Customer satisfaction

I know it's been ages since I've posted.  I always think about manners, etiquette, and great ideas for posts, but with a full time job as a wife and mama, another full time job, and all the other that stuff life brings, I just don't prioritize the blog like I should.  Just know that I think about The Pink Teapot and you often.  I also host a lot of etiquette dinners for youth which takes up some significant time.

What brings me to actually typing this morning is an experience I had yesterday combined with one I had this past weekend.  They were reminiscent of so many that I've had and I figured that since this happens to me so frequently, it must happen to others as well.  Let's see, shall we?

I was in a retail clothing store yesterday (one of my favorites) and I needed to return a pair of pants and a top.  I had spent a significant amount when making my original purchase, but I don't think that should matter; but I have found that sometimes retailers will treat me kindly when they know I'm a good customer (as in I will spend money).  I asked the sales rep to look up my purchase.  The details are tedious and unimportant, but I was treated like she was doing me a favor by giving me store credit (their policy by the way).  She was condescending in her tone and spoke slowly so that I'd make sure to understand her.  Even after verifying that I was, in fact, following "return procedure", she was annoyed that she had to look up my purchase and went as far as to say, "when you come in and just want to return something and you don't know how you paid for it or when you bought it..."  I was taken aback (I did know how I purchased it- it was a store card that I had already given her; I also knew the date), I smiled, I thanked her (she did give me store credit with which to purchase even more stuff) and I proceeded to spend said credit (and a little more).  I felt like I didn't want to be in that store any longer.  I love the clothes, they fit me well, but the energy was so negative (I braved through it for a couple of pairs of shoes and a top).

This past weekend, I was in search for the perfect woman's bag.  I needed something that I felt I could use every day for my computer and as a personal handbag (a zip top) and by the way, unless it's a diaper bag, this seems to be very difficult to find.  This would be my every day bag (I have a collection of bags, but I needed a trusty uniform-bag-briefcase).  I went into a store where I've purchased many handbags and I was greeted.  The sales rep asked me if I knew what I was looking for and I indicated that I did and explained what I wanted.  I went right to the bag I thought was going to work.  I explained what I was looking for and even gave preferences for color and she gave me *one* option.  I saw one bag on a shelf that seemed to meet my needs, I walked over to it, and she said, "well that one is on sale, I guess if you want one that's on sale..." (um...who doesn't want a sale...seriously?).  It turned out that after looking at 5 or 6 bags in that store, she simply said, "There's nothing that would work for you in here".  Now I'm a fan of honesty, but turning away business?  Maybe not.  I felt like she could have directed me online, asked some questions, anything.  There were probably 100 bags in that store.  You're telling me we couldn't have found one that worked?

Here's the thing that got me:  She acted the entire time like she was doing *me* a favor.  That's the same experience I had yesterday at the clothing store.  The entitlement that some of these people seem to have just blows my mind.  I'm not of the school that a sales rep should be treated poorly, and I don't think the customer is always right; but I do think it's a customer service reps' (sales reps) job to make the shopping experience a pleasant one and perhaps even go so far as to make the customer feel like you're happy they're there to shop.  What a thought!

We need to be considerate as consumers, and I've talked a lot about that, but it's difficult to be considerate and kind when the person who is helping you is rude, entitled, snotty, and vapid.  Thank goodness for lots of choices in where we shop, although isn't it the worst when your favorite stores  are the ones that you dread entering because of poor customer service?

I think the US retail clothing industry has become far too complacent in training employees to be good customer service representatives.  I also think that the generation that is currently in the work force (vague, I know) largely feels entitled, empowered (not in a positive way), they seem to have a superiority complex.

I plead with employers, please interview carefully.  Please ask how someone would handle a difficult customer, and then follow through with proper training and appropriate consequences/rewards for performance.

It seems to me that retailers largely just don't care.  I'm not sure why since the US apparel industry is a 331 *billion* dollar per year industry!

I think we've largely gone online (and quite frankly if I could have exchanged the clothes and looked at the specks of the handbag online I would have), it's become common place to spend time and energy there as retailers.  I personally think that's no excuse to let customer service slide.

My two (or five) cents.

