This blog’s for you

This blog entry goes out to Isaac from Google Fiber who phoned to do a review of the service call which caused  me to complain the other day.

He agreed that my attempts to get the customer service rep to listen were valiant and in vain.  Then he laughed when I told him about walking around the house admonishing myself not to complain, after the line went dead in the middle of the call.  He actually pulled up both my blog and the website for the Center for Non-Violent Communication, after asking why I was so light-hearted about the situation and learning of my increasingly misnamed Year Without Complaining.

He asked me to tell him about NVC, and went to You-Tube while we talked, to find the Marshall Rosenberg clips which I referenced.  He told me he’d never had such an enjoyable call with a supposedly ill-served customer.  He agreed with me that this could be a teachable moment for the young newbie who had taken my call and failed to solve my problem because he spent so much time trying to find someone to blame for it.

When I hung up, I could hear the smile in his voice. He actually thanked me for taking his call.

This blog entry’s for you, Isaac; for your good-natured willingness to laugh with an old lady about the very simple solution to the technical problem about which she called in the first place.  This blog’s for you, and your dedication to making sure that the focus stays on solving problems rather than placing blame.

I’m still learning that myself.  But your enthusiasm has increased my resolve.

It’s the thirtieth day of the thirty-fifth month of My Year Without Complaining.  I made another convert tonight.  You hear that, Patrick?  We’re testifying.  Life continues.

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One thought on “This blog’s for you

  1. Linda Overton

    Your emphasis on solving problems rather than placing blame should be emulated by more people. Life would be easier to deal with on so many levels. Thank you for this entry in a great blog. I love reading your writing.

    Reply

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