liked before C could even see the them however they are REALLY FUNNY...breathe) were laughed out loud at, not one but two back to school nights were attended but still no package.  My FEDEX man was outraged (well maybe not but having been to my house he knew I was but still loves me) and the day had passed with no first day of school outfits for two cute little girls.  Now, were they any less cute on the first day of school?  Of course not!  But, were they a bit deflated?  Yes.  They handle disappointment well.  I am, after all, their mother.

I called Gymboree the next morning after I took their pictures and send all my babies to High School (had him when I was 12), Jr High, and elementary school.  I was thrilled to get someone on the other end who obviously was (not) well versed in Gymboree's shipping policies; which are as follows:

All orders received prior to 12 p.m. (noon) ET, Monday through Friday, are processed the same day upon credit card validation, and delivered via Fed Ex the following business day before 3:00 p.m. Business days are Monday through Friday, excluding Holidays. Orders placed after 12 p.m. (noon) ET on Fridays will ship out on Monday, pending credit card validation (unless Monday is a Holiday). Next Business Day Delivery is limited in select areas. For details on service locations, visit FedEx.com. Next Business Day Delivery is not available for shipments to P.O. Boxes, AK, HI, APO/FPO addresses or U.S. Territories.

The part she kept repeating was, "Orders placed after 12pm (noon) ET on Fridays will ship out on Monday, pending credit card validation (unless Monday is a Holiday)."  She was explaining that they used Friday as a processing day in my case and that they were well within their rights since I placed my order ON A FRIDAY.  I kindly (as kindly as I could muster) asked to speak to a supervisor several times which she denied me the opportunity of doing.  She said their policy stated that orders placed Monday through Thursday before Noon ET would go out that day....but Friday didn't count.  I wondered why.  She placed me on hold several times.  Finally after a 20 minute conversation and holds with this representative and her apparent frustration with me (and mine with her), she came back on the line and said, "we are going to refund your next day shipping as a courtesy because you're so upset."  I said, "wait...I don't want it refunded if I made a mistake, but as far as I can tell, 9:46amMT is 11:46amET, and I got the confirmation email and my card had already been debited, so obviously it wasn't a card issue...but if I'm wrong, I don't want you to refund my shipping.  I only want it refunded if there has been a mistake, which you keep saying there has not been.  You have spent the last 20 minutes telling me there has not been."  

She simply told me the refund would appear on my card within the next 30-60 days (thanks) and I was (emptily) told to have a nice day.  BTW- true to my Pink Teapot self, no yelling or rude behavior took place, I just wanted to understand why my package wasn't shipped and why they refused, absolutely refused to take responsibility or even apologize for the inconvenience.  (Are you guys still with me?)

So, at the risk of making this a REALLY long post (and yes, I know I'm breaking my own rules by using all caps, but rules are made to be broken today).  

I bought a brand new iPhone two months ago and along with it I bought the cutest C.Wonder case for like 35.00 at the Apple store.  I have taken the case off 3 times exactly at the behest of Apple customer service to see if it improved my microphone (peeps keep saying they can't hear me very well).  I went to put it back on today and it is broken in two places.  I called C. Wonder and not only did the rep cut me off (C. Wonder, not Apple), she told me that it wasn't her problem, it was Apple's because that's where I bought it.  She said (in a condescending tone like when you're speaking to a stupid person), "You know how when you buy something and it's defective?  You always take it back to the store...you never contact the manufacturer."  Oh really? Now I know that's true sometimes, but not always and InCase (another brand of cases for iPhones sold at the Apple store) has replaced Cord's cases several times even after like 2 years.  They back up their product- That's a company!  I contact manufacturers all the time.  Samsung, Apple, Michael Kors,Vitamix (I'm looking around but you get the idea).  It's the manufacturer's responsibility to make sure their product isn't defective and I've had the case for less than two months and it's clearly defective!  I was thrilled with the level of devotion from her. 

This all comes back to manners people.  They are not being taught in the home and so why would people use them in their workplace when they are not being used at home.  Why would one respect another in the workplace when they don't do it in the home?  Fundamental principles.  I don't care what kind of family unit you have, these things are not passé, they are not outdated, they are crucial.  We say to our son all the time that we are teaching him what respect is and that he can figure out what respect means to him when he leaves our home, but that when he doesn't have the respect to call us when he's late for curfew causing our worry, there are consequences.  That can change when he may have no one to answer to, although his boss may feel the same way as we do.  It's so basic and yet it takes far more work and follow through than just letting people do whatever they want.  

