The Role of Customer Service – Find Solutions!

Bird of Prey24 September 2021 UPDATE:  For the record, the doctor’s appointment forming the central element of this article was with Advanced Neurology Epilepsy & Sleep Center (ANESC), Dr. Aamr A. Herekar M.D.  The staff are now trying to report that I was threatening, demanding, insulting, and reportedly told the commando secretary to “sit on my lap.”  All of which I strongly and hotly contest.  I was at all times professional, but firm.  I did not swear.  I did not insult the staff.  I did not breach professional conduct.  I have never asked any male or female to EVER sit on my lap.  When told to get a face shield, I went to my vehicle, retrieved the face shield, and wore the face shield for the appointment.  For the commando secretary and other staff to accuse me of this behavior is disingenuous at best and I am glad to be rid of this provider.  If you are in the El Paso, TX., are, beware if you are referred to this clinic!

I do not care if there is a pandemic or not!  I care even less if there is sunshine or rain, wind, snow, sleet, or hurricanes.  Guess what; neither do those people expecting customer service.  They want solutions, and when they do not obtain solutions, that customer will be looking at your competition and wondering if their needs can be met elsewhere.Angry Grizzly Bear

Let me set the scene.  I have a follow-up doctor’s appointment this morning.  I traveled more than an hour for an early morning appointment, which included surviving multiple school zones, crazy rush hour parents trying to get kids into school and themselves onto work, and the inevitable school buses working tirelessly to deliver children to school safely.  All of this I can accept; I agreed to the early morning doctor’s appointment as I need to do things this afternoon.  Upon arrival at the doctor’s office, I am greeted by a commando secretary, who knows I have a breathing problem and cannot wear a mask.  Who invents a reason to deny me care.  She calls a supervisor, then “politely” invites me to a back room to try and tell me off.  She then walks out when I suggested she had two options, move my care to another neurologist or have me wear a face shield, and I was leaning towards option 1.

Since January, this scene has repeated itself more than 10-times in two different states, and frankly, I am sick to death of customer service people who refuse to look first for solutions!  Your first duty in customer relations is to find solutions, not complain someone is not wearing a mask, not embarrass, isolate, and denigrate.  Your entire mission is to find solutions that will work with government mandates, business policies, and customer needs.

?u=http3.bp.blogspot.com-CIl2VSm-mmgTZ0wMvH5UGIAAAAAAAAB20QA9_IiyVhYss1600showme_board3.jpg&f=1&nofb=1For example, I was a new patient at a medical clinic.  I explained my mask predicament, and the business already had a procedure to protect those wearing masks and accommodate those who could not wear a mask.  Better still, it did not require a supervisor, it did not require special approval, I did not have to be embarrassed by office staff judgments, nor did I have to fight for my right to breathe.  Two different medical offices, two wildly different approaches to the same customer problem, and two phenomenally different solutions and different mental strategies from staff to provide customer service.

Was discussing cellphone service providers; provider one has deplorable customer service, provider two is not much better, and there is no third option.  I asked about solutions for small businesses to compare between the two providers and was aghast at the lack of interest in providing help to owner/operator small businesses.  I do upwards of $3600 in cellphone business a year; yet, even though I have five lines personally and pay for an additional one for my spouse, and am a small business owner, the cellphone provider is not interested in looking for solutions for small businesses.  Is it any wonder that customers are looking for options to ditch their phones?

Call Center BeansInternet providers are another huge pain point for me and my business on the topic of service providers and detestable customer service.  After moving, I am paying double for my Internet service connection, not paying double for the same speeds.  Paying double and not getting similar speeds.  Worse, the customer inattention has gone downhill since I was last a customer of this company 18-months prior.  I have been told that deregulation is why Internet providers cannot compete fairly in markets and scoff.  I have been informed, several times, that the reason the costs are so high for Internet connection is from outdated equipment.  I have scoffed again.  When Google tried to muscle into Phoenix, the current Internet providers threw an unholy fit, and Google was rejected the permits through legal, regulatory means.  Apparently, competition continues to be anathema to cellular phones and Internet service providers, all while these same providers abuse customers and refuse to perform basic customer service, such as finding solutions!

