The Laughing Wolf

Customer Service: IDT, Knology, Cleaners, Lawyers, and Lessons For The Day

The day has gotten off to a weird start, but one that is good if quite different. Much of what has made it weird has to do with customer service of various types, and that includes me.

Yesterday set the stage, but was also the continuation of ongoing sagas. Surprisingly, there are no cleaners close by the temporary lair, but last Friday I found one not too far away. Was less than impressed with the lady there, and sure enough when I went back yesterday the job was not done right. Never mind that she repeated back what I asked for, the shirt does not appear to be starched and sure as heck was not folded. I only hope that they did dry clean the pants and not wash them. The owner was apologetic, but pointed out that the form was not filled out right – as if I was supposed to completely fill out the form instead of the lady. They likely will get one more try, but I am far less than impressed so far. This is in contrast to my cleaners in Madison, who always went the extra mile and would even argue with me: “No, you don’t want medium starch that shirt, you want light. You get light.” They were right almost every time too.

The IDT gets added to the mix. I cancelled my service with them more than a month ago, or at least I thought I had. IDT gives great rates and I never had a problem using them, but they seem to have set up the system so as to thwart anyone who tries to leave. They had indeed cancelled service, but only on one number. Now, I could have sworn that I asked about that, but the female I spoke to at the time was unhelpful to say the least so who knows. Upshot is, the small credit balance I had is now gone, and supposedly I really am now completely free of them. Will believe it when I see it, and will not recommend them because of the poor customer service I have gotten from them.

IDT reminded me to post that Knology still blows big time. I got an invoice the other day, a credit invoice but an invoice. So, I call and inquire to be sure that my account really had been cancelled (esp. since they waited right up until prime time the day of cancellation to stop service), and they assured me my account was closed. They, I was informed regally, did not have to be bothered to refund my credit balance for 90 days and would take all the time they wanted. The more I deal with their customer service, the stronger my recommendation to avoid them.

The night was capped off by the cell phone ringing at what is for me a quite late hour. It is the person buying some property, the same one who sent me on the needless nine-plus hour trip last week that almost got me killed. Now, he has the land line number and subtle hints have been dropped that I prefer him to use it (I use the cell phone minutes for business). I have also dropped hints before about calling late, but no joy. I was nice (for circumstances) but pointed out in a less diplomatic way that I go to bed early. He was calling because the lawyer had a problem. We wanted to do the sale ASAP and had been told they could not do it until the 8th. This is not convenient for me, but I was willing to live with it as I need the sale. Now it seems that the lawyer can’t make their commitment, not unless we agree to be willing to pony up more cash so they can hire someone else to go do the work. I agreed to let them potentially extort the money from my share, provided they made the 8th. Now, I judge lawyers the same way I do prostitutes, professors, or any other service provider: do they do good work, as scheduled, for the money agreed upon.

Now, there really isn’t any difference between laywers, prostitutes, professors, and writers. We all agree to perform services for a set price and within a set timeframe. Personally, I think prostitutes are the best of the bunch in terms of ethics and honesty but that is a post for another day. If the client changes things, that is when it is right and proper to ask for more money. You screw up, be it not doing the job right, not being able to do the job, or because you screwed up your schedule, it is not the customers fault and they should not and do not have to pay for your mistakes. That is, unless you are a lawyer. Yep, this morning I do think prostitutes are far better people and service providers than most lawyers. At least they are more honest and upfront about things.

Short version, I could not get to sleep. Good news, I saw most of McCain’s and Rudy’s speeches. Good oratory, still would have rather been asleep. More later. Shorter version, this morning did not get off to a fast start and I get to the gym late. Have a major telecon this morning, and wanted to get finished so as to prepare. Go to the back, and bleep, there is someone on the only good elliptical trainer. Hate to tell you this, but if your elliptical has hand things connected to the leg things, you are cheating yourself and getting about half the workout you should. If it does not have an elevation control, you don’t work but one set of muscles. If you have elevation and resistance control, you can work every muscle group at or below the waist. The gym that comes with the temporary lair only has one like this, and it was in use.

Now, I easily get into ruts and my workout already has some deep ones. I like to go in and do a fat burn session on the elliptical, which is also a large part of the warm-up. To make things interesting, I like to do one minute of going backwards (french march) at each elevation during the last half. Keeping my pulse in that range is easy then, and it is a good way to build up. Then I go and do the serious exercise, shoulder rehab, and target work. To finish, I get back on the elliptical and do another cross country program but do the entire last half going backwards. Not going to happen this morning, but since it is a lite day, I went and did shoulder and target work, and about the time I finished the good elliptical came free. I was already too pumped up, so gave up on the fat burn and just did cardio. When the first session ended, I went almost immediately into another session of cardio. Not bad, and actually felt pretty good. May have to think about doing just pure cardio 2-3 times a week.

Amidst the wasteland that is modern customer service, you do hit some very bright spots, and they have made my day. Yesterday, it was at Harry’s/Whole Foods, when the lady at the tax exempt register waved me over and checked me out, saying “I don’t discriminate!” She had good banter, top-flight professionalism, and made getting out enjoyable. It was the guy at the place where I grabbed lunch, who took the time to answer some questions and point out things about their burritos. It was the young lady behind the desk at the gym, who was friendly to talk to share mutual grousing about late calls and such, and who helped cement the change in attitude that came during the cardio. I stopped and inquired on the way out about the classes and how much they cost. Free. Comes with the membership, even mine through the temporary lair.

Care of the professionalism and good cheer shown by these people, I have a much better perspective on the day, and am relaxed for the telecon. Different from plan, but much better than planned. There is a lesson in their somewhere, that maybe I need to remember and share. Think about it a bit during your day.

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