PS  Thanks Coach for having the perfect women's work bag.  Not a diaper bag (nothing wrong with them, I'm just out of that stage), but a working, zip top, well priced bag!  Thank you also for being so polite, friendly, and professional; and no, I didn't get a bag for free, I just feel like it's nice to point out the positive!

Don't judge me by my teacups

I love watching, reading, or hearing things that are uplifting and inspiring.  There are great sources out there that do just that, however, overwhelmingly, the media presented is not uplifting or inspiring.  I've always found it so odd that Facebook is supposed to be a social media platform to share insights with friends and family and I've always tried to honor doing that in the most honest and real way possible; neither editing out all our hardships or concentrating on them, but being real, as real as one can be behind a computer or phone screen.  

I've had people call me and ask me to take this or that down from my personal FB page, which is ironic because it is (as a wise friend described it) like my living room walls.  The pictures I hang don't have to be your favorites, but they reflect me as a person, sometimes they are masterpieces, other times they just have a special meaning to me and might seem worthless to the casual observer.  But the person who knows me well would look at my collection of teacups from all different times in my life and know what they are, and a few (a special few) might admire the teacups just because they're different and want to get to know me better.  The point is, don't judge me by my teacups.  They are an amalgam of special times and people, personal and special to me.  

I think it's easy to fall into a pattern where (especially as women) we feel the need to "only concentrate on the positive" when it comes to social media.  I personally choose to share snapshots of my life, whether the tough times or the triumphant times (sometimes those are one in the same).  Maybe it's too real for people.  I love the inspiring stories and videos, but I also believe I connect with people over social media in order to help facilitate better "in person" relationships, not to avoid them.  

This video recently on my FB feed seemed very appropriate and describes how I feel about social media (or anti-social media as they case may be).  Our experiences with social media will vary greatly just like our life experiences do.  I hope each of us can live life to the fullest and make sure that we always love the one we're with and not love our screens...they won't love you back.

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.

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

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

No elbows (or cell phones) at the table...

This past Friday night, my husband and I went on our traditional date night.  We had a lovely evening shopping and we ended with dinner.  While at dinner, our kids called (separately) more than once.  After the fourth or fifth call (I stopped counting), my husband asked if it was okay for him to just take the call at the table.  I gasped and said, "of course not!" to which he replied, "just checking".  I ran in and out of the restaurant, which was distracting and rude also I'm sure, to field calls about all kinds of nonsense- but at the end of the night, we were able to enjoy dessert "call free".

This incident did spark conversation between my husband and me about what is appropriate at the table and what isn't.  We both try very diligently to keep our cell phones put away and the only calls we will take are from our children while we are out together- but even then, and in a noisy restaurant, should you be taking calls at the table?  My answer is No!  Calls should be handled in private because even when you think you are having a "private" conversation, one tends to raise their voice while sharing comments to the person on the other end of the phone, so whether you intend it or not, it's not a private conversation and others are forced to listen to you speak about whatever.

My other pet peeve that I'm going to rant about is texting or talking on the phone while having face-to-face time.  I find it so rude that someone will answer endless phone calls while spending time with me (I mostly let it go to voicemail-kids and hubby excepted, and I can get back to them later).  I think if you are with someone you should love the one you're with and keep the cell phone usage, whether to text or talk, to a minimum.

On a separate note, I have had so many emails about my choice not to accept comments anymore on this blog.  I have to reiterate that it's not because of the negative feedback (I welcome naysayers)- it's because I am getting more advertisements than comments.  I have found my blog to be more of a library reference and I have also found that if people disagree (or agree) they will Facebook me or email me and let me know, so moderating the comments just becomes a waste of time.

I can't wait to get back into the blogging swing of things when my kiddles start school next week- enjoy the fleeting days of Summer!

The Pink Teapot visits KSL (NBC)

I will be on Utah's local morning show-Studio 5- this Thursday, March 18th at 11am. The producer asked me to come on and speak about Facebook etiquette and I'm so excited! At this time, I am truly grateful for technology that makes it possible for me to share the video of my appearance with my blogger buddies only hours after I appear. But I still wish you were all here in Utah just for this one day.

Anyone new to The Pink Teapot or who saw me on KSL, check out my Facebook and Twitter icons at the top of the page (Thanks Cord - I love you)!

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!

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.