It’s not all COVID. I’ve written about other stuff!

So, this is the first post I’ve written since we’ve all been in lockdown and it feels right to post something COVID-19 related.

Then I thought, ‘nah, fuck it’.

In fact, I’ve been away from WordPress for so long, it took me about 12 attempts to log in! Maybe it’s because I wasn’t wearing a mask? Or maybe it’s because I haven’t showered for longer than I care to admit.

Ah, quarantine.

Anyway, today’s post isn’t COVID related at all. It’s just an observation I made a while back that I’d planned to post, but then I simply procrastinated on it. In fact, over the last 10 months since I’ve been working from home, I’ve been busier than ever and have had fewer tales to tell because, well, I haven’t seen anyone to suitably take the piss out of them!

Plus, the ‘W’ key fell off my laptop about a week into quarantine, and the compulsion to type lots of stuff tended to go away because it’s a balls-ache to do a lot of typing.

It’s like running with toes missing, or wanking without anything absorbent to hand.

I’ll try and be better (about writing, not wanking), but let’s be honest, when your commute is around 45ft and takes 9 seconds, it’s difficult to wake up and be motivated to do anything.

Including showering, it seems.

Anyway, on with the post!

So, over the last 5 years in the US, I’ve noticed some differences in the way customers react to customer service agents compared to how they do (or at least, did) in the UK. Here is a fictional scenario based on many, many, MANY interactions I’ve had!

US Version

Company: I am so sorry, but our computer systems are down and we can’t access any accounts right now.

US Customer: That’s not acceptable, I need you to help me.

Company: I am happy to help you out with any general questions you may have, but I can’t process anything at the moment.

US Customer: Well, when is it going to be working again?

Company: We don’t know. Our I.T. teams are currently working on it and we hope to….

US Customer: Can you at least put in my order number and see what comes up?

Company: I’m afraid not, our systems are completely down, but we can…

US Customer: Well, I need you to do this for me right now, I haven’t got time to keep calling back and messing around!

Company: I completely understand, and believe me, I would love nothing more than to help you.

Silence

US Customer: So can you put me through to someone who CAN help?

Company: I’m afraid our systems are down across the business. I can transfer you to a supervisor, but we all use the same systems and they’re down.

US Customer: This is the worst customer service I have ever experienced in my entire life!!

pause

Company: So…is there anything else I can help with in the meantime?

US Customer: yes, I need you to pull up my account!

Company: I would love to, but we can’t pull up any accounts at the moment.

Angry sigh from the customer

US Customer: This is unacceptable!

Company: Yes it is, and I am sorry that we are unable to….

US Customer: What if I give you my name to look me up?

Company: Unfortunately we can’t search for names either; our systems are down. But I do suggest giving us a call back in an hour or….

US Customer: This is ridiculous. I don’t have time to keep calling you back and wasting my entire day doing this.

Company: I completely understand. I promise we are doing all we can to…

US Customer: So what do I do now?

Company: I would suggest calling us back later when….

US Customer: I DON’T WANT TO CALL YOU BACK! I WANT THIS DEALT WITH NOW!!!

Company: I know, and I’m sorry.

US Customer: THAT’S NOT GOOD ENOUGH!

Company: I agree. We should be able to help you out, and believe me, that’s also what we want. How about we…

Customer slams phone down amongst a barrage of expletives.

UK Version

Company: I am so sorry, but our computer systems are down and we can’t access any accounts right now.

UK Customer: OK, no problem, I’ll call back later. Thank you!

Fa la la la la, la la la laaaaaAAAARRGHH!!!

Today is Christmas Day and I am at work.

To be honest, I don’t really mind; the commute to the office was easier, my colleagues are in a festive mood and the customers have reached new depths of unmeasured dumbfuckery.

It all keeps me smiling.

One of the guys (and a good friend) is playing Christmas music loudly through his computer.

How very festive.

I’m torn between my love for him, my disdain for Christmas music and the utterly overwhelming desire to shove his PC up his arse.

lube

Can I make it any clearer?

I had an interesting telephone conversation with a lady customer that went like this:

 

Customer – “Hi.  I need a new shipping label. The one you sent before couldn’t be scanned by UPS.”

 

Me – “Really?  I’m sorry to hear that.”

 

Customer – “We need another one to print off.”

 

Me – “Actually, you can just reprint the same label.”

 

Customer – “No, we’ve already printed that one, and it was no good.  It was all distorted.”

 

Me – “Distorted?  in what way?”

 

Customer – “Well, you know how it looks when a typewriter ribbon is old?  That’s how it looked”

 

It’s worth noting here that she used the words ‘typewriter’ and ‘ribbon’.

I had a feeling this conversation was not going to get easier.