What is the solution; I offer the following as potential places to begin launching a customer service revolution.

    1. Commit to finding solutions first. Quicken Loans is one company I know that asserts that they want to say YES before saying no.  Commit to the same; demand your people learn how to say YES!
    2. This might sound old-fashioned, but believe it or not, it works. Smile and say please and thank you!  When you are thanked, say you’re welcome.  Manners matter in setting the tone in customer relations.  A smile goes a long way to setting the proper tone.
    3. Another potentially old-fashioned idea, but worth considering if your front office staff looks rough. Customers will automatically not want to do business with you if their first impression is tattoos, body piercings, crazy hair, long nails, and scowling faces.  The doctor’s office, the lead office support person, is covered in tattoos, has a body piercing that draws attention to body areas that make professional interactions difficult to conduct. Her hair matches her demeanor, rough and disruptive.

Knowledge Check!Please note, I am not against tattoos and body piercings.  In professional settings, restraint is needed to show respect to the business environment and not distract properly.  The nursing staff all have tattoos, and they are not as disruptive as the lead office support person.  Others have body piercings on their faces, ears, heads, and body parts.  But, these are not distracting, and drawing attention to body parts best left unnoticed in professional settings.  There is a distinct difference between acceptable and unacceptable, and business owners will need to draw a line or be prepared to have problems with customers.

    1. Post in a prominent position what the customer commitment is and who to contact if customer attention fails. Want to raise awareness of customer solutions, post your commitment, and then live that commitment.
    2. Technology is wonderful; there need to be reliable replacement channels when you eliminate a communication channel. For example, the doctor I visited they do not have incoming phone calls.  You can text the doctor’s office, you can fax the doctor’s office, you can send messages through a group insurance website, and you can email the doctor’s office.  When you insist the doctor’s office do something to fit another bureaucracy, e.g., the VA, the office support staff through a fit and stop responding to text messages and emails.   So, not only is their attitudes inappropriate, the customer service communication channels are throttled intentionally to avoid angry callers.  Forcing patients to have to deal in person when technology is made to fail.

WhyCommit to customer relations, find solutions.  Commit to saying YES!  You will be surprised how fast people become customers and want to remain customers when employees representing your business are committed to finding solutions first and excuses NEVER!  End the abuse of customers; I know which doctor I will be ending my relationship with as soon as humanly possible, and I will leave online customer service reports.  Abuse me as a customer, and I will go out of my way to make sure other customers and potential customers know.

© 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.

COVID-19 – Authoritarians, Storm Troopers, Liars, and Thieves

Angry Grizzly BearSince February 2020, the world has seen COVID-Authotirarians, Storm Troopers, Liars, and Thieves rise.  I think it is time to start naming names and being specific that we will no longer accept this detestable behavior from government, media, community, bureaucrats, and those who have constantly been aching for a chance to exert authority over someone else!  Too often, I have witnessed these ignorant savages trying to overcome common sense and legal boundaries in the name of a survivable viral disease because the atmosphere has allowed the rise of stupidity masquerading as “Health Policy!”

The Secretary of Veterans Affairs

Monday, 26 June 2021, the US Mail delivered to me a letter from the Secretary of Veterans Affairs (VA), Secretary Denis McDonough, and cosigned by Acting Under Secretary for Health, Dr. Richard A. Stone MD.  Two people who were selected by the fraudulent president Biden for their political adroitness and not for their brains, experience, intellect, or even manners, and the letter received is proof!  Imagine sending a letter to all US Veterans using an attitude of childishness and the faux superiority of the intellectual elite to compare getting the COVID-19 vaccine to serving in the US Military, “AGAIN!”

