I Need the WHY!

?u=http3.bp.blogspot.com-CIl2VSm-mmgTZ0wMvH5UGIAAAAAAAAB20QA9_IiyVhYss1600showme_board3.jpg&f=1&nofb=1By now, the entire world knows the who, as in the central characters in the farrago and cheap Kabuki Theater that has been our lives since 2020.  The list of nefarious and detestable characters leads only to politicization, chaos, and right now, the names of these characters need no further introduction.  I will not name these repugnant rapscallions any longer.

We are fully clear on the where, as in, we know the whereabouts of how this global Kabuki-Style charade originated.  Frankly, unless the consequences include the “Ryan Doctrine” and an entirely new government in China, additional discussion is moot at this point.  If you are unfamiliar with the “Ryan Doctrine;” it is a reference to John Patrick Ryan, the fictional character from Tom Clancy’s books, who claimed that if it is okay to send some 19-year-old kid to war, the political leaders are fair game, as much as that poor-kid ordered into battle.  Long have I supported this belief, having served in the US Army and the US Navy, listening to the political hosts banging the drums of war against Russia.  I am fully on board with the political leaders being in the same boat as the kids whose lives they are throwing away.

The what at this point is pretty simple; COVID-19 is a virus that was experimented into being through “gain of function” research.  As Senator Dr. Rand Paul has discussed ad nauseum ad infinitum with Dr. Anthony Fauci, the gain of function research scientists take a virus found in nature and make that virus more deadly and transmissible in a laboratory for human endangerment.  While the NIH continues to play “find the pea” games with the definition of gain of function, the simple version is stated and sufficient to my purposes.Knowledge Check!

The how is also pretty clear by now; the inability to close human interactions at the beginning of this virus debacle has led to the deaths of many people.  Human interactions are the number one problem in stopping the spread of any airborne, highly transmissible virus.  From the flu to pneumonia, and from SARS to MERS (two highly contagious and lethal upper respiratory viruses), and all the diseases in between, humans interacting is both the cure and the problem.  The problem, these viral diseases are spread through the air, and we share a lot of air between people.  The cure because sharing the virus, in its many variations, is how immunity in populations is increased.

Let me pause here for a moment.  Let’s talk about risk.  The risks you choose to onboard are how you build a life.  My risk tolerance is different from your risk tolerance, and while we might share some levels in our risk tolerances, we will be different, and in being different, we choose what to be exposed to, how, when, where, and why.  Humans have been making and exercising this freedom since the days of Adam and Eve and will continue to make this choice, without, and sometimes with, government boots on necks.

Where you set, your risk tolerances are choices, where you as an individual are exercising your moral agency.  These choices come with natural consequences.  For the government to interject and impose themselves into your risk tolerance decisions is immoral, unethical, and according to the US Constitution, illegal and illicit actions, and not only under the first amendment.  Please see my other articles on the topic for a more in-depth review of the US Constitution.

QuestionAs we have experienced these last two years, the when is pretty apparent, and restating more on when is wildly redundant.  However, since the Internet is forever, let me only stipulate the government has been running amok since 2000.  The gain in government over liberties, rights, and freedoms in the populations with representative government has only sharply increased since 2020.  It remains imperative that government from the city to the Presidential office needs serious reprimanding, shrinking, and curtailing!

Repeating only for emphasis, I need the WHY!  Why were all the pre-pandemic plans, government exercises, and 200-years of research in basic virology and virus management thrown away during this COVID-Kabuki?  Why have so many bureaucrats become rich, famous, and hailed as “the science” when basic science has been ignored, shunted to the side, and criticized?  Science is constantly debated, doubted, discussed, and repeatedly tested in a research laboratory and the real world.  Physics leaders debate gravity; medical researchers are always learning something new, reporting something new, and then testing the new to prove it has worth and value for study and learning.  Every field of science is learning through testing, re-testing, discovery, debate, and discussion of doubts.

