Las Cruces – The Come To Visit Stay a Lifetime City

Monumental award | Las Cruces BulletinIn 2016, my wife and I washed up as flotsam against the Sandia Mountains in Albuquerque, NM.  We enjoyed our time in Albuquerque, but the politics and politicians are really extreme and insane, to boot!  We thought about, briefly, moving to Santa Fe, Angel Fire, Las Vegas, and several other northern cities and locations in New Mexico, but nothing worked out.  So, we began looking into southern New Mexico.

Very Large Array Radio Telescope - Electronic Manufacturing Services | Carlton IndustriesNot having much luck, I took my wife to Phoenix for her birthday and showed her the “Very Large Array,” which took her breath away and showed her places in Arizona and New Mexico I thought she might enjoy.  On the return trip, I took the southerly route through Tucson, and we spent a night in Las Cruces.  My wife was amazed at the green that just “popped up” in the desert.  The green she mentioned were the miles and miles of pecan and pistachio trees that line the highways of Las Cruces.

Christmas in Cruces - Visit Las Cruces New Mexico - Las Cruces CVBLas Cruces, New Mexico (U.S.)Well, some time passes, and in trying to find a home, we finally found something in Las Cruces.  The longer I stay here, the more the place feels like home.  Better, the people and the architecture, the policies and politics, and New Mexico State University in Las Cruces make this southern location an incredible jewel hidden in southern New Mexico.  El Paso is close enough to visit if you want the big-city experience, but truth be told, everything you need can be found in Las Cruces; the people are friendlier, and the climate is fun.

While living in Albuquerque, too many people thought Albuquerque was all to New Mexico and referred to their time as time spent in the land of entrapment.  Thankfully, employment took me around the state several times.  I got to see the influence of federal government policies on land use, and despise them for the theft of this land.  I had the privilege of seeing just how logically insane the government in Santa Fe is and detest them for their inaction, stupidity, politicking, and infernal bickering.  But, every time I came south, Las Cruces captured my attention, my notice, and my wonder.

Best things to do in Las Cruces, New MexicoDeming is another location in southern New Mexico, but they are struggling.  Mainly because of the government politics and previous economic choices, which are still creating problems in the town.  Dependence upon the federal government in New Mexico is endemic, robbing potential, crushing souls, and destroying hopes and dreams.  This reality can only be changed if the federal government shrinks to the 1940 (pre-WWII) level of government.  However, if you look, you can find small pieces of potential, like spring flowers poking up out of snow, especially in Deming, Las Cruces, and the other southern New Mexico towns and locations that are missing, almost entirely, from northern New Mexico.

At a time when people seem to be restless, are looking for new horizons, and want an escape from the insanity of politicians who refuse to listen to the electorate, may I suggest a visit to Las Cruces and Southern New Mexico.  The change is refreshing, the potential is exciting, and the possibilities for growth and development are all but limitless.  Better still, there is an undercurrent of enthusiasm found here that appears to be missing in a lot of the other places my wife and I have visited in our 26 years of marriage and 28 different moves across the continental United States.

Outdoors in Las Cruces - Biking and Running - Visit Las Cruces New Mexico - Las Cruces CVBPlease note, Las Cruces is not all roses and rainbows, lollipops, and chocolate-covered peanuts.  There are growth areas in politics, agriculture, the railroad, the highways, and the need for manufacturing industry.  Some growth areas include an embedded mañana attitude where a business operates a little slower; outdoor workers quit before the heat comes on too bad.  Siestas and taking your time is problematic if you want things done in a hurry.  But, these are also some of the things that make this little city such an exciting experience.

One of the growth areas that might not be a growth area, except for volume, is the food!  Holy…  Gustatory Experience!  The food in Southern New Mexico is like an inverted food chart for Italy.  Northern New Mexico has different foods entirely from southern New Mexico, and Southern New Mexican food is head and shoulders above Northern New Mexico.  In Italy, it is said, if you want good food, eat in Northern Italy; in New Mexico, when you eat, eat in the south!

Las Cruces makes most overlooked cities listSure, Northern New Mexico has Monroe’s, which is a phenomenal gustatory experience capturing New Mexican food at its finest.  The Owl Café in Albuquerque is a gustatory experience not to be missed in any visit to New Mexico, save room for dessert and order a Chili milkshake.  However, Monroe’s and The Owl Café are but two places for food in Albuquerque worth visiting.  Las Cruces has Caliche’s Frozen Custard, La Neuva Casita Café, A Bite of Belgium, and Salud! De Mesilla, just to name a few!  The food in southern New Mexico is incredible, and the small places are wonderful.  Just remember about mañana.  Get impatient, and you get rude service.