Angry Wet ChickenWhat was the desired intent of this despicable piece of self-righteous trash?  I have had three calls to date from two different VISN’s and VAMC’s requesting me to get vaccinated, neigh demanding me to get vaccinated.  Yet, the VA cannot even answer simple questions about my concerns for the vaccination, including future sterility, why vaccinated people are only catching the DELTA variant, how the vaccine interacts with medications already being taken, the neurological issues and heart issues from receiving the vaccine, and the list goes on and on!  But the VA wants to send me a letter talking down to me and my intelligence trying to promote the vaccine and claiming this is like serving in the US Military again!

Quoting Colonel Potter, M*A*S*H 4077, “Bull Feathers!”

Governors who do not understand the Separation of Powers or the Rule of Law!

Governor Michelle Lujan Grisham, governor of New Mexico, Governor Gretchen Whitmer, Governor of Michigan, Governor Gavin Newsom, Governor of California, Governor Andrew Cuomo, Governor Phil Murphy, governors of New York and New Jersey respectably, and too many more who act like tyrants, think like spoiled children and run their state’s like the Federal Government is their personal piggy bank and all the citizens are private property.  We, the citizens, are sick to death of being held captive to your ignominious and deleterious policies, stupidity, and damnable insanity!  You have disgraced your offices, demeaned the rule of law, and distanced yourselves from any political redemption.Apathy

I look forward to the day when you are held legally culpable, accountable, and individually responsible before the bar of justice for your behaviors, actions, double-dealings, and waste of taxpayer funds!  You named, and those unnamed who are cohorts in crime, have been the cause of unemployment, businesses shuttering, economic disaster, all for personal gain and individual ego, and your reigns of terror are, hopefully, soon to end in Federal Court and an Orange Jumpsuit!  You have betrayed the honest citizens in your states, and when they awake and arise, blessed change will follow, for there is nothing more dangerous than an honest man betrayed!

US Senators, US House of Representatives, and Every Legislator Elected in the United States

cropped-bird-of-prey.jpgEvery one of you should be ashamed!  Each one who has sat by and watched your governor or president be the flaccid media mouthpiece of cheap science, faux interest in public health, and have voted to create inflation, destroy businesses, livelihoods, and communities, while cheering the destruction of law and order, you also need to be held accountable for your culpability in this most disgusting and distressing event, COVID-19!  I absolutely require your retirement packages, repayment of all funds, and a dishonorable discharge from public service for every one of you!   Why have so few of you even asked the simple questions regarding COVID; for example:

      • Why is COVID different from every other viral disease in the world?
      • Why do we need to “fast track” a vaccine using untrusted, untried, and unknown technology?
      • Why is a Chinese Viral disease able to shut down economies, close businesses, close churches, and close everything but big box stores?
      • What is different about COVID, a viral disease less dangerous than any other viral disease shipped from China with a higher survivability rate, able to throw the entire world on its ear?
      • How did Fauci go from approving Hydroxychloroquine in research to being against Hydroxychloroquine for the same COVID viruses he wrote peer-reviewed research papers?
      • Why was common-sense medicine thrown away for personal suffering at home until those susceptible to COVID were dying?

You were elected to represent the best interests of ALL your electorate, not the special interests, Big-Tech, Big-Pharma, Big-Box retailers, but the common citizens, and you refused to perform your primary function!  Legislators have only two jobs, write common-sense laws that support the best for all citizens, honoring the US and State Constitutions, and scrutinizing the legislative branch!  That is your entire job, and too many of you have failed to even show up for work.

Yes; you who have sat around and done nothing to protect citizens from run-away government are guilty, culpable, responsible, and need to be held accountable in front of a judge for your lack of job performance!  Justice demands you to be held responsible.  You will be held liable and accountable.  I long to see you in distinctive clothing, carrying sandwich boards advertising your crimes, picking up trash, pulling weeds, feeding the hungry, and doing other public services until all the funds you have squandered, and the pain you have inflicted has been paid off!Plato 2