We are seeing the affects of a generation that has been allowed to do what they want (a general statement, of course there are so many wonderful people out there, but this is becoming or has become an epidemic).

The message gets lost in the text...

I have posted almost 200 times and still have so much to learn.  It seems the more I learn, the less I know.  I had an interesting experience that I will vaguely share with you in hopes of saving you what my humanity cost me.

I texted someone in hopes of opening a dialogue.  It was a more serious text (faux pas #1- It should have been a phone call).  When I received a text back that was less than cordial, I responded with what I thought was a rational, non emotional text (faux pas #2- should have called or shouldn't have responded at all).  The final blow came when the incoming message was a personal (and professional) attack having little to do with my original message and quite frankly was very rude.  THEN I tried to call?!  Didn't work.  Too little. too late.  

I say over and over that I am not an etiquette or manners expert.  What is an expert?  The dictionary defines an expert as: a person who has a comprehensive and authoritative knowledge of or skill in a particular area.   Well okay.  I have comprehensive knowledge in the particular area of etiquette and manners.  However, I am flawed, make mistakes and faux paus like everyone else;  except it seems I am judged more harshly because I am an "etiquette expert" or "etiquette blogger."  Does this make me perfect?

My conundrum is that although I made a poor choice (or three), I am still a human being.  We all are.  Human beings need to communicate with their voices using tone and inflection.  This is very difficult to do via text or email.  Never end anything or say anything important via written communication.  We do not live in the 1800's when this was the only form of communication available and interpretation was up to the reader.  We have beautiful technology that allows us to communicate with our actual voices!

I had an experience once where someone basically told me off via text (I guess this one makes 2) and it's gut wrenching to feel that this person cannot even speak to you on the phone and communicate.  Try to never perpetuate the "textversation"(oooh- I think I'm coining that).  If it seems that a written communication is getting heated, pick up the phone and call, or better yet, start out with a phone call.  

  I don't love everybody and not everybody loves me.  I am okay with that.  I haven't always been okay with that.  I am glad I am now.  I would feel badly however if others couldn't learn from my fortunes and mishaps.  

I'm grateful I'm flawed and mess up (and try to be real about it).  I'm grateful I have the opportunity to improve.  I'm grateful most of all to those of you who know my heart and would understand exactly what I meant through a text.  Those people are priceless to me.  Thank you for loving me unconditionally.  Conditional love is just a waste of time.

Think before you hit send.

Gift Giving Guidelines

As the holidays are already upon us, I thought I would share my latest segment from Studio 5.  I tried to come up with some simple solutions to gift-giving dilemmas which are particularly pertinent this time of year.  

Here is the link to my video...I hope you enjoy!

Most likely this will be my last post until after the holidays, so have a wonderful time being with loved ones and cherish the time you have together.

Much love

&

My two cents

Cell phone manners

I wasn't aware (shamefully) that July among other things, is National Cell Phone Courtesy month.  Who knew?  KSL did their homework and was aware of this and asked me to pop on to their morning show to talk about using our manners with cell phone in hand (or sometimes not in hand).

Here is the link to the video interview which is a lot simpler sometimes than reading my lengthy posts.  I tend to impart a lot of information when I get excited about topics and TV is a good way for me to trim down the 'fat' if you will.

I hope you enjoy and I am enjoying the Summer with my family and seem to always be a little more inconsistent than usual in posting during the Summer months.  Forgive me, follow me on Twitter (140 characters is a good way for me to get the point across quickly), and Like my Facebook page (I update that often as well).  I love the blog and the soap box format it gives me to express my opinions, but with the segment on Studio 5 (a lot of links huh today huh), Facebook, Twitter, and last but certainly not least- my cute family; I get inundated with technology and sometimes have to take a break.

Here's to hoping you enjoy your Summer as well.  Off I go to lounge by the pool and pretend that my laundry doesn't need to be done!

P.S.  thought this pic was hilarious!!  Don't we all wish that some people would get into their own private "cell phone booth" once in a while?  TMI!

My two cents

The new world

I have been reading blogs and articles about manners and etiquette (which are not the same thing: manners being a way we act in order to help those around us feel more comfortable and etiquette being a specific code of conduct that may change over time but that is more specific and formal i.e. how to greet the queen, etc).  It's been fascinating to glean different points of view on the subject and I came across an article that originated from a radio show produced in San Fran.  I found it particularly refreshing and pertinent in our society as well as easy to put into practice.  It's an easy read.

Perhaps the rules of etiquette will and do change as time goes on and society adapts, but having good manners and helping those around us feel comfortable doesn't.  Having grace is always in style.

