Paint Chips And Poor Customer Service

I readily admit that I am frequently not the easiest person to deal with. This is especially true when it comes to customer service calls. I do my best and have even made a more concerted effort as of late to be as nice and understanding as possible when I have to participate in these calls but sometimes it is really hard to keep my cool. I have been dealing with such a situation for the past two weeks as our insurance company which has had a tremendous track record personally has completely mucked up just about everything that I have called about and/or requested over the past month.

Thankfully, I have been able to keep my temper under control throughout this whole process but my patience is running thinner than [insert your cliche or original thought here]. And it hasn’t really been a matter of incompetence… as time goes on it seems to be more and more about laziness. I have made numerous efforts to communicate through email as well as by phone and I have even coordinated a time to speak with someone. When it came time for them to call at the time they promised, my phone failed to ring and no attempt at following up or explaining what had happened was ever made.

It has been a rather frustrating time especially knowing what exceptional experiences I have had with this insurance company in the past. Up until a few weeks ago I have had nothing but good things to say about this company but lately I have had to measure my words a bit given the last few people with whom I have had the displeasure of communicating (or lack thereof). And just think, this is without me getting angry, abrasive, or even difficult. I have done everything I can, within reason, to accommodate the company but have, as of today, nothing to show for it.

I would consider changing my insurance company but I have yet to see any rates anywhere near what we are paying. And I have given just about every agent and company a chance whenever they have popped up. It used to be great service and great rates and now it seems as though I am left with just the latter of the two. What’s even worse is that the most recent conversations with the insurance company they have tried to hard sell me all of their other offering before allowing me to resume my day. They may want to get better at their current job, complete their existing task, before even thinking about trying to sell me anything. And yes, I remained calm.

Shifting And Adjusting

The past week has been rather interesting regarding the phone calls that I have received. It began last week with a call from a trustee regarding one of the utility bills that we recently paid. It was just a matter of double checking that everything was taken care of and, honestly, I appreciate the personal interest that this brother, and many others like him, take in the lodge. They just want to see the lodge continue to grow and return to prominence… they have been and continue to be the gate keepers.

After a brief conversation I told him that I would double check and give the service provider a call just to make sure that everything was good to go. As soon as I hung up I immediately scrolled through my email, found the representative’s number, and gave her a call. As expected, everything was good so I thanked her for her time and got back to my usual work.

About 20 or 30 minutes later I got a call from an unfamiliar yet familiar number. I answered in my usual way and was surprised to hear the same voice on the other end of the line that I had just heard a half hour ago. I guess she really appreciated the call as it turns out that she did a little crunching of the numbers and was calling me back to offer a 40% reduction in our rate. Same exact service from the same company for 40% less… that was a no brainer. I like these kinds of calls.

The other phone call I received was on Monday morning as I was on my way to work (a little later than usual). With our Red Cross blood drive scheduled for October I was wondering when I would be receiving the materials. This call put a little kink in that planning as they are currently experiencing a ‘good problem’ in that there are more people wanting drives that weekend then they have staff. The call was simply to ask us if we could move our drive. I can’t answer that one on the spot so I had to agree to call her back… in the end, the drive is moving from October to December.

Not ideal but sometimes doing the right thing isn’t the most convenient. Actually, for me it works out well in that I will be able to support one of my fellow brothers on the day that the drive was originally scheduled… I was wondering how I could accomplish both that day. So, sometimes things work out for the best even if they aren’t exactly what you were planning to happen. Hopefully, this is the end of the interesting phone calls for a while… actually, never mind, I hope I get more calls about reducing rates. Those are easy calls.