Neighbors and Bureaucrats

America has always come together in difficult times, relying upon our neighbors and communities for strength and support.  But those who have used COVID as a means to exercise dominion, creating rules and policies at a whim, demanding obeisance, and using fear of a public health emergency instead of logic and calm-headed reasoning should be utterly ashamed of yourselves!  I have watched neighbors, friends, families torn apart by COVID Storm Troopers who have used faux science, media talking heads, and the most abysmal behavior exercising control, and this behavior must cease immediately!  When government fails, bureaucrats lose their voice.  Well, the government has failed, the bureaucrats have lost, and it is time for a reckoning with the citizens who have been cheated, defrauded, and penalized!quote-mans-inhumanity-2

Neighbors and Citizens

Do you realize that you have had money stolen from your pockets through inflation, taxes, and a run-away government?  Do you understand that through media talking heads, faux science, and out-of-control legislative branches of government, your liberties, rights, and freedoms have been stolen and replaced with socialized government?  In fact, the socialization of the government began before COVID, and this was done to directly penalize you for crimes you have never committed and enlarge the pockets of career politicians!  Are you aware of how close the US Constitution has come to being irrelevant, overtaken by a socialized/communist government?  How concerned are you that your heritage, your legacy, and your family are about to be wiped out through government actions taken in capitals and applied on main streets, and the bureaucrats are laughing all the way to the bank!

VaccineCOVID is the virus with the highest survivability of ALL the Chinese viral diseases unleashed since the early 1990s; yet, COVID is the only virus to impact the world, as we have witnessed since Jan//Feb 2020.  Why is that?  Why is COVID powerful enough to change governments to demand green/health passports to enjoy food and drink in an outdoor café?  Businesses owners, why was COVID allowed to close your businesses?  None of the other Chinese Viral diseases were allowed to close you down; why was COVID allowed?  The Ebola outbreak in the last years of Pres. Obama was insufficient to close schools, businesses or demand health checks, and health passports; why was COVID given this honor?

What is Politics?

Knowledge Check!Politics is too often a word with so much baggage; people become confused and stop listening after hearing the word politics.  According to Webster:

As a Noun, “the activities associated with the governance of a country or other area, especially the debate or conflict among individuals or parties having or hoping to achieve power.”

  • The activities of governments concerning the political relations between countries.”
  • The academic study of government and the state.”
  • Activities within an organization that is aimed at improving someone’s status or position and are typically considered to be devious or divisive.”
  • A particular set of political beliefs or principles.”
  • The assumptions or principles relating to or inherent in a sphere, theory, or thing, especially when concerned with power and status in a society.”

As a Verb, politic/s is derogatory and is defined as “engaging in political activities.”

From Old French Politique “political,” Latin from Greek Politikos, and Politẽs “citizen” and Polis “city.”  Thus, we have described the term politics in all its glory and inhumanity.  Is the term more understood?  Politics is a descriptive tool used to identify certain human activities where power is sought, and devious means and divisive gestures are employed to obtain that power.  Every action tied to securing power through devious means and divisive gestures is politics or political, meaning derogatory.  For those needing more, derogatory is “showing a critical or disrespectful attitude.”quote-mans-inhumanity

COVID has only EVER been about POLITICS!  Meaning that those exercising political leadership positions have a derogatory view of you; the common citizen, those of us who elected them to power.  The politicians are in the “political game” to demean, abuse, and destroy you.  Mad yet?  Feeling betrayed?  We, the citizens, need to restrict our consent to be governed, recalling all the politicians and demanding they be held accountable for creating the mess America is in!  I am not talking about being violent, I do not condone any violence, but I demand the Rule of Law be applied to those who have abused the law, usurped power, and exercised dominion!

© 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.

NO MORE BS: Literacy and Liberty

Gadsden FlagThere is a legal axiom that everyone should know and fear in the biblical sense, “Ignorance of the law is not a valid excuse.”  When I first heard this hypothesis, my initial thought was, “How totally bogus!!!”  As I have learned, as my literacy levels have climbed, and as my understanding has deepened, I understand the principle in this axiom more completely.  The principle is not to sow doubt and fear in a populace but to promote learning because liberty is both precious and easily removed.  As a point of reference, the preciousness and removal of liberty have been studied. Through their ignorance, those who are illiterate of the law are more susceptible to be disadvantaged by the law.

How did the housing bubble happen?