Hasta mañana - TnRelacionesI cannot stress this enough, mañana is in the culture, in the air you breathe, the dirt, the sand, and in every action taken.  You do not come to southern New Mexico to be in a hurry!  Want hurry, eat fast food and flee at your earliest opportunity, for southern New Mexico is not for you.  Want a little slower pace, time to enjoy conversation, time to explore, and time to get to know people; come to Las Cruces and enjoy the experience!

Knowledge Check!When you visit, bring your manners!  Say please and thank you.  Say you’re welcome.  Hold the door for strangers and ladies.  Wave, especially if someone waves at you.  Drive the speed limit!  When I was in the US Army, I was given some advice for my visit to South Korea, “show respect, get respect.”  Well, the same is true to Southern New Mexico, show some respect, and you will have a great time here.

© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

Let’s Talk About the VA – The Insanity Must Cease!

I-CareWhen the Department of Veterans Affairs (VA) does something good, I praise them.  The VA recently had a good report come from the Department of Veterans Affairs – Office of Inspector General (VA-OIG), apparently there was progress made in improving performance once policies were written down, training of employees occurred, and over time there has been an improvement, however small and seemingly insignificant.  I offer my sincerest congratulations on making progress and change on this issue.

Carl T. HaydenHowever, I will castigate and deride all abuses of veterans, myself included.  At the Phoenix VA Medical Center, the Carl T. Hayden VA Hospital remains a hotbed of bureaucrats on a power trip weekend from Dante’s first ring.  The abuses at this hospital continue and the leadership needs to be corrected!

For those who do not remember, the Carl T. Hayden VA Hospital in Phoenix, AZ used to be an award-winning hospital, a pillar of good performance, and an example of how VA Hospitals could be run.  Then, the director was changed, the hospital staff changed, awards stopped coming, and veterans started dying.  Leading to the fiasco of dead veterans on paper waiting lists, during Pres. Obama’s reign.  CNN reported on April 30, 2014, that at least 40 United States Armed Forces veterans died while waiting for care at the Phoenix, Arizona, Veterans Health Administration facilities.

On 29 June 2020, I reported to the VA ER sick and in desperate need of assistance.  The assistance was refused because I cannot physically wear a mask.  In my medical records, it is noted that I suffer from shortness of breath and any mask exasperates this problem.  In direct violation of Federal Law that commands all emergency rooms to see whoever walks in, the ER staff refused me service due to the “Mask Policy” as part of their “Covid-19 response.”  No options, no exceptions, no excuses, I as the patient could either endanger my health or find a different hospital ER.

The Emergency Medical Treatment and Labor Act (EMTALA; 1986) is a federal law that requires anyone coming to an emergency department to be stabilized and treated, regardless of their insurance status or ability to pay.  EMATALA also dictates that no person can be refused treatment in any Emergency Room.  The EMTALA is not new and is part of the training from day one for all staff at the VA.  For ER staff, this is the golden ticket and special care is taken to ensure this law is followed to the letter; rather, this law is supposed to be the premier standard from which good health care policy is built for emergency rooms.  Except, the Carl T. Hayden VA Hospital in Phoenix, AZ., and the Raymond G. Murphy VA Hospital in Albuquerque, NM., both appear to be the exception to EMTALA, by order of the staff bureaucrats, who are supported in their illegal and nefarious behavior by the hospital administration collectively, and the hospital leadership specifically.

Raymmond G. MurphyI have written previously of the patient abuse I witnessed, and reported, at the Raymond G. Murphy VA Hospital, in Albuquerque, NM.  I have written about the patients turned away by nurses and other staff because these staff members refused to follow the law.  I reported the risks and problems being run by refusing patients in the ER, and this all fell on deaf ears.  Well, I will not stop raising this illegal practice as a major concern for the hospital leadership all the way to Secretary Wilkie and the elected officials in Congress who refuse to act to improve the toxic culture found in the VA.

You, the bureaucrats in the VA cannot break the law with impunity and your actions are leading to major patient safety concerns, increased hospital operating costs, and putting real people in real harm!  I spent more than an hour in the VA Parking lot trying to calm my breathing down to safely operate a motor vehicle, so as to drive to a different hospital emergency room, where I was treated without ever having to deal with the mask issue.  While in the VA Parking lot, I was attended to by three Federal Police Officers who were willing to try and get me seen at the ER but were stuck trying to force the “Mask Policy,” regardless of my physical inability to wear a mask without causing additional harm and injury.  The Federal Officers were called because the ER staff reported a violent and non-responsive patient had just left the building.  I was both responsive and never violent in the ER.  Regardless of the fact that I was extremely short of breath, unable to walk, and unable to be seen at the VA.  When the officers found me in the parking lot, I could barely breathe and was so weak from lack of oxygen that I was graying out in vision and other major issues; thus, how the ER staff can say I was violent and non-responsive is beyond my comprehension.