Yet, for the last two years, all doubting of published, and heavily politicalized science, has been squashed by the thumb of government, and I need to know WHY!  Drugs helpful in treating the flu were refused for COVID, even though previous studies, done by the big names in the NIH, were politicalized, pushed out, and refused to people suffering; why?  Masks were mandated, even though every manufacturer is forced, by legislation, to admit these masks do no good in stopping viral particulate from entering the mask.  The body of research is growing discussing the efficacy of wearing masks during surgery and reflects that those wearing masks harm the patients’ undergoing procedures from doctors and nurses wearing the mask, increasing the potential for sepsis post-procedure.The Duty of Americans

Why are patients harmed; the mask was ONLY ever intended to help curb droplets of bacteria born from the mouth and nose of the medical personnel from dropping into the wounds and surgical area of the patient until new technology could be derived.  Follow the history of masks from cotton to paper and reusable to disposable, and you the truth is obvious.  Research is being conducted on the germ storm created on the front or outside of the mask that the doctor is then blowing onto the patient’s wounds.  Basic science can logically explain and expound upon this topic.  Unfortunately, as what occurred in 1846 to Doctor Ignaz Semmelweis, those with political power and a modicum of medical training are treating those discussing, debating, and doubting established “science” wickedly and immorally, while pointedly refusing and trying to dispel everyone who disagrees.

By the way, Dr. Ignaz Semmelweis was the doctor who championed hand washing and cleaning instruments between patients with a chlorine solution.  Consider medical treatment today; how many of you want your doctor or nurse not to wash their hands between patients?  Wear gloves?  And have ready access to sterilized medical instruments?  Another hot topic in hospital safety is pharmaceutical-resistant bacteria, viruses, and easily transmissible diseases in hospitals.  Want a topic to scare the hell out of you; read any paper on the problems with controlling sepsis, an easily spread illness for any patient having a medical procedure, where droplets of bacteria drop into the wound, sometimes from the masks of those performing the procedure.

Frankly, I prefer to see medical personnel in face shields rather than masks.  It is easier to hear the medical professional, the face shield is easily cleaned with alcohol one-time use swabs/pads, and I can listen to the doctor/nurse.  Plus, the same droplet control is achieved without the danger of passing droplets of bacteria into an open wound by surgical and medical personnel.  Upon looking at the research on masks endangering patients, how many medical professionals will switch to face shields and away from masks voluntarily?  Well, Dr. Semmelweis’ history shows us the answer is less than zero!  Why does history repeat itself so often; many people refuse to learn history to avoid repeating history.  But the real reason is that people with power refuse to listen to those with ideas and no power.  Dr. Ignaz Semmelweis died of the same disease he fought in maternity wards, sepsis (previously known as childbed fever).

VaccineWant to really be freaked out, scared into mental distress; read what the CDC reports on hand hygiene in hospitals and doctor’s clinics.  Very few medical professionals adhere to hand hygiene protocols to the detriment of the patient!  Yet, since 1846, almost 200-years, hand hygiene has been known as the best course of action to prevent spreading diseases, except the number one reason doctors and nurses don’t wash their hands is their personal beliefs.  I want to know why medical professionals, who are supposed to be embedded in learning and discovery, refuse simple science when it stares them in the face, resist common sense and logic, and inflate their egos when questions are asked.  Ever ask a doctor or nurse when the last time they washed their hands?  I was threatened with being kicked out of an ER for asking this question, wounds untreated, pain issue not resolved, all for asking the ER doctor if he had washed his hands recently.

Why did the WHO, the CDC, and so many other repositories of international science refuse 16-years of dedicated science about mask-wearing in the community and agree with the governments to force mask mandates onto the populations?  What changed in science; nothing!  What powered mask mandates; politics!  Where did masking healthy people as young as two-years-old originate; the warped and twisted minds of someone making a ton of money on mask manufacturing!  How did the masking of healthy people work out; it killed them through suicide, fear of hospitals, and through a fake sense of protection!  Want to know a truth; all of this was known, recognized, and understood through multiple studies, government training exercises, and real-world research as early as 2000.

Exclamation MarkI have to know why!  As a life-long learner, as a student of human interactions, an observer of groups of people and individuals, the why is the driving force in the five questions of study (who, what, when, where, how, and WHY).  I have been told to “Follow the money,” guess what, the money and the origin are similar.  I have been told, “It is political;” well, if that was true, where did the opposing party go?  I have been instructed, pointedly, by Federal Police Officers as they were arresting me because I physically cannot wear a mask.  My questions are ill-timed, inappropriate, and a public nuisance.  The political pandemic is all but concluded; my questions are not ill-timed anymore.  I want answers!  If this was a political exercise with a global bio-weapon, as postulated in March/April 2020.  In that case, I want the opposition party to start asking bureaucrats questions and drill down to answers!  It’s called scrutiny; exercise your elected responsibility!