Sure, the government reduced regulations, played with interest rates, and created the problem.  Banking is a business, and the first rule of business is to return profits to the investors, so the banking industry dove headfirst into getting people into homes.  State governments helped fuel this problem with deregulation, tax breaks, and incentives, increasing their debt levels to invest in housing people.  I will fully support that everyone involved possessed altruistic motives: altruism, the belief in or practice of disinterested and selfless concern for others’ well-being.

Detective 2Except … research supports the conclusion that despite fairness doctrines written into laws, illiterates are more disadvantaged in legal dealings.  Never forget, functional illiteracy was a desire of Dewey in the late 1860s as a means of reducing the power, liberty, and freedom of populations through K-12 education.  We must start understanding the origins of the problem to empower and plot a working solution.  Academic research is purposefully vague and inconsistent on the lines of congruence between functional illiteracy and individual wealth and economic mobility, all while taking advantage of the inconsistencies where the law is concerned.

Stevens (1985) reviewed the data and found a relationship barrier, “the crudeness of the literacy/illiteracy measurements, and a finer distinction was required.”  The data he used was from the 1870s and showed that literacy barriers were dependent upon age; the older the person, the less likely they were to be literate and more likely to be taken advantage of by the law.  Does this sound familiar where the housing bubble was concerned?

Root Cause AnalysisJen Deaderick, writing for the National Bureau of Economic Research (NBER; 2018), provides vital insight into how hard and deeply the housing bubble affected lower-income people and minority populations.  One of the more brutal consequences of the housing bubble was the extreme credit card debt carried by lower-income minority populations and how these populations have never recovered to 2007 income levels.

Demos and NAACP co-authored a research report declaring how credit card debt in lower-income and minority households is seen as a “safety-net.”  While these populations are actively working to pay down their credit card debt, the credit card usage remains high, and the pay-down and usage cycle hinders wealth growth.  I have now asked this question of school boards in several states and with teachers in high schools, “Why is economics not taught in high school?  Especially how to budget money, creating money, money intelligence, etc.”  The answer is always the same, “That is a good idea, but there is no time or interest in teaching those uninteresting topics.”  I have found that teachers are some of the highest credit card users in the various professionals, far outstripping commissioned salespeople.

Returning to the premise that functional illiteracy, chiefly where finances and the law are concerned, sees a tremendous and disproportionate abuse of lower-income and minority people at the hands of contractual law.  According to the law hypothesis stated above, their illiteracy is their fault, and thus the abuse is their problem.  Yet, if a person’s illiteracy was purposefully inflicted upon them by, say government, who is responsible for the illiteracy?

Oops!I fully submit that after K-12 Education, a person is recognized as an adult, fully responsible for their actions or inactions based upon what they learned in school, to become a productive member of society.  I have learned and am still learning tough and difficult lessons regarding personal literacy and financial decisions, literacy and law, liberty and literacy, and much more.  Yet, I read, I try to expand my mind, I make choices and suffer or enjoy consequences based upon those choices.  I understand the process because I have wanted to know more.

Research on reading shows that a vast majority of Americans never read a book after high school, including those who go onto college.  Worse, many students in junior high and high school never read a book; but complete reading assignments using search topics and Google.  Why; because being literate is considered “nerdy,” “reading is difficult,” “reading is not intellectually challenging,” and the excuses run on ad nauseam and ad infinitum.  All of which has been the aim of the acolytes of Dewey and Wundt since the 1860s.

Stevens (1985) expressed an idea important to literacy and freedom.

It is obvious that if literacy skills are required to exercise voting rights, for example, the worth of liberty for the illiterate person is severely diminished.”  In the decisions of State v. Sweeney (1950) the Court argued for “equal opportunities under the law,” but added: “lt is not possible for constitutions or legislation to make all men equal in understanding, intelligence and education.”  State legislation tended in the direction of equality of education even to the point of “compelling the youth of our country to take advantage of these opportunities.” But the Court acknowledged that “in every phase of our social and civic life, the uneducated man is at a disadvantage.”

