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Friday, December 19, 2003
I'm sitting at the house, been working on a presentation to give to the Regional Vice President. It's a Powerpoint on why we should be Store of the Year. I don't know why I keep Using Capital Letters. I have to stop now, it's time to get ready to go to my real job. I don't mean "it's time to stop" Using Capital Letters, what good would that do in getting ready to go to work? No, I mean that at this point, my brain is mushy and soft, much like any brain. You can see one on the highway now and then, and they always look mushy and soft, so I'm making a big assumption that mine is just like that, except still encased in a hard, protective skull. I guess that all that work this morning is the Powerpoint equivalent of Road Kill. I have had a killer week at work, over 12 hours a day, nonstop. I have had to schedule lunch. I don't normally have to go quite that far. People get extremely crazy this time of year. They decide that since they have company coming on Saturday, they need all of their appliances and their carpet replaced on Thursday, and get genuinely upset when they find out that it won't happen that fast. I don't mean the pitch a fit. The actually, really do not realize that it cannot be physically done by human beings that fast, it never occurs to them that someone is telling them natural facts as they relate to physics, laws of gravity, mathematic principals, etc. It is the equivalent of someone asking you to put a two foot block into a one foot box. You and I know that it will not work. They refuse to believe you. We have had people tell salespeople that they were lying to them, that we just don't want to sell them anything. They suspend all logical thought. It makes the ones of us who deal with them actully stare agape at them sometimes, and I am not making that up. A customer called me the other day, demanding a new dryer. Her old one is four years old. She said that since her washer, also four years old, did not spin her clothes dry enough, her dryer has had to work harder for the last four years, and we owed her a new dryer. I told her no, she needed to get it fixed, it's three years out of warranty. She told me she would call the president of the company, have me fired, no one she ever knew would ever shop at Lowe's again, I was being completely unreasonable and uncaring, that I did not in any way know how to service a customer, and if I didn't have another dryer to her in two hours, the old one would be sitting on the front of the store in three. (I didn't. It wasn't.) By the way, on the washer thing, she said that we should have told her that the washer would not spin her clothes dry enough when she bought it, and that was poor customer service, and therefore the dryer was our fault. By the way, this is a stay-at-home mom, who's husband earns enough to live in a neighborhood of $500K+ homes. In other words, she is probably college educated. Have I gone on enough about this stuff? I think so. It's time for work. I look forward to it. Can you tell?
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