Writing Boots

On communication, professional and otherwise.

Enjoy your cozy cubicles, folks. But don’t be afraid of the ocean.

03.16.2011 by David Murray // 2 Comments

One week last month, Ragan CEO Mark Ragan decreed that the editorial employees would work from home for a week, as an experiment in logistics, productivity and morale.

Since then, one by one they have been writing harrowing accounts of those five days in February.

One missed the “galloping camaraderie” of the editorial bullpen, another discovered the impossibility of juggling work and household chores, a third fought “bouts of isolation, inertia and delirium” and still another struggled psychologically:

“I quickly learned that while my productivity remained the same as at the office, I missed my cube triggers. I forgot to pop my iron pill, eat the piece of fruit that’s always on my desk. Oh yeah, and drink water. Without my water bottle in eye’s view, it didn’t cross my mind to get up and fill a glass. In short, my routine went by the wayside.”

Good God, they sound like the Morgan Freeman's character in Shawshank Redemption: “I don’t think I could make it on the outside, Andy. I been in here most of my life. I’m an institutional man now. … Pacific Ocean? Shit, ’bout scare me to death, somethin’ that big.”

I busted out of Ragan and went freelance 11 years ago this spring. I didn’t intend to stay freelance—just needed to get out of that damn office. Needed it so desperately that I just left, and only by good luck wound up taking some substantial work with me, which gave me a platform to build Murray’s Freelance Writing into the global juggernaut it is today.

Though I didn’t know it at the time, my feverish need to escape didn’t have anything to do with the company itself, or its people. It had to do with being in any office for too long.

Once you've worked at one organization for awhile, every meeting becomes a loosely improvised play you’ve been in for your whole life, it seems like. The subject sometimes changes, but the characters remain the same and the arguments are interchangeable. No matter what, Dave is going to say something like this, Ruth is going to defend her set of five core principles, Kevin is going to counter what everyone has said, and Dan is going to try to smooth things out with some sort of compromise.

And if office life is too predictable, it's also sheer madness. A day in an organization reels out of control like a drunken night. No quiet to plan your schedule, interruptions and impromptu meetings and friends and complete talkaholic assholes hanging on your cubicle wall, ignoring the shadow that your looming deadline is putting on your face. You get to the end of the day desperately anxious and having done almost nothing at all.

That’s how I remember it, anyway.

Once I got out, I remember feeling like I was breathing again. There was no adjustment period. I remember being absolutely amazed—and many days I’m still taken aback—by how much I could accomplish in a day without a commute or meetings—and still find time (when it works for me!) to exercise, eat leisurely, and answer the e-mails from my family and friends, something that came as a terrific bother when I was in an office.

I’m not an introvert. I love office banter. I’m just a guy who likes to get some goddamn writing done. When I’m in an office, I’m distracted by all the problems of the company, all the politics, all the personalities, and it all takes me away from the content of my job, my writing.

I’m glad the Ragan people are enjoying life on the inside. I enjoyed most of my time there, too. But I'm a little troubled, and I think they should be, too, that they found it so hard to be, for one short week, on the outside.

P.S. I'll soon get mine: Later this spring I’m going to experiment in the other direction, and attempt to spend a few days in the office of my main client, McMurry, judging an awards program. I'll let you know how it goes, but the last time I visited McMurry, so distracted was I by the office stimuli that it took me an hour to send a three-sentence e-mail.

Categories // Uncategorized

I have met the crazy customer, and he is me

03.15.2011 by David Murray // 2 Comments

Back in my Ragan days, I sat right next to a customer service guy, named Ed. A less suitable temperament for customer service, you couldn't have found. Ed hated customers. He hated them in advance of their call, he hated them in real time, he hated them in arears.

And after he got off the phone with a particularly annoying one, he would stare straight at my temple until I tore myself away from whatever deadline I was on and asked him to tell me just exactly how stupid the customer had been, word for word.

It has always amazed me how stupid customers seem to customer service people, even those better psychologically suited for the work than Ed. Why are customers so stupid, especially over the phone?

Lately though, I think I've begun to figure it out. I am becoming a stupid phone customer. And it's working for me.

Here's how it works: I get something in the mail that I don't understand. Most recently, it was an apparent bill from Triple-A that I thought I had already paid.

I try to figure it out, but if I can't do so in several seconds, I get on the phone. I let the emotions wash over me: confusion, anger at the confusion, slight panic at my inability to distinguish anger from confusion. As I go through the humiliating "push or say 'one'" phone directory nonsense, I allow my feelings to intensify, so that by the time I'm notified that this call may be monitored for quality assurance, I'm just about a basketcase.

(Writing the above paragraph is giving me slight heart palpitations.)

It has also been my experience that the more emotional I am, the closer attention is paid to my case, as the customer service rep doesn't want the thing to escalate.

"Hi, this is Michael, thanks for calling, and how may I help you today?"

"Yes. I got this thing in the mail, I don't know what it is, but I think it says I have to pay, and I know I've already paid."

"Sir, I'm sorry you're having trouble. Can you tell me what it says, exactly."

"No! I can't! I left it downstairs! Why can't you tell me what it says?! You guys were the ones who sent it to me! Don't you guys know what you're sending to people?"

It's important to say here: I don't lay this down in an abusive way, and the tactic is only semi-conscious (I've only just become aware of it, actually). I sound panic-stricken and incompetent and 40 years older than I am—but I don't sound enraged and the person on the other end has no reason to take it personally. But the person does have reason to figure out the problem quickly and get to the sentence that I want to hear, which of course is, "Everything is fine, Mr. Murray. You're all set."

