One Thing Leads to Another…

Mitch Schneider
December 2, 2019

Parrots pick at their feathers when they get bored…

They do! I’ve seen it!

When lack of external stimulation leaves them nothing to do, they pull their feathers out and if you think you’ve seen everything try looking at a naked parrot masquerading as a soup chicken!

I have no feathers and frankly, I don’t think I’d pull them out voluntarily if I did. There is always something that needs to be done around here and my office is a great place to start.

What prompted this uncharacteristic attempt at organization was an across the board computer upgrade courtesy of the Thanksgiving Day Holiday, Black Friday and Cyber Monday. It was also the catalyst that launched me into technical support hell! And, technical support hell is where I’ve lived for the past three days as I tried to get everything back on track.

It takes a special person to do support well. Empathy, compassion, understanding, knowledge, skill, ability, patience, and a real desire to provide customer care and ultimate satisfaction. When done well, it’s elegant. When done poorly, it’s more than maddening.

I experienced both over the past three-plus days. Apple Care, perhaps the singular best example of customer support done well, performed as they always do. Flawlessly. Two of the software companies I needed assistance from did well. Two others, not so much.

I think the problem was understanding and desire in their case. I never got the impression they were even mildly interested in helping solve my problem. Nor, was it clear that beyond a script — and, an outdated script at that — they had the skill necessary to reach a successful conclusion.

The good news is I’m on track again. And, whether you missed me or not, I missed you!


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