The behavior of the ER Staff at the Carl T. Hayden VA Hospital in Phoenix is beyond the pale and bordering on obscene, as well as illegal!  Where is the accountability?  Where is the patient advocate?  Where is the Administrator on Duty who has the power to demand corrective action?  Where is the rightful opposition; well, I know where the rightful opposition is, it is buried with the dead veterans, who died awaiting care at the hands of the VA!

VA SealWhere is the patient advocate in this problem; well, that night after being refused care I reported the problem to the patient advocates office via secure message, and the following morning, the patient advocate replies that “It is VA policy to mandate all people wear masks if they desire treatment.”  Not caring about the federal laws governing ER visits, not even bothering to mention that the treatment by the staff as reported was ludicrous and vile, and not even to bother to ask if I was seen elsewhere.  Just a brief, less than 100-word, statement telling me my concerns for my safety and health are not important and policy must come first.  The perfect bureaucrat, with the most detestable response it has been my displeasure to experience since the last time I visited the DMV.

I am sorry but everyone is required to wear a mask at the VA Facility. I understand you may have shortness of breath but you can wear a mask and undo one side every couple of minutes. This is for your safety and the others around you.

T. C. M. [Name Shortened for Privacy]
Patient Advocate

Will someone please explain how this can occur?  Will an elected official please demand a behavior change at the VA, and remain interested long enough to facilitate the solutions Sec. Wilkie needs to effect change?  How many veterans will have to die needlessly at the hands of the VA before the elected officials decide that veterans’ lives matter and the VA is taking our lives?

I get it, there are a lot of problems in America, and more in the world.  But, the US House of Representatives, instead of passing a budget, which they are statutorily mandated to do, is writing letters, and meddling in Israel’s business.  If the US House has the time to meddle and jump down every rabbit hole on the political landscape, they must have time to assist the veterans and improve the VA.  If the US Senate has the time to meddle, postulate, and pander, then they have the time to review the plethora of VA-OIG reports and begin assisting the VA Secretary in correcting the problems in the VA.

The saga continued this over the first two days of July and forms the bitter cherry on top of the crap sundae the VA is trying to serve the veterans.  I received a call from my primary care provider’s nurse who has the attitude of supreme petty authoritarian to a lesser subject, reminding me several times that the mask policy was political, trying to blame all hospitals in the region of implementing a similar policy (which is fake), and then trying to excuse himself by claiming he was just a messenger and not involved in the policy implementation.  Concluding the call, with the temerity to tell me that I was in the wrong to not follow VA policy.  The patient advocate had the effrontery of sending a message to me stating that I should have asked for a full-face shield instead of a mask.  Seeing as no face shields were offered as a workaround, seeing as the policy enforcers demanding only a mask as the single viable and allowed option, and seeing as I spent more than an hour while in extreme pain trying to be seen to no avail, none of that mattered, the patient was at fault, per the patient advocate.

LinkedIn VA ImageMy cherub-like demeanor has taken a bloody beating over this incident.  Worse, my health has suffered tremendously and I have had to question myself and my advocacy of the VA.  The behavior of the bureaucrats and petty authoritarians of the VA at the Carl T. Hayden VA Hospital in Phoenix, AZ is detestable, and I can only conclude and wonder if I am having these problems, what are less outspoken and less knowledgeable veterans suffering?  I will not be the quiet little mouse in the corner where my safety and the safety of other veterans are being endangered by the politics and illegal actions of Federal Employees.  The policy is wrong and needs immediate revision before more veterans die at the hands of the VA!I-Care

© Copyright 2020 – M. Dave Salisbury

The author holds no claims for the art used herein, the pictures were obtained in the public domain, and the intellectual property belongs to those who created the pictures.

All rights reserved.  For copies, reprints, or sharing, please contact through LinkedIn:

https://www.linkedin.com/in/davesalisbury/

The Department of Veterans Affairs: The Liars and Thieves Edition

I-CareIn December 2019, I witnessed an employee of the Department of Veterans Affairs, Hospital Administration, create rules to inconvenience a veteran, lie to a veteran, obfuscate, and generally mock a veteran.  The incident included the employee threatening the veteran with throwing away documentation, the primary care provider needed because the veteran was not mailing the forms to the doctor as the employee demanded of the veteran.  The veteran must travel and thought dropping off the forms would be acceptable; until he met this employee.  23 January 2020, I was the veteran being lied to, and my “cherub-like demeanor” evaporated faster than dew in a July sun.  For the December incident, I signed my name to a letter going to the Hospital Director Andrew M. Welch, written by the abused veteran, and testified that I witnessed the treatment this veteran received.  To the best of my knowledge, no action was taken by the hospital leadership where this employee is concerned, I asked.  A copy of this article will be sent to hospital leadership.  If any additional information comes available on this issue, I will write an addendum and update this article.

