PARDON: MY MANNERS?

image courtesy of tcdn.teacherspayteacher.com

image courtesy of tcdn.teacherspayteacher.com

Thank you.

You’re welcome.

Pretty easy, right?

At one time or another we were all taught that the proper response to ‘Thank you’ is ‘You’re welcome’.  It’s one of those basic  tenets of our society; like washing your hands – which is another rant but let’s save that for another day.

So why is it that we’ve lost (abandoned?) this simple convention? If you listen to any interview, from any source, you inevitably hear the interviewer say. “Thank you (fill in the name, position, etc., etc. HERE).

To which the interviewee replies, “Thank you (fill in the name of the interviewer, etc., etc., HERE).

When this happens – and it almost always does – my poor brain gets trapped in a waking nightmare of an ever escalating spiral of ‘over gratitude’.

I have been told that, in some cultures, there is a conscious effort to gain ascendancy over another person through lavishing every more elaborate gifts upon each other. Finally, the party which does not go bankrupt achieves the undying servitude of the ruined party (or some such nonsense. I love hyperbole because it helps me be lazy and still make my point.)

We’ve all seen the same thing happen with the payment of compliments. “I love your hair.”

Is met with, “Really? It’s not as long and silky (not silken -as it should be- but silky, kind of like mouthwash is ‘minty’ rather than  mint flavored, etc., etc., etc.) as yours is. I love your silky hair.”

This then prompts the next oneupsmanship salvo, “Silky? Really? I think it’s too limp. I wish I had your hair’s body.”

Well, enough of that but, you get my point. No one can let it rest. We HAVE to keep escalating. It’s as if we are driven to prove that we’re humbler, kinder, more grateful, more complimentary than anyone else.

Helpful hint here folks: It’s not a competition. There are times when we’re going to be on top and times when the other person is going to be there instead of us.

Unfortunately, because this habit has become so pervasive in our culture, I find myself slipping into it. When I do, I almost fall down kicking myself in the backside. I’ve even been known to backtrack and apologize to the other person before responding again with the appropriate rejoinder.

Perhaps that’s the attraction of Steampunk for us. It hearkens to a time when it was fashionable to exhibit more genteel manners. When paid a compliment, the recipient merely replied, “Thank you.”

In cases where a soupçon more gratitude is required the respondent may add, “You are too kind.” or some other such enhancer. But that’s the limit. Once the compliment is paid and acknowledged, the conversation moves on (or ends, as the case may be).

But in today’s ever more competitive world we can’t seem to do that. However, if and we realize this is a fantasy, but if you wanted to break the oneupsmanship of gratitude cycle, how might you respond?

We’d love to hear an exchange where the interviewer says something like:

“Well John, that’s all we have time for today. Thank you so much for coming on our show and discussing your new book, All About Conversation.”

And John replies:

“You’re welcome Melissa. It’s been a pleasure to speak with you.”

And that’s it. Nothing more is said between them. Melissa may go on to explain that John’s book is available at bookstores, published by so-and-so press, available in ebook form, or whatever else but the conversation with John is at an end. And a gracious end at that.

As a parting shot, I want to make it clear that this is not a new problem. It stretches back for quite some time. If you don’t believe me, watch the clip below. It’s from the 1937 Marx Brothers film A Day at the Races. (The true insanity begins about 57 seconds into the clip.)

Actually, it doesn’t matter if you believe me or not. Watch it anyway. You probably need the laugh.

Thank you for reading this.

GRATITUDE AND THE CUSTOMER SERVICE REP

image courtesy of laughness.com

image courtesy of laughness.com

Okay, that sounds like a non sequitur, right? We’ve all had those (alleged) customer service calls that are the grist for urban legend mills and comedic routines. The interminable hold; the obnoxious music assaulting the otic nerve; the rep who treats you like (1) an idiot, (2) a deadbeat, (3) an imposition on their nap time, (4) other; and the unresolved issue that requires you to move to the next level of support (where actual competent people may reside) so that you get to repeat the traumatic experiences you have just endured. By the end of one of these bouts of frustration it’s amazing that more of us don’t down a couple of quarts of Jack Daniels and declare open season on call center employees.

But you know what? It’s not always like that. We’ve recently had several encounters with customer service reps actually delivered … well … customer service. And not only do they try their hardest to help resolve the issue, but they do it with humanity and compassion. Not the empty –

CALL CENTER MANUAL, SCRIPT, ANGRY CUSTOMER, LINE 32: Apologize to the customer for the interruption of his/her/their service. (attempt to sound sincere here – we know you’re getting minimum wage with bathroom breaks only before and after your 8 hour shift [which includes two hours of unpaid overtime because you want to keep your job and we have a ready supply of willing cattle to replace you], but hey, these are our customers. We took their money for a crappy product or poor service but we want you to show that we really do care so, sound sincere, okay? We’re watching and listening, so make it good)

kind of apology but real compassion and understanding.

image courtesy of de.fotolia.com

image courtesy of de.fotolia.com

These are the kind of people who should be doing the tough jobs like interacting with the public, providing technical support, and yes – even collecting bills.

My old Polish grandmother used to say that you catch more flies with honey than you do with vinegar. Know what? The old girl was right. So, what do we do to cultivate more of these kinds of humane and helpful employees and help the rude, obnoxious, horrid ones go the way of the Dodo?

Our answer is positive feedback after your interaction. Not just to the employee; but to their bosses.

Take five minutes out of your day. Well, five more minutes. Ask for their supervisor’s name and a way to contact them. Sometimes they will put the supervisor on the phone but more frequently they can provide you with an email address. So, once you have that (and remember, your day is already interrupted by this issue that someone has courteously and efficiently resolved for you) take the extra few minutes to praise good behavior to ‘the powers that be’.

We like to include the following points in our feedback but you should customize your response to fit your situation and personality.

  • How much we appreciated the courteous and caring service
  • A brief summary of the issue and any high points of how the rep handled it
  • A request that your email or letter be included in the employee’s personnel file (at raise time or promotion time, we want to see this cream rise to the top)
  • A request that the letter be read at the next ‘all hands’, team, or section meeting so that workers are incentivized (I hate that word but it seems to fit. Please pardon its use.) to emulate the desired behavior
  • How the rep is a credit to the enlightened management style of the organization and the supervisor
  • Include a belief that they are more effective than the ‘beat them down and abuse them’ kind of employee
image courtesy of mnsu.edu

image courtesy of mnsu.edu

In summation, we’d like to suggest that, when we all find good works, we should praise them. Who knows? Maybe a little kindness and appreciation reflected back can only have a positive effect. As romance writers, we believe in that kind of thing. Try it. Maybe it’ll work for you too.