Detective 4Except the case can be made that the State, with the Federal Government’s aid, has created the uneducated person, purposefully to abuse a population for political power.  When teachers tell a student they cannot learn, need Ritalin, are dyslexic, as agents of the State, they are declaring the student’s potential—locking the student into a life of purposely being taken advantage of by contractual law and other forms of law.  Who gave the teachers the right to demand a student be placed on harmful drugs to exist in a modern classroom, the State.  Who gave teachers the authority to diagnose a student as “dyslexic,” the State.  Why were teachers granted this power; why was the power stripped from parents; because Dewey wanted to control populations through literacy ability.  Dewey considered a literate person a danger to society, following an unnatural god, and possessing the power of a tyrant because they knew their language and could express themselves.

My next younger brother, Steven, is an imaginative, brilliant, and incredible person.  But, he got frustrated when trying to learn; the more frustrated he got, the more unbearable to be around he became.  Years of being told to shut up, sit down, and pay attention, has left him a shell of a person.  Teachers actively refused to answer his questions because he has a problem correctly describing the question in words.  He does not have a learning disability.  His brain works differently from the rest of a classroom population.  When he found a teacher that could help him, that was the height of his education in K-12.  He was passed onto another teacher to “be their problem” until he dropped out of school in frustration.  Unfortunately, in my family, two other brothers followed the same pattern.  Three lives have been blighted and wasted because the teachers measured potential by poverty and failed to educate, the school boards refused to teach and educate, and the State supported the teachers and school board.

Theres moreHow often does this story repeat in your family?  How often does this story repeat in your school?  How often does it repeat in your community, state, and nation?  The short answer, “Too bloody often!”  These are the people to whom the law abuses, contracts are a noose around their necks, voting ballots are a blur, and who will never leave the captivity of illiteracy!

Would you, the audience reading this blog, be surprised to find yourself in the same category as my brothers?  Abused by contractual law, abused by other laws, held in captivity due to your limited education and poor literacy abilities.  I am not judging you or your potential; by merely reaching out to find information and reading this blog, you are trying, and I commend you for your efforts and will help your progress any way I can.  But, we all have been abused, seen our potential limited, and lost liberties and freedoms based solely upon the education received at the hands of the State.  Surprised; I was when I started researching these topics.  Now, I find myself feeling more like a soaked chicken with a raging case of hemorrhoids.

Scared Eyes!Your command of your language has been intentionally limited, and each successive year, it has been reduced.  For example, while insignificant, my knowledge of literature is greater than my sister’s, and her command of the language is magnitudes greater than my youngest brother.  Want an interesting experiment, next time you have multiple generations of your family around, ask them what words mean and how to use them in sentences.  You will find similar generational gaps in literacy, even if those family members do not read.

I met an incredible family in Northern Ohio, 18 kids born to the same husband/wife team.  When the younger kids need help with homework, they call a big brother or sister.  Dad is a construction worker, very skilled with his hands, brilliant in planning and carrying out projects, but never considered “worthy” of higher education.  Mom is well-read, intelligent, and a savvy thinker, but the school boards deemed her potential.  In both cases, the school board was exceedingly wrong, but the hold was too powerful to shake.  Their story is replicated, maybe not with as many kids, from Maine to Washington, from Florida to Montana, and every stop in between, and it remains abhorrent to me!

LookYour potential to learn is not governed by what a teacher or school board has determined.  Your potential is only limited by you and your choices.  If you know someone who struggles, please help them, for you will find that empowering a mind to learn is the most incredible feeling in the world!  To know you have brightened a mind to shake off the shackles of captivity gives you the confidence to improve your own understanding and to repeat the feat!  Please, help end the abuse of the law, through literacy which increases liberty and freedom!  Because we are all connected, increasing liberty and freedom for one person increases liberty and freedom for everyone.  The truth is apparent, “One raindrop raises the sea!”

Reference

Stevens, E. (1985). Literacy and the worth of liberty. Historical Social Research, 10(2), 65-81. https://doi.org/10.12759/hsr.10.1985.2.65-81

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