23 January 2020, 1505-1510, I went to my primary care provider’s clinic at the Albuquerque, New Mexico VA Hospital.  I had another appointment, was early, and went to ask why I am receiving letters claiming the primary care clinic is “having difficulty” contacting me.  The employee is titled “Advanced MSA,” which means they are a Medical Support Assistant who has been promoted.  For my other appointment, I have received two text messages, one automated call, and three appointment emails.  For my next appointment, 24 January 2020, I have received two text messages, one automated call, and three emails.  For my appointment in December 2019, I received two text messages, one automated call, and three emails.  I regularly receive calls from other clinics in the VA Hospital.  My cellphone has voicemail, and the voicemail is regularly checked and responses made.  Yet, the MSA claims, “I have tried calling you, and you do not have voicemail.”  I checked my recent calls, and showed the MSA where I had not received any calls from the VA on the days indicated, and asked why I can receive all these other calls from the VA, including the text messages, but only his calls are not showing up.  The MSA then became intransigent, resolute, and adamant, raised his voice, and told me our conversation was done.  After observing the ways and means of this VA employee over the course of many months previously, I wonder, “how many other veterans are not being contacted in a timely manner, while this person lies, cheats, and steals?”

Quality of FindingsUnfortunately, this is the standard, not the exception for the MSA’s in the HAS (Hospital Administration Services) Department, led by Maritza Pittore, at the Albuquerque VA Hospital.  I have witnessed multiple MSA’s committing HIPAA violations through record diving, gossiping about veteran patients, acting rudely, ignoring veteran patients and their families to complete conversations, and refusing to do their jobs.  As a point of fact, one assistant director one told me, “if what the VA does was replicated by a non-government hospital, they would be closed down and sued.”  While employed from June 2018 thru June 2019, I brought this to the attention of the leadership, including multiple emails and voice conversations with Maritza Pittore, Sonja Brown, and several other high-ranking leaders and their assistants, all to no avail.  I have had nursing staff tell me confidentially that they cannot do anything where the MSA’s are concerned because “it’s none of their business and outside their job duties.”  Yet, the VA continues to proclaim the MSA, the Nurse, and the doctor, along with the patient, are a “healthcare team.”  Upon being discharged, without cause, reason, or justification, I brought this information to the OIG, my congressional and senate representatives, among many others, all to no avail.  The level of customer service, especially at this VA Hospital, is far below the pale because the leadership refuses to engage and set standards for customer service, with enforced penalties. I-CareMore to the point, the employees mimic the customer service they receive from the leadership team.  Thus, even though the Federal VA Office has launched “I-Care” as a customer service improvement initiative, the customer service in this hospital continues to fall and will continue to fail until the leadership exemplifies the standards of customer service expected.

As a dedicated customer service professional, I have offered multiple solutions to the continuing problems veteran patients experience in the Albuquerque VA Hospital at the hands of the MSA’s and other front-line customer-facing staff; but the suggestions all continue to fall upon deaf ears.  I do not paint all the MSA’s and staff as liars, thieves, and cheaters, because there are some great people working at this VA Hospital.  Unfortunately, the rotten apples far exceed the good workers by multiple factors and powers, to the shame of the leadership team who continues to ignore the problem, deleting emails, and generally lying when placed on the spot about the problems.

An example of this occurred recently where a member of the staff of a congressional representative asked about communications sent from an employee to the Director of VISN 18, with carbon copies being sent to Maritza Pittore HAS Director, Ruben Foster MSA Supervisor, and Sonja Brown Associate Director of the Hospital.  None of those emails “magically” exist when asked for, and the verbal conversation included outright lies, misdirection, and complete fallacies.

Since the VA-Office of Inspector General (VA-OIG) continues to appear disinterested, I can only ask, “what does a person do to see action taken to correct the problems, right the abuses, and bring responsibility and accountability to the employees of the Federal Government?”  President Trump is providing great leadership, VA Secretary Wilkie is doing a good job and needs more help, but the elected officials in the House and Senate refuse to do their job, and the middle management of the VA is entrenched, obtuse, and inflexible.  The US Media treats veterans’ issues as a punchline to a bad joke.  Still, the problem worsens; still, the abusers maliciously treat people abhorrently; and still, those placed in leadership positions stall, obfuscate, and hinder.

