Is there anyone who has not experienced what I call “Covid Cranky”? Whether it has been in person, online or over the phone, I am willing to bet you can relate. Covid cranky exists in all aspects of our daily lives. Sadly, it has become such an everyday occurrence that I find myself bracing for it. Whether I pick up the phone, open my email or head out on a simple errand, I am like a knight going into battle, armed with my sword and shield.
What a sad state of affairs. This is not how we should be living our lives. We no longer “plan for the worst and hope for the best.” We plan for the worst and expect the worst.
Let me stop here and confess that I find myself becoming one of the Covid Cranky. Pre-Covid I gave myself credit for being a “nice” person. I have made a career out of being kind and courteous. Sadly, “niceness” is becoming history. I prepare for battle every day.
Do you do that? Are you preparing for the worst and expecting the worst? If you are willing to admit to it, what are you willing to do about it? I had to ask myself that same question. Do I want to end every day counting the notches on my belt of those I have taken out along the way?
Amid my introspective dilemma, I had an unexpected experience with a customer service rep. The company was Instacart. I had been offered a discount for placing an order with them. It seemed like a good idea so I gave it a try. When I completed my order and received my receipt, there was no discount. What to do? Contact Instacart? Good luck, I thought. I bet they don’t even have a phone number. To my surprise they do. I called prepared for the worst.
To my delight and amazement, the man on the other end of the line was pleasant from the start. After listening to my issue, he immediately offered up how he could help. His solution involved some technology steps that I was unable to manage. No problem…he said he’d go behind the scenes and hit a few buttons. It didn’t take long before he returned to say that he had resolved the problem and I would immediately see the discount applied to my account.
Whew! That was easy. I was happy. But it was not over yet. His next words were, “Have I made you happy? Have I made you smile today?” I wasn’t smiling. I was grinning. When was the last time someone has asked you if they made you smile today?
We seem to have forgotten how important it is to make people smile and to make them happy. I am still blown away by this act of courtesy. And, yes, I am still smiling.
What if we all focus on how to make people smile? It doesn’t take much beyond an attitude of helpfulness and intention.
I am reminded of the Jimmy Buffet song “It’s my Job”. This rep at Instacart understood that it was his job to be better than the rest. Hopefully, it made his day, as well as mine, better than the rest.