 

Me – “Oh, I see, so the ink was faded?”

 

Customer  – “Yes and UPS said they couldn’t scan it properly, so could you send me another label that’s not so faded please?”

 

I felt myself drowning.

 

Me  – “Actually, if the ink was faded it’s likely to be your printer.”

 

Customer  – “No, it’s not our printer, it’s the label.”

 

Me – “I’m happy to resend you the label, but you will encounter the same problem as it’s a digital image.  I suspect it will still come out all faded and distorted.”

 

Customer – “No, it won’t this time.”

 

Me – “How do you know?”

 

Customer – “This time I want you to email it to my husband’s computer as it’s clearer on his screen than on mine, so it will print better.”

 

picard palm

America – will you ever be able to cut it?

OK, here’s an experience that a) happened about an hour ago, and b) I was not expecting.

Let’s start with some exposition…

Today I have friends coming into Vegas from the UK and, amongst my girly squeals of delight because they’re bringing Cadbury Dairy Milk chocolate with them, I thought I should look at least half presentable for when we see them.  After all, they’re the first visitors we’ve had since we moved to Vegas almost three months ago.

I had a few things on my ‘to do’ list this morning to prepare for their arrival.  These included: Go to the gym, get petrol (gas), wash the car and get a haircut.

So I went to the gym, filled the tank (of my car; I don’t actually drive a tank…although if I did, my last post would’ve been a little less ‘ranty’ and a lot more ‘splatty’), took the car through a car wash (and vacuumed it out with the FREE vacuum cleaners they provided.  Yeah I’m looking at you, Britain) and headed to the barber shop to get the ol’ noggin [1] sorted out.

I found a place called ‘Great Clips’ which, to be honest, I thought may have been a film editing company.  I still wasn’t sure until I got close to the front door.

I entered and was immediately greeted by pretty much all the stylists.  You’ve got to love America for that.

Now for some more exposition…

In an English barber shop you walk in, maybe nod and say hi to one or two of the stylists (if they look up) and take a seat.  When one of the stylists has finished with a customer, they come over to the sitting area and say ‘who’s next?’.  At this point there are slightly confused and awkward looks amongst guys pointing at each other and saying “I think it was him” because no-one is entirely sure who was next.  That said, if someone, who came in after you, tries to jump in front they are quickly and politely stabbed to death with the closest scissors available.

Back to the story.

So I smile and say hi back to the stylists and turn around to take a seat.  At this point a lady came over to the desk and said “Hi, have you been here before?”

“No” I said, a little unsure why that mattered.

“Ok” she replied in a voice coated in vanilla syrup, “that’s fine, if you would like to fill this in”.

Note that this wasn’t a question.  She was telling me to fill in a slip of paper she’d slid across the counter with a pen.

This slip asked for the following information: Name, telephone number, address, zip code, Whether I was an Adult, Child or Senior (which is still an adult, isn’t it?) and the ages of my children.

I filled in my name and my zip code and then stopped.  What was I doing?  What is this?  I’m here for a haircut, aren’t I?  Is this so they can send me videos of my hair being cut, hence the name ‘Great Clips’?

The woman came back with her sugary smile and, me being me, I had to ask.

Me – “Sorry, I’m a bit confused here, why am I filling in all this information?  I only need a haircut.  I’m not unwittingly signing up for a credit card or something am I?”.

Her – “Ha ha, no it’s so we can send you coupons in the future, and the telephone number is so we can bring up your profile”.

Me – “My profile?”

Her – “Yes.  It’s so we have a record of how you like to have your hair styled and if you decide to use one of the many other Great Clips in the city they will be able to bring up your details too”.

Me – “Oh, so you’re a chain?  Right, gotcha.”

I said this in a tone that said “oh, right, well that makes sense then, of COURSE you can have all my personal and private details so that you’re better equipped to cut the hairs on my head!”….but more sincere than you’ve probably just read it.

After all, I didn’t want to appear defensive, despite this being a weird fucking practice for a haircut

She took the completed slip from me, still smiling, and started entering my details on her computer.

I took a seat and watched her type far more than the information I’d entered on the slip.  About 15 seconds went by and she said “OK, ready?”.

What was the point in suggesting I take a seat?

Anyway, I followed smiling Susan (or whatever her name was) to her chair and took a seat.

She smiled at me (or at least I think it was a new smile, it’s possible it was the same smile she’d been wearing since I arrived) and asked me how i’d like my hair.  I couldn’t help but grin because the next time they’ll probably ask for my telephone number so they can enter it into a computer and then look up the information I’d imparted to her in the last 5 seconds.

Grade two back and sides, and a bit shorter and choppier on top.

No technology, no slips of paper.  Just common sense.