My treatment at the VA Hospital in Albuquerque includes being physically assaulted by an employee, my medical records perused by, and then gossiped across at least four separate clinics, and still that MSA remains employed.  In fact, this employee was promoted for her “good work and dedication to helping veterans.”  I am sick and tired of the poor treatment, the harassment, and the vindictiveness served to veterans of all types, sizes, and colors, at the hands of petty bureaucrats as they visit the Department of Veterans Affairs.  The Albuquerque VA Hospital is one of the most egregious examples of bad behavior and nepotism in the country and it is past time the leadership was replaced and the assaults and crimes brought into the sunshine for some “sunshine disinfectant.”

cropped-snow-leopard.jpgUpdate to this article, 10 May 2020: By the first week in April 2020, the Advanced MSA in the clinic was moved to a less customer-facing post and a new MSA hired.  The quality of that individual was never experienced due to relocating.  The supervisor of the MSA was not very interested in correcting the problems and that showed when I visited with them while trying to obtain an appointment that the Advanced MSA refused to schedule.  Change must come to the VA!

© 2020 M. Dave Salisbury

All Rights Reserved

The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

The Ugly Face of Government Largess – The Bureaucrat!

Government LargessCharles A. Reich, an American legal and social scholar as well as an author who was a Professor at Yale Law School, in his paper “The New Property” writes about how government largess created the bureaucrat.  The same bureaucrat who invents rules to exercise authority creates problems to stop work, and generally acts in a manner conducive to a feudal lord over the taxpayer, to pick winners and losers through government magnanimity, rather that specific individual bureaucrat’s magnanimity.  Well, the bureaucrat has one thing correct, their enmity is destroying America!

New Mexico is facing a severe teacher shortage, Albuquerque Public Schools (APS) is facing not only a significant teacher shortage but also remains completely clogged with bureaucratic drones that thwart efforts by people to help meet the teacher shortage and improve education in New Mexico’s largest public school district.  With a regular need for 300+-substitute teachers and pages of teacher openings, logic would say, “Let us innovate, create, and participate actively in alternative teacher licensure programs to fill this teaching gap.”  Herein is the mind of the bureaucrat most obvious; APS refuses to participate, sponsor, host, or help those seeking a teacher license a path forward to obtain a teaching license through alternative licensure.

Government Largess 2The APS bureaucrats did three things this Summer, they hired Kelly Education Services to attempt to improve the substitute teaching pool.  Except, the contract with Kelly does not go into effect until October 14th, the better part of two months after the school opened for a new year. The bureaucrats over substitute teaching, never changed the convoluted and insane practices to reduce costs and help those seeking licensure to afford to become substitute teachers.  The school board approved a much-needed pay raise for fully-licensed teachers; while minimizing the opportunities for alternative licensure, and increasing the paperwork and procedures to become a licensed teacher. As well as making the current teachers suffer more under onerous district mandates.  The mind of the bureaucrat is entirely on display, and APS’ actions constitute child abuse!

APS is also suffering from a school principal and other administrative staff shortage.  Between NM State and APS, the bureaucrats have created a system of public education geared to keep those students in poverty, as far away from education as possible.  To continue to actively seek ways to prevent students from learning, by providing lower student standards, less emphasis upon reading, writing, and arithmetic, all the while continuing to rely upon “magic-bullet” expensive programs that cannot deliver, due to the bureaucratic interference, by APS.  The NM State Professional Licensure programs are replete with hurdles to stop, thwart, and actively protect the APS bureaucrats.  Hence, NM State is guilty of child abuse, by protecting bureaucrats who keep students from becoming educated.

Today, I drove from Albuquerque, NM to Santa Fe, NM, specifically to the New Mexico Professional Licensure Bureau, to have a conversation with the state officials regarding alternative licensure for teaching, and to renew my substitute teachers license.  My conversation lasted less than five minutes, with a bureaucrat who represents the epitome of a useless bureaucratic drone.  The bureaucrat fell back on answers using policy, blame-shifting tactics, that included answers that provided no information and was intended to frustrate the applicant; all while acting like I was an interruption to her day.  The cubicle secured room behind the “service-window” has piles of work laying in dusty dormant heaps throughout the office walkways.  The office ambiance resembled a sleeping cave, where the lights are turned low, and with tall cubicle walls; thus, it is apparent the bureau is not home to efficient work.  The office has a “service-window,” where the applicant can approach and attempt to conduct business.  But, to contact this State Office, you must first run the gauntlet through rent-a-cops with Schutzstaffel (Nazi-Germany SS Para-military troops) wannabes standing “guard” in the front of the building.

