Well I am getting the kids things ready for the first day of school tomorrow and I am heartbroken. I would have thought, I did think that I would be ok with this day and be happy to be sending my baby off to school so maybe I could keep the house clean or get that much needed quiet time that I have not had in 11 years BUT I'm not.
It hit me when I started saying goodnight to them and tucking them in Kelsie lost it so I did. She said "Mommy, I don't want to go I want to stay here with you" and you know with my brave mom face on I said "But baby you are going to have so much fun and your teacher is waiting for you" and she said "No mommy, I love you the most so I want you". Talk about a broken heart! I almost bet she could hear it breaking because she kept playing on that.
Time came and we said the goodnight prayers and thanked God for the day and for the days to come that he is blessing us with and Kelsie said "and thank God for my teachers that are waiting at the school for me". I hugged her and walked over to Kaylie's bed and she hugged me and said "you know mom, Kelsie will be ok she will only cry a little like I did and then she will have fun". I said "I know Kaylie but mommy and Kelsie are sad because we have never been apart" and she said "well then it's time like you did me and I was a big girl so she is going to have to be a big girl too".
Talk about two different kids! I love them so much and my world is about to change without them here all day with me. Now Colt starts middle school tomorrow----6th grade! I am scared for him and excited. He has already made friends at the 6th grade orientation thing but I remember how scared I was in middle school. It was much different for me though, I rode a bud from Benbrook to Fort Worth with a ton of mean kids. I went to a rough school there and didn't like it much. I hope Colt finds his path and chooses it in a wise way. I pray for protection and peace to be with him all day. I pray for my friends kids that are facing the same things alone at other schools.
With all this said, I am sad to be saying goodbye to two of my kids in different ways tomorrow morning....Kelsie going into Prek and Colt going into 6th grade. God is going to have to carry me tomorrow, I just hope my load isn't too heavy!
Sunday, August 24, 2008
Friday, August 15, 2008
What ever happened to GREAT Customer Service????
Ok, so I'm hold for the 100th hour with Home Depot and GE. We ordered a dryer online through Home Depot and it was supposed to be here Tuesday. Well, they tried to deliver the wrong one so now here it is Friday and no dryer. Let me just run through the names of people that I have talked to about the delivery of my correct dryer......If I could put this to music I would!
Beth, Tracy, Sky, Lashondra, Crystal, Michelle, Angela, Paulette, Janelle, Britney, Amy, Beverly and one other that I forgot to write down. 13 People! You got it....between Home Depot and GE I have been handed over to 13 people. This does not include the Managers that were too busy to take my call but would tell one of the ladies mentioned above what to tell me and this does not include the people that I am "not allowed" to talk to with the delivery company that some of the ladies mentioned above have called and put me on hold to talk to.
So a dryer that should have been here on Tuesday then promised to me on Friday (today) then was told that it wouldn't be here till the next week SHOULD be here tomorrow (Saturday). And what have I gotten for the dryer that was supposed to be here and the countless hours I have been on hold???? So far $83 taken off of a bill that is over $400. YIPPPPPEEEEE!!!! WOW! only $83 for all of this. That was the outrageous delivery charge and 3% of the total.
3%! Let me say it again...3%! I have spent more than 3% of my time trying to fix the problem that ultimately NO ONE wants to claim as their fault.
So back to my original question of what ever happened to GREAT customer service???? I think it died! I really think it died a long time ago and no one seems to know what it is. Let me give you a logical definition of GREAT Customer Service:
More than saying "May I place you on hold?", more than saying "I'm sorry for the inconvenience" and way more than saying "someone will call you right back to take care of this". GREAT Customer Service is going the extra mile to make sure that your screw up (or the company you work for) is NOT an inconvenience to the customer, it is really taking the time to listen to the customer to find out how you can make it better for them, it is taking as much time as it needs to make sure that you deliver what you promise to your customer the first time and not make them to have to call back every time someone promised to call them. Then at the end of it you can say "I'm sorry for the inconvenience" and "Is there anything else I can do to help you".
So with that said I will eagerly await the dryer that was promised to me and which I paid for to come rolling into my drive tomorrow so that I can wash the 15 loads of laundry that have now piled up. And if the delivery people DO NOT call me back like they promised they would then I WILL NEVER BUY FROM HOME DEPOT OR GENERAL ELECTRIC AGAIN NO MATTER WHAT! Two companies that I once loved are getting to be on the bottom of my list of places to shop. And the sad thing is I worked for Customer Service for BOTH of these companies and I would never have given someone the run around like I have been given....I guess that's why I don't work for them anymore.....
Enough said!
Beth, Tracy, Sky, Lashondra, Crystal, Michelle, Angela, Paulette, Janelle, Britney, Amy, Beverly and one other that I forgot to write down. 13 People! You got it....between Home Depot and GE I have been handed over to 13 people. This does not include the Managers that were too busy to take my call but would tell one of the ladies mentioned above what to tell me and this does not include the people that I am "not allowed" to talk to with the delivery company that some of the ladies mentioned above have called and put me on hold to talk to.
So a dryer that should have been here on Tuesday then promised to me on Friday (today) then was told that it wouldn't be here till the next week SHOULD be here tomorrow (Saturday). And what have I gotten for the dryer that was supposed to be here and the countless hours I have been on hold???? So far $83 taken off of a bill that is over $400. YIPPPPPEEEEE!!!! WOW! only $83 for all of this. That was the outrageous delivery charge and 3% of the total.
3%! Let me say it again...3%! I have spent more than 3% of my time trying to fix the problem that ultimately NO ONE wants to claim as their fault.
So back to my original question of what ever happened to GREAT customer service???? I think it died! I really think it died a long time ago and no one seems to know what it is. Let me give you a logical definition of GREAT Customer Service:
More than saying "May I place you on hold?", more than saying "I'm sorry for the inconvenience" and way more than saying "someone will call you right back to take care of this". GREAT Customer Service is going the extra mile to make sure that your screw up (or the company you work for) is NOT an inconvenience to the customer, it is really taking the time to listen to the customer to find out how you can make it better for them, it is taking as much time as it needs to make sure that you deliver what you promise to your customer the first time and not make them to have to call back every time someone promised to call them. Then at the end of it you can say "I'm sorry for the inconvenience" and "Is there anything else I can do to help you".
So with that said I will eagerly await the dryer that was promised to me and which I paid for to come rolling into my drive tomorrow so that I can wash the 15 loads of laundry that have now piled up. And if the delivery people DO NOT call me back like they promised they would then I WILL NEVER BUY FROM HOME DEPOT OR GENERAL ELECTRIC AGAIN NO MATTER WHAT! Two companies that I once loved are getting to be on the bottom of my list of places to shop. And the sad thing is I worked for Customer Service for BOTH of these companies and I would never have given someone the run around like I have been given....I guess that's why I don't work for them anymore.....
Enough said!
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