My two cents.

Higher education

I feel that in my position as a full time mom-chauffeur-chef-maid-nurse-farmer-psychologist-lover-blogger-business partner-sister-daughter-friend, I have little time to enrich my formal education.  I usurp information where I can (dictionary.com when the words are too big) and that's about it.

I also enjoy the hundreds (literally) of emails that flood my inbox every day from various websites begging me to enjoy their last day of 30% off or letting me know how excited I should be to purchase a product I don't need for an exorbitant price and then get another product I don't need for free...makes sense (not! but I do it anyway sometimes...).  Among this sea of emails that I swim through every morning (mostly looking for human interaction from you), I look for one of my favorite daily snippets from LearnVest (small side note...not completely relevant but important I feel for me to let you know that I don't ever get paid for anything on this website...so all my links are just because I say so).  I love getting this daily newsletter because I can sign up for fun things like Princess Boot Camp (to kick my butt into gear and help me lose some of my negative shopping habits) and also learn about some of the dumb things I do with my $$.

The point today is that I'm sharing an article that I very much appreciated from them and I particularly enjoy the way in which they convey their information.  They are cheeky, accessible, and informational all in one website- fabulous!  This article is 10 Social Medial Blunders That Will Hurt Your Career.  I don't think anyone is immune to making mistakes so even if your career is like mine, take a few to read this and other articles, or better yet, sign up for their newsletter.  My wise hubby pretty perfectly already follows their advice...if only I did!

My two cents

A guide to using Facebook in a politically correct way

Over the past three plus years I have used Facebook as a way to reconnect with friends, keep in touch with people in my life, and share things that are personal to me in a convenient way; as well as to further my exposure to my blog.  I think most people would agree that Facebook makes things easy for you to share...but maybe too easy?

I did a segment a while back on Studio 5 that talked about "Facebook Etiquette" but in an ever-changing social media climate, things become obsolete very quickly, however, having good manners doesn't- which makes my job a little easier.

A few tips on "Facebook Etiquette" if we can call it that (WARNING- opinions follow- not rules):

• Be careful who you friend.  A vast majority of people out there have good intentions, but some don't, so have a guideline.  Mine is that I must have met them face to face and they must have been (or are currently) a part of my life somehow.  You don't have to accept every friend request you get- be selective.
• Everything can be shared.  Even with the best of intentions and privacy settings, if a friend chooses to share something that they have access to on your wall, you can't control it.  Bottom line is that you only have control over yourself.
• Be genuine but don't over share.  It's easy to write things on the end of a phone or computer when we don't have a physical audience of 600 people (or whatever your reach is on your FB profile).  When sharing something, be aware that people can see it, people can talk about it, people can (and probably will) judge it- it's just the way our society works (unfortunately to some degree).  There is nothing wrong with being genuine and sharing, but before you post- think to yourself, "is this an over share?"
• Pictures can be copied.  In my experience, this came back to me in a very real way (one that I got a great laugh out of though).  I had a friend print a pic of me from Facebook and use it in a white elephant gift exchange for a party I had.  It was cleverly done and one of the most hilarious things I've ever seen (helps that my husband's business partner was the one to open the photograph), however be aware that your photos can be downloaded and copied and you have no control over that once you've shared it.
• Remember that many businesses will look at your Facebook profile when considering whether to hire you or not.  If you've chosen to have business associates on your Facebook page then be aware that they have a peek into your life.
• Change is something to be aware of.  Facebook is always changing things, their newest change was to "Timeline" which I thought would be so great.  I could have a cover photo that was more unique and still have a profile pic that showed my face; but- I quickly realized that even with my privacy settings controlled to friends only, Facebook had allowed everything from the time I switched to it's new layout onward to be public- regardless of my settings.  Scary!
• To delete is permanent.  Again, being behind a computer screen or phone can give us courage that we wouldn't have in real life.  There are many reasons to delete people from our friend list, but be aware that they will know you've done it at some point or another most likely.  It's hurtful to the person who is deleted (having gone through it myself).  I've also been on the other end of deleting- but I try to be careful and have even apologized for it.  Like I said before, there are many valid reasons to remove people from your friend list, but think before acting.

It think that last point has been my main thought; THINK BEFORE ACTING.  It's all too easy to press a button and put something out there that isn't meant to be shared.  We can allow friends and family into our lives and experience the ups and downs with them- but use some restraint...please!  I've seen it happen to celebrities, business associates, and friends.  It's never too late to learn something new.  

Yes Nanny...