Department of Homeland Security, you have created a monster, and the blame is all yours!  SCG, no website found, is the current contractor to Homeland Security for the Federal Buildings in Santa Fe, NM.  These Rent-a-Cop Bureaucrats think that they can judge how a person is feeling, and deny access to a Federal Building based solely upon their discretion, and personal opinions of the citizen entering the building.  I have now had this same issue at three Federal Buildings in NM.  While I was very disgruntled the first time this occurred, by the 15th time, I can only say, “Department of Homeland Security, please cease hiring snowflakes, rent-a-cops, and thugs as “security” for Federal Buildings.”  Better still, train them in professionalism, dignity, and how to do the job you have hired them to perform, without hassling the citizen trying to conduct business in a Federal Building.  Security at a Federal Building should not be the first hurdle a citizen must navigate to reach the bureaucrats.

I asked for a supervising officer when the “security officers” began hassling me, and was told, “You can be detained for trespassing in a Federal Building.”  I asked them, “Under what charge?” Then was told a bunch of legal mumbo-jumbo, that was not accurate!  One officer pulled out a cell-phone and supposedly called the officer in charge (OIC), and related a bunch of lies to inflate his reasoning why he was hassling me, and refusing to allow me entrance.  I asked again for an OIC and was provided a lecture in a wild attempt to justify their continued unprofessional behavior, for my attempting to enter a Federal Government building.  I was threatened, again, with being detained, and then they “mercifully allowed” entrance, provided I was escorted to the NM Professional Licensure Bureau, to ensure I was not going to “cause an unprofessional scene.”  I was followed to NM Licensure Bureau, and one of the officers entered into the bureau to report me as a “difficult person” to the staff in the office.

Government Largess 3The mind of the bureaucrat looks for every opportunity to thwart a citizen in interacting with the government, that citizens hired through the ballot box, where the bureaucrat can then pick winners and losers in receiving government largess.  The best line of this interaction, “We are here to protect the workers in the back, from people like you.”  I was then told how disgruntled people, frighten, scare, intimidate, and disrupt a “professional” workplace.  Upon exiting the building without any answers or receiving assistance, I saw the woman who kept popping her head up on the second-floor atrium where the elevators let you off, who witnessed this interaction, talking in hushed and hurried tones with the single officer remaining in the front, as the officer that “escorted me” was still not back on duty at the security checkpoint.

To recap, a “security officer” considers it his duty to be off-station, at a two-man security post, to attempt intimidation of a citizen needing to conduct business.  Two “security officers” harass and hassle a person entering the Federal Building because they collectively decided the citizen’s attitude was not “sufficiently professional” to obtain entrance.  The “security officers” do not know the law, and cannot execute the law faithfully and without bias.  The only recourse available to the citizen is to swallow this abuse, harassment, and profiling, to rescue their day and complete the work they need to accomplish to obtain employment.

Department of Homeland Security, you are directly responsible for the wasted time, energy, and the idiocy of the two “security” officers at 120 S Federal Place, Santa Fe, NM on duty on 19 September 2019, at 1300.  Just as I hold you in contempt and responsible for the continued actions of bureaucratic “quasi-security officers” in Albuquerque, and I have filed more complaints against the unprofessionalism and ridiculous disregard that oozes from the pores of every single rent-a-cop in Federal Buildings experienced in New Mexico.  I cannot fathom how or why I have these access problems only in the Federal Buildings in New Mexico.  I have not had a single issue in Arizona, Colorado, Utah, Wyoming, and a host of other places across America.  I will congratulate, and thank you, for the attempt at correcting the issues at the Federal Buildings in Albuquerque, as that situation has slightly improved; now fix the rest of the bloody Federal “security officers” in the state of New Mexico.

America, we have a significant problem with the government, it started in the 1930s when the government took advantage of a catastrophe to seize power from the citizens, and this problem has only increased in the almost 100-years since.  The bureaucrat that works in serving the public is an extension of the officers elected in the ballot box.  Thus, I implore; please hold those elected accountable for the drones, the power-hungry, and those who consider their work on the public’s behalf as executing government largess, responsible and, accountable.

“We may define a republic to be … a government which derives all its powers directly or indirectly from the great body of the people; and is administered by persons holding their offices during pleasure, for a limited period, or during good behaviour” [Emphasis added].  – James Madison

Only those elected can positively influence the actions of the bureaucrat hiding in their cubicles lording their power over citizens.  Only those elected can be held accountable and responsible for what the workers and staffs do in the name of those elected.  We, the legal citizens of America are the government we elect, and I advocate the position that I am not a peon, serf, or “huddled mass” beholden to the government.  The government, from the local dog catcher, school board, and judge to the President of the Republic of these United States, is beholden to you and to me.  Those bureaucrats hiding in offices that make your life so difficult are obligated to us as well.