Meanwhile, my incentive to sound intelligent and emotionally stable and dignified—well, I feel that if companies wanted me to behave that way, they would treat me differently as well.

So since they treat me like a mope—with their "your call is very important to us" mumbo and their "and is there anything else I can help you with this evening" jumbo—by God, I'm going to behave like one.

And you know what?

It's liberating. And, I'm starting to think, it's effective.

So, you customer service people out there: Maybe your customers aren't as dumb or as crazy as you think. Maybe they're just acting that way, because they have figured out it's the best way to beat the system.

Crazy, they are: like a fox.

***

I ran all of the above past a couple of friends of mine who have long experience in customer service, telephonic and otherwise. I've seen and respected their work for years.

One responded immediately:

I really think this is a larger problem in that now everyone acts like this—and not just a few—you can’t imagine how emotionally draining it is to deal with this kind of stuff all day.

I understand though because there are a lot of really BAD customer service people out there that I think people have had to resort to what you do, but it makes it horrible on those of us that really take pride in it and really do care.

But I have had to deal with people at Barnes & Noble who literally OPENED a Thomas the Train new toy that their kid wanted to play with while in the store and then just left it. Didn’t buy it. Or the people that came in with their dog and let the dog play with the stuffed animals in the kids section and then just left them. Again, didn’t buy them. And I won’t even go into the stuff we found in the men’s restroom.

And believe it or not, the corporate mentality is also that we are to just let them do that stuff because we are not allowed to EVER EVER tell the  customer that it’s not ok. That anything they are doing is not ok.

There is this entitlement with American consumers that I don’t see anywhere else where we believe it’s ok to basically destroy merchandise and we should be able to return it. I have had many a fit thrown in retail where someone brings back a CD or something that is LITERALLY scratched beyond use and they have obviously used and they claim that they didn’t and they start yelling. And then we have to take it back.

Barnes & Noble was treated like a library—people would open papers or magazines and not buy them. (And now MY anger is coming out.) …

So, I think it’s a chicken/egg thing—did the customers I describe in part two drive us customer service people to automatically become jaded whenever someone calls in (because from our perspective, we get so few reasonable customers), OR did bad customer service people cause people to have to resort to the entitled behavior and now it’s just cycling?

***

My answer is that almost all of this—customers ranging from childish to narcissistic, and customer service agents ranging from callous to emotionally traumatized—is a consequence of the corporatization of retail.

Try to imagine treating your local barber or hairstylist this way, or your local hardware guy or your bartender or your baker or butcher. And try to imagine them condescending to you with that smooth customer service patter. These are people whose circumstances you understand, and they understand yours. You need each other. Neither of you is "always right," so you both give each other the benefit of the doubt.

I say this not to raise nostalgia for the good old days, but because I think it's important that we not blame "human nature" for the way people behave in this very un-human society we have built for our convenience.

Someday we may decide to surrender some of that convenience and some of those low-low prices for a little humanity, and this will be one area to start.

***

My other customer service pal took a few days to respond. She wrote:

Finally got around to reading this. Shame on you.

They have figured out how to beat the system, and the worst customers get the best customer service because they are crazy and enraged. I have been taken customer’s rage personally when they actually say our company/department is incompetent, yada yada yada. And though at the end of the day when I go home I could care less about our customers, I honestly carry that around all day at work and feel horrible.

Meanwhile customers who are less crazy and polite, have to wait for my service while I run around trying to please the one crazy customer.

You are better than the rest of em David, c’mon.  

And of course she's right, too. On this, as much as any other front in the endless American social conflict, we all need to try to do better by one another.

Categories // Uncategorized Tags // "the customer is always right", corporate retail, crazy customers, customer service

‘Internal franchisees’: You heard it here first

03.14.2011 by David Murray // 2 Comments

In the 1990s it was called empowerment. In the 2000s "intrapreneur" was the term for a workaday grunt who nevertheless acted like an owner without an ownership stake in the company.

And if author Martin O'Neil has his way, in the 2010s the term will be "internal franchisees," which he defines as people who "take personal ownership of the company's success as their own."

You can have O'Neil's book about "How Your Business Will Prosper When Your Employees Act Like Owners." I'd rather read a book on "Why On Earth Owners Would Think They Can Get Employees to Act Like Owners Without Offering Either a Piece of the Action or a Modicum of Job Security in Return."

***

At the frigid pro-labor demonstration in Madison last month, we took a break to warm up in a coffee shop just around the corner from the Capitol building. Paying the good-natured barrista for my coffee, I cheerfully theorized, "I bet all these demonstrations are great for you guys."

"Yeah, it's been going on for two weeks," she said. "But the owners see most of the money. For us, it's mostly just an extra pain."

Is she wrong to say that?

Or am I wrong for blithely expecting her—especially in the context of a union demonstration—to put on the Stepford Wife show, "Oh, yes, sir, we're all just so happy to have all these customers all the time!" when what it means for her is a few extra dollars a day in tips, and a ton of extra work?

***

If owners want employees to act like owners, they'd better find a way to make them feel like owners. How? That's up to the owners.

Categories // Uncategorized Tags // demonstration, employees, empowerment, internal franchisees, intrapreneur, labor, Madison, management, Martin O'Neil, union

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