In the fun world of parenting, at one time or another, parents will leave their children with a babysitter or nanny.  This can create a mutually beneficial relationship that can enrich both parties lives.  However, there are some things that need to be considered before embarking on such an adventure!


For the parents:

• What goes on in the family, stays in the family- children need to be taught that they are not to share private information with their babysitter (i.e. My mom yelled at my dad today).
• Rules need to remain the same- whether you as the parent are there, or the nanny/babysitter is present, rules should not change.  
• Communicate- always ask your child what happened during their day and be sure to find out (tactfully) if the nanny/babysitter is treating your children appropriately.
• Make sure you set boundaries and remember that the nanny/babysitter is an employee.  It's difficult when you have someone tending to the needs of your child, not to involve them in your life- you don't need to be cold, but boundaries (not going into the master bedroom, not taking or borrowing personal property)  need to be established from the beginning.

For the nanny/babysitter:

• Do unto others- It can be difficult to put yourself in the parent's (your boss's) place, but try.  If you wouldn't want someone yelling at your child, don't treat their children that way (that's never acceptable to begin with).
• Be honest- at one time or another, we've all used the best language possible on our resumes to make ourselves sound appealing, but it's quite another thing to be dishonest.  Make sure you're telling the truth to your employer and if there has been a falsehood already told, you need to come clean.
• Respect rules and boundaries- it can be difficult when working in a home environment to remember that you're still at work.  Talking on the phone, running personal errands, and checking social networking sites while being paid may not be a good use of work time.  If you are bored, or lack work, you can ask your employer what they would like you to do during down time.  

These tips help to ensure that both parties will have a fruitful and long-lasting relationship and helps everyone feel more comfortable, which is what etiquette is all about!

Some phone tips

As I've had many readers email me about different kinds of phone etiquette, I thought I'd tackle one area in particular today.

I was teaching an etiquette class to the most adorable group of 8 year olds the other day and we talked about how to answer the phone. They giggled as I acted out holding the phone three inches away from my head as I screamed for the person who was to answer the pretend phone call- ahh, but how true it is that this happens in my house (much to my disappointment every time).

I've discussed childrens manners before and included a section on phone manners, but I'm going to extend this to the adults as well. These seem like common sense, but I often need reminders about these things to keep me on the right track where this seemingly small area is concerned. The phone can often be your first introduction to people whether in business or personal life, so it's important to make a good first impression:

1. Speak slowly when giving your phone number and name on a voicemail. Make sure you spell anything that may be misheard. Leave your phone number at the beginning of your voicemail and say it twice- the person listening may want to quickly return your phone call without listening to a lengthy message.
2. Listen more than you speak.
3. Always remember your please and thank you's!

It's just another manic Monday...

The trouble with being punctual is that nobody's there to appreciate it!~ Franklin P Jones

Now I'll tread lightly here since I was just barely late getting breakfast made for Sunday morning when my family arrived; again proving that I'm not perfect!  I've done a lot of reading and it's sad to read how these days instead of being "fashionably late", people just flat out don't show up to events they've promised to attend without a phone call or email.  I attended one such event the other night. A prominent businessman was speaking and called out his friends who had promised to be in attendance but had not even bothered to show up.  This happened to be one of those times where we were 1/2 hour early.  I like to be early to greet others as they arrive and to absorb the feel of the room.  

In contrast, I was heading with a group of ladies to dinner the other night and we were supposed to meet at 6pm and I didn't get there until 6:08.  I know what you're thinking, that's not a cardinal sin...but I was late, not early.  Now I had excuses in my head, I had to drop off one child at practice, drop off a friend at their home....but these are not excuses.  I'm not sitting here beating myself up, it's just a call to reality.  

Here's the reality, are you ready?  

We do the best we can.  In my mind, if we're going to be late, we usually know it on our way to our destination.  Call, text, send a homing pigeon...let that person know that you're going to be late and apologize.  Also let them know to get started without you if they need to.

Try your best to plan out your day so that you don't have so much to do that you are always late to everything.  There are several things we enjoy being early to, in fact, everything, but often it sets the mood...one of calm and peace instead of panic and anxiety.  Plan well and don't cram.

Follow through.  Do what you say you're going to do.  This isn't always possible.  Things come up, health, weather, etc.  but when something does come up, again have the integrity to call or email and let that person know that something has come up so that they know you care enough to have made the effort; but try to make your commitments.

All the clocks in my home (except for those darn satellite clocks) are set 12 minutes ahead.  I like it that way.  Yes I know it, but it still keeps me thinking about the time and I'm always a little ahead.  