Image - Eagle & FlagI refuse to be the property of the government, standing like Oliver Twist, begging for slop from fat and repugnant government officials.  America, we deserve a more responsive government, our Constitutional Rights declare that the power over the Government is ours to hold, and the government must come to us to ask for more.  Let us use the control we hold and demand accountability and responsibility from those elected.  Where those elected are requiring compliance, and keeping those working in public service accountable for the abuse and mistreatment the citizen receives at the hands of bureaucrats.

Reference

Charles A. Reich, The New Property, 73 Yale L.J. (1964). Available at: https://digitalcommons.law.yale.edu/ylj/vol73/iss5/1

 

© 2019 M. Dave Salisbury

All Rights Reserved

The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.

Defining Customer Service: Some Examples – Shifting the Paradigms

Gitomer’s, “Customer Service is Worthless: Customer Loyalty is Priceless (1998),” customer service has changed in ways that motivate me to investigate, cheer when found, and when negatives are experienced I want to help fix the problems. Several books and research papers in my library confirm every point Gitomer makes; thus, the following four interactions are compared to Gitomer’s text to supply solutions that can be benchmarked as Gitomer is much easier to read. The intent of this article is to power enthusiasm for change in how customer service is found and improved to inspire customer loyalty.

The Chase bank app delivered an error that made no sense. I called the “Mobile Banking Line,” and then was transferred to another department with “tech-savvy people who could assist me further.” Those representatives were not only unable to aid, but they also could not understand the problem as described, and offered a “local branch.” Upon learning that I lived 264 miles to the nearest Chase bank branch in El Paso, Texas, the representative had no other solution, offered no additional explanation, and for being a senior, tech-savvy representative, was less useful than the first representative I spoke with. Thus, I drove the four hours to El Paso, to be at the Chase Bank branch by opening. Not only was the teller having difficulty performing the transaction, the Chase Bank “Customer Service Star” desktop guide posted where I could see and evaluate performance. I was correctly greeted, in the standard big bank demanded-greeting that means nothing and has no humanity, good-job. Everything after that went downhill. When the teller was told that the El Paso branch is the “local” branch for Albuquerque, NM., there was no response. Eventually, the transaction was finally completed, and I was offered a big corporate bank, no humanity farewell, good-job. For a transaction that I can normally complete on my phone, to take 25-minutes in the branch, after a four-hour drive, you would think the teller would have cared, responded, or simply had humanity.

Gitomer offers several suggestions that a customer needs; I offer the most critical customer need, “Response!” When the customer begins a conversation about having to drive from another state to your location, respond. Show an attitude of gratitude, express amazement, ask about the trip, but to ignore the customer and only focus on the transaction, I could have stayed in Albuquerque and gotten that response from the telephone line. Gitomer claims the best customer variable is loyalty. Washington Mutual was my bank; I was loyal from the first thing in the morning to the last thing at night, I told everyone to change to Washington Mutual. Chase acquired Washington Mutual during the banking crisis, and I have been provided a reason to be loyal to Chase to date. I have not been presented a reason to enjoy banking with Chase. Why; because every transaction is ruled by the corporate thinking and inflexibility of big banks who consider themselves “Too big to fail.” Well, lose some more customers, keep ignoring the customers you still have, and another merger to an even bigger corporate bank will be the future.

AT&T, there are several issues in the following story of recent customer service. Frequent readers of my articles will see a common trend, training. Here is another matter where training wins customers. February, I called AT&T looking for a solution; I got a larger price plan and thought all is well. March, I am introduced to the mouse print and discover that “Unlimited Data” has several limits; who knew, obviously not the AT&T telephone representative, or the online Chat representative, I had to visit a local store for an explanation. April more calls to the telephone line, more guesses to close the call. Another visit to the local store for help. Like the shampoo bottle’s instructions, “Wash, Rinse, Repeat” May, June, July, and August will see me going into the local store again on Monday. I promise, my trips to the store are not because I am finding customer service, especially since I must keep dodging sales to get questions answered. AT&T, what is your company training philosophy, procedures, and strategical and tactical reasons for conducting employee training? The current results are not satisfactory, and that problem is not improving.

Gitomer discusses how converted employees become loyal employees. I was a converted and loyal customer to Cingular Wireless, which was bought by AT&T. I was a converted customer of Alltel, which was merged into Verizon and AT&T. I was converted to these companies for the service, clarity, and the lack of mouse-print conditions that the employees do not even know or can explain. Banking and Cellphones have something in common, the product is remarkably similar, and the service provided by employees is the only separating variable between your company and your competition. Chase, AT&T, where is the employee training on distinguishing service and building customer loyalty?