She then put a strip of white tissue paper around my neck before fastening the usual black cape over it.

In fact, I looked like this.

bib

There was suddenly an elephant in the room.

Me – “I look like a priest”

Her – “What?”

Me – “I said, I look like a priest”

She stopped, looked at me in the mirror and then laughed.

Her – “Ha ha ha, yes I suppose you do!”

Seriously, you’ve NEVER made that connection?  Has no-one EVER made that connection before?

I’m not religious man (let alone a priest), but I was praying her hair cutting skills were better than, well, everything else about her so far.

And then we were off.

What followed was 15 minutes of company encouraged smalltalk, including (but not limited to): “How’s your day going today?”, :How long have you been in the US?” (at least she didn’t think I was fucking Australian), “So what do you do?” and my personal favourite “I would love to visit England but I haven’t had the chance yet”.

No shit?  Really?  Wow.

Also, I’ve noticed that over here the stylists seem scared to touch your head, either with their hands or the clippers.  Is it just me?  Do I have a greasy or gross head?  When I’ve had my hair cut in the past the stylist would actually press the clippers against my head, like you’re supposed to.  Here I barely felt them.

My ‘grade two back and sides’ is more like a range of grades from two to four.

Are they worried I’ll sue for physical abuse?  Will I have to stand up in court and show a jury ‘where on the teddy bear’ the stylist touched me?

Probably.

(rolls eyes)

Anyway, after we were finally done and she’d cut my hair from a distance of eight feet, my substandard haircut and I stood up, paid (with tip….which I still don’t really know the etiquette for) and left.

On the drive home I couldn’t help but wonder, what would happen if I wanted to change up my hair style in the future?  Would I be allowed to?  If I didn’t say anything, would they just go ahead and cut it like last time?

Also, do they store every different style I have in their computer forever?

Surely none of this is as efficient or accurate as asking the customer when they’re IN THE FUCKING CHAIR?

I can’t help but worry that my profile might get mixed up with a 65 year old lady with a blue rinse and a double crown; that’ll make for an interesting look!

So there you have it.  The haircut she’s given me is now what I can now expect at ‘one of the many other Great Clips in the city’ from now on.

After all, it’s on my profile now.

Yay.

bad hair

[1] Slang for head.  Not to be mistaken with the words ‘nosh off'[2] or ‘blozza'[3]

[2] Slang for blow job

[3] See [2]

Compute this….

‘Information Technology’ sounds really important and futuristic….and let’s be honest, it is.  It’s the cornerstone of our modern society.  From iPhones to www.goatsinlycra.com, we all rely on some form of modern tech to help our lives feel easier, convenient, more stretchygoaty and somewhat less like our parents told us it used to be in the “good old days before all this youtunes rubbish!”.
 
Yeah right!
So why then, when we abbreviate it to I.T. does it become the subject of gripes, groans and the rolling of eyes?  ‘Information Technology’ is the need to strive for the future along the superhighway of science, progress and utter coolness; Tron style….whereas ‘I.T.’ is a bloke called Dave who asks you if you could “switch it off and then switch it on again”.  How did that happen?
 
It occurred to me, whilst I snaffled down my disappointing lunch from Tesco and engaged in conversation with our resident I.T. guru, that he wields an exceptional amount of power in our place of business.  Think about it….if you piss him off, he could “log your issue and get back to you”, whereas if you ply him with chocolates and praise him, he’ll switch your machine off and on again FOR YOU!
 
Don’t get me wrong, he’s a great guy and his initials are PC….I shit you not.  Hmm, maybe I’ll start using the nickname ‘Mac’, just to mix it up a bit.  But ‘great guy’ aside, what a wasted opportunity.  If it were me, I’d be sat behind a big-ass desk in a big-ass office with big-ass shades on, looking like some kind of stereotyped mob boss, complete with big-ass bodyguards in Apple Genius t-shirts, hot dancing girls dressed like Trinity from the Matrix and a gunholster under my jacket for not one, but TWO smartphones. 
 
Oh yeah…
 
I’m relatively switched on as far as modern tech is concerned, but on occasion I also get frustrated with it and resort to percussive maintenance (hitting it until it works).  This is when I need help understanding why my printer won’t print (the ONE thing it’s designed for), or my browser won’t get online (the ONE thing it’s designed for), and this is where ‘Mac’ comes in….complete with cape, goat-friendly lycra, and his own theme music. 
 
Is anyone else thinking the Ride Of The Valkyries?
 
So as I finished my lunch and left our guru to his meal I was reminded of the fact that the self checkout in Tesco overcharged me by 30p and it took 2 members of staff with keys and security overrides to fuss and fight before deciding to switch it off and on again.
 
End of line.