The basic moral of the story is that we've all gotten too busy...busy with I don't know what...just life.  We need to slow down just a bit, re-prioritize, and make time for what's important.  Then we'll find that though we may not be 15 minutes early for lunch, we will feel better about what we're spending our time doing.

Here is a great article on the importance of punctuality and what it says about us!

Technilogically savvy

Let's chat (I imagine over a cup of tea...smile) about technology etiquette. This is a vast topic that I cannot hope to cover in one day, but I'm going to hit some key points and reference some great articles.

Cell phones- I love my cell phone so that I can connect to the world when I need to and my children can get a hold of me anytime, but it has its limitations. My parents don't care for texting as a method of communication, and frankly, it took some convincing for me to like it, but I do text. I have fallen into the trap however of texting things that should have been said face-to-face or at least over the phone; a lesson well learned for me. Here are some texting tips and other cell phone tips.

Blogging-I hope that I haven't infringed on any of these, but nonetheless, unedited, here they are; the best blogging etiquette tips that I have found. There are so many kind of blogs out there for so many purposes.

Facebook and other social websites- This was the best and most simple list I came across and although when you click on the link you'll find more people who didn't like the article, I liked it, so if you value my opinion, you won't be disappointed.

Email- This has become our new letter-writing. I remember the days when letters back and forth still were something worth waiting for; now its more the mentality of, "facebook message me, text me, or email me". Where has personal communication gone? I like email and again, it's not email itself that's the problem, but how we use it. Here are the ten things you never put in an email...a fail safe.
Instead, you can check out this list for some ideas that are meant for professional emails but extend to any email that you are sending, it doesn't matter to whom or for what reason.

Common courtesy always applies but sometimes we can get lost. I am a very social person so perhaps my downfall would be to share too much on a social website or something to that effect. We all have our pitfalls, it's always a good thing to have a list of reminders we can refer to!

A good giggle

I do have a sense of humor, I hope that comes across in my posts and today I'm feeling light-hearted and wanted to share this with you all. I have worked in many different types of industries, mostly in fashion, but I did also work in the customer service industry quite a bit. I find the decline in service just appalling and this just about sums it up for me-I found this while waiting for my plane at my new favorite airport.

Business etiquette quiz

This was fun! I want you to try it and see where you fall. During the course of the quiz, you might learn something fun and new...and I'm sure you'll surprise yourself with your business savvy. Here is the link...have fun!

The golden rule always applies, and many of the things we'll learn about business etiquette are second nature to you all I'm sure.

Let's get down to business!

Here are some basic, and I do mean basic...things that you can do in business to make a good first impression. It makes no difference if you are on a job interview or meeting a client for the first time, these rules always apply:

• Look presentable- clean clothes, hair "arranged", hands clean (I'm a freak about clean hands when I shake so many!). Your appearance is the first thing that people will notice and they will start do determine whether or not they like you. "Dress shabbily they notice the dress. Dress impeccably they notice the woman." So true!
• Have the address and phone number of the place you are meeting...and the cell phone number of the person with whom you are meeting.
• Be punctual! This is critical. Being on time shows respect for the other person's time.
• Know everyone's names in the meeting and how to pronounce them.
• Have what you need, not the whole world. I often will bring a briefcase but not my purse. Also a notebook and pen (one that works!)

Five more essentials:

• Shake hands with everyone in the room
• Look people in the eye
• When you shake hands say, "Hello, nice to meet you; nice to see you again"
• When introducing yourself, say your name clearly and slowly
• Always smile!
  

Top ten email don'ts

Cidco Communications conducted a recent survey to ask people what they thought the most offensive email "transgressions" were. These are great tips for all of us.

1. Forwarding an off color joke
2. Detailing a personal mishap
3. Writing a message in all capital letters (equivalent of shouting)
4. Spreading gossip ( a no no anyway)
5. Discussing personally sensitive issues
6. Criticizing another person
7. Complaining about work or one's boss
8. Using email to dodge discussing difficult issues face-to-face
9. Going into detail about your own or another person's health problems
10. Arguing with family or friends

Another thing that I have found helpful to curb the number of forwards I get, is to simply write an email to everyone saying something like, "Unfortunately, it's impossible for me to read anything but business messages and personal notes, so I'd appreciate it if you would take my name off your jokes list. But I enjoy hearing from you, so please don't hesitate to write!" This makes your point clear without being offensive. The forwards that I do receive end up being notes of inspiration and uplifting stories every now and then, not on a daily basis.