“#6 WOW! Variable: Truthful – Customers want the truth! The customer will find out eventually, so you may as well start with the truth – [especially] if [the truth] hurts” (Gitomer, 1998, p. 97; emphasis mine). AT&T, please heed! Chase, you might want to have the same conversation in your call center as well. When customers start with the telephone line looking for information and receive a lie, you are building a customer event that will cost your company customers! Lying loses customers; this equation should be the number one discussion with every employee. I have spent hours on the phone receiving one piece of information, only to walk into the AT&T store and get handed more mouse print. Thus, when training, emphasize the need for clear, concise, truth; served openly and with conviction.

Like many US Military Veterans, I am regularly stuck between two bureaucracies in dealing with the Veterans Administration. However, there is nothing more frustrating than getting the same issues in non-government health administrations. Corporate medicine began in the late 1980s in America, and since then community hospitals have become giant behemoths where bureaucracies reign.  These establishments have yet to understand they must pay attention to the customer/patient, not the insurance company, and indeed not the voices in their heads. Hospital directors, leaders, and providers, what do you do when a patient/customer walks in with cash and asks for service? I walked into the University of New Mexico, Orthopedics Department, plopped $2000.00 in cash down and asked for 60-minutes of time with any provider who was available for a letter I need. Records were available, x-rays, MRI’s, and a host of data. The letter would take less than 60-minutes, and I do not know anyone who would turn down cash and a payday of $2000.00 for an hour or less of work. Yet, not only was I turned away by the bureaucracy, I was informed I would have to travel an hour to another location instead of where I was, because I had been treated there two-years prior. But, I would still not be able to obtain the letter I needed as the other department is neurology. To receive treatment at the specialist demanded by the VA bureaucracy, I must first find a primary care provider who would refer me to a specific provider in orthopedics, before I could finally discuss the potential to fill my need.

Gitomer talks about this principle. The customer does not care about your processes, procedures, policies, and propaganda. The customer cares about what they need, what they offer, and how to obtain what they need. When I called AT&T this week, the third person I spoke with started every answer with “I apologize.” The UNM representative did the same thing in refusing my money and their services. The UNM representative also pulled the “Let me check” run out the office, reappear, helpless, act, to attempt actually to be helpful. The same act is done by telephone representatives who place a customer on hold to “check with a supervisor.” The customer knows what you are doing, and I, for one, am not impressed! Gitomer emphasizes on this point, and if the apology does not come with a solution that gets the customer to what they need, the apology is an excuse that is lame, weak, and useless.

03 August 2019 email messages were sent to three Federally elected representatives of New Mexico, Congresswoman Debra Haaland (D), Senator Tom Udall (D), Senator Martin Heinrich (D). I asked them if they were interested or cared about the veterans in their districts and what is occurring in the Albuquerque VA Medical Center. Their silence testifies to their disregard to their constituents. Unfortunately, this treatment or abuse of their constituents is not limited to the few representatives from New Mexico. Friday, I received a boilerplate email response from Senator Tom Udall’s staff, auto signed, with wording that clearly claims, I do not care about you or your issue, leave me alone, and stop bothering me. As the sole respondent in three elected officials, as the customer, voter, and citizen, I am not pleased!

Each of the above situations breeds a question; “Why should I remain a customer, patient, voter?”

The solutions are clear:

  1. Train employees. Encourage employees to walk customers through different solutions using the truth mentally. Apologize only when you have a solution and mean you are sorry. False apologies are as useful as a blunt needle, you might get the job done, but you are going to drive yourself and everyone else crazy doing the job. Show why training is occurring. State the strategy, so the tactical actions requested make sense to those being trained.
  2. Respond to the customer. Active listening is only half the communication effort, forming proper responses means building upon what the customer said with your response. Failure to respond appropriately, and the customer situation is worsened for the next person to communicate with this customer.
  3. Gitomer asks the following question, “What will it take to end measuring ‘[customer] satisfaction’ in your business” (Gitomer, 1998, p. 257)? I guarantee that the answer to this question is going to cause significant angst in why and how you communicate with customers. I am fairly certain, the answer to this question is going to disrupt every communication channel’s operations and daily tactical actions requiring a review of operational strategy. Business leaders, do you dare to ask the question? Are you prepared for the answer?
  4. Gitomer, Chapter 16 (p. 234-248) details change and how to make the change effective in your operations. The 10.5 points are useful, but what comes next is the best plan for moving forward successfully.

Leading to the final question:

“What will you do now?”

 

Reference

Gitomer, J. (1998). Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. Atlanta, GA: Bard Press.

 

© 2019 M. Dave Salisbury

All Rights Reserved

The images used herein were obtained in the public domain, this author holds no copyright to the images displayed.