As instructed in the book authored by Simon Sinek, “Start with Why!”  Why did governments steal power, authority, and liberty to demand mask adherence?  Why did the government push vaccination of a new and unstudied vaccine technology?  Why were effective drugs canceled to fit a political narrative while people were dying?  Why was a virus politicalized in the first place?  Look at the timing, and ask why the virus was released when it was released?  It is abundantly clear that the Wuhan Laboratory is deeply involved, which means the Chinese Communist Party (CCP) is deeply engaged, and people died.  Why can’t the world’s people hold the CCP liable for the virus release and resulting harm?  Why can’t Fauci be held responsible for investing taxpayer dollars, against the order of the sitting US President, in the gain of function research?

When asking who got richer, ask why they appeared to force non-pharmaceutical interventions (NPI’s) when these people stood to gain financially from those mandates of government?  Why did congressional representatives in the United States gain in measures above and beyond average market gains, all while people they were expected to represent in government died?Gravy Train 3

Before another question is asked, the media needs to answer why are they the voice box and cheer-leading squad of politicians?  In all representative governments, the media is supposed to be the third party, a neutral source, and a voice of the masses.  Why did the media forsake their job?  Why is the media always the lapdog of the liberal and progressive (regressive) parties?  Why did the press sell its heritage for a bowl of pottage?

Since the media refuses their job, and big technology is tied hand and foot to the press and politicians, like a warped three-legged race, why are the taxpayer dollars being used to enrich big-tech companies?  Why is a publicly-traded entity, big tech companies (LinkedIn, Facebook/Meta, Twitter, etc.), allowed into government offices?  Isn’t this the very epitome of insider trading?  Why is big tech even allowed to influence the government?  I need the why!

Why did the government take lists of the unvaccinated?  The political left has no morals, no compunction, and biggering the government is their god.  The political left is known for using any means necessary to get what they want.  Worse, the political left, and right, have proven untrustworthy, immoral, and unethical.  What happens next should be the second question answered after why!Detective

Finally, why did the religious leaders walk in lockstep with the government?  Sweden’s results are from following sound science, and they are better off than everyone else in the world.  Religious leaders have always claimed the moral high ground, even while “rendering unto Caesar that which is Caesar’s.”  Thus, we must know why the religious leaders did not protect their flocks and show authentic, inspired leadership?  Do you feel cheated by your religious and political leaders?  I have some concerns!

Please, don’t take my word for it.  Look it up.  My references are boldly stated to help you, not prove a point; research can only support a conclusion and proves NOTHING!  I have questions, and my research promotes more questions.  I would see you, dear reader, fully informed and able to ask your own questions.  In an ironic twist of inanity, the CDC reports the following, “glove use is NOT a substitute for cleaning your hands [emphasis inferred and mine].”  The research linked is a peer-reviewed document the CDC provides for doctors to promote more hand hygiene in medical situations.

?u=http3.bp.blogspot.com-CIl2VSm-mmgTZ0wMvH5UGIAAAAAAAAB20QA9_IiyVhYss1600showme_board3.jpg&f=1&nofb=1The science is in; this is a true statement, but changing the hearts and minds of people takes an inordinate amount of time that government interference only worsens!  If you reach different conclusions after conducting your own research, please use the comments to discuss, and include your research.  I am the first person to declare that I know nothing!

References

Miller, Ian.  Unmasked: The Global Failure of COVID Mask Mandates.  Post Hill Press.  Kindle Edition.

Pittet, D., Simon, A., Hugonnet, S., Pessoa-Silva, C. L., Sauvan, V., & Perneger, T. V. (2004). Hand hygiene among physicians: performance, beliefs, and perceptions.  Annals of internal medicine, 141(1), 1-8.

Vincent M, Edwards P. Disposable surgical face masks for preventing surgical wound infection in clean surgery.  Cochrane Database of Systematic Reviews 2016, Issue 4.  Art.  No.: CD002929.  DOI: 10.1002/14651858.CD00292

© Copyright 2022 – 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 images.  Quoted materials remain the property of the original author.

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.