Lost n found
I’m uncertain as to when it happened but at some point over the last 18 months to 2 years I got lost in the noise. Were there consequences? Yes.
People at best took second place.
Customer service like with most businesses became a department not a way to behave towards people who kindly chose to pay my bills.
My time was so valuable I would not waste it doing anything just for the joy of doing it.
The agenda was mine YOU had to fit in I certainly did not.
Acts of love, kindness, generosity and self sacrifice were for members of the local Saints and Clergy Guild 451.
If I phoned it was because I wanted something and if you called you were interrupting.
Your opinion if at odds with mine was simply wrong and you needed to change your mind not try to convince me.
Were you SO stupid that you didn’t realise how important I was, indeed am then I’d set you straight or cut you loose.
The interesting thing about the above list is that it’s only a partial list. Believe it or not bad things happened too!
People can’t change or so they say. Luckily for me and most of you that isn’t true. Change seldom comes as a result of gentle evolution it usually arrives in a flash. The flash is a neon sign “PILLOCK ALERT!” and there is a noise, an audible warning like a bus reversing. I needed to take notice because the next sound was going to be a sequence of doors slamming in my face.
“Oh Philip! This is terrible! Who is to blame?”
Me.
“No! Be serious!”
Me
“One last chance, who?”
Me. Believe me now?
“Actually I believed you the first time. I just needed to get you to say it 3 times so I knew that YOU believed it.”
On Friday I left home at 3.30am. I would arrive in Ireland later that day, settle into a hotel, get changed and take a team of producers out for dinner.
Flight from Aberdeen to London delayed – Arrived late.
1005am flight from London to Ireland eventually arrived at 6.40pm
Traffic to hotel was awful due to a major event taking place in the city.
I arrived at 7.30pm for the 6.30pm meet with the producers.
Going home. Flight from Ireland to London was delayed and was kept in a holding pattern over Heathrow due to congestion. I missed my connection to Aberdeen.
My late flight home had to turn back when it got to the take off point due to radio failure (couldn’t talk to air traffic control). We eventually took off 1 hour 10 minutes late.
Here’s the thing. I spent from 7.30pm until 1.15am with the producers (my clients) and it was a pleasure, every single moment. It was worth all the nuisance because of nearly 6 hours of fun and laughter…..oh and Malbec…..oh, nearly forgot and Guinness!
While stuck at Heathrow waiting to fly to Ireland I found myself in a very long queue. My problem would take 30 seconds to solve. No one “managing” the queue was interested in finding a solution, the Senor Managers were the worst offenders for not listening to what I said and then shrugging. Deepka to the rescue! She was Heathrow Staff.
“Would do me a big favour?” I asked “Go to where there’s a flight info board and see if my flight is still around.”
“Why?” she laughed. I explained my problem, it was an error on my boarding card which caused security to refuse me entry.
“Come with me” she took me out of the queue straight to one of the Check-in staff.
“Shelly, can I use your terminal for a mo?” Shelly moved aside “Thanks Hun”. Deepka turned to me and pressed a new Boarding Card into my hand. “Sorry to have kept you waiting Mr. Banks, have a good flight.”
I’ve told you about missing my connection home. My Aer Lingus flight was late so I didn’t make my BA flight to Aberdeen. Solution? Go to BA Customer Service and ask for a seat on the next available flight. Let’s be clear, I missed my connection and BA was not to blame. I needed to buy a ticket home.
“It’s not our fault that you missed you connection” said Kim “the ticket should cost about £200.”
“I know” I smiled “I’m not asking you for a free lift home, it’s fine, really.” She stabbed a key on her computer terminal. Whirr, click and out popped a Boarding Pass.
“No, it’s ok! Gate 7A, 5.15 flight”
No charge because Kim decided that there would be no charge.
People, life, clients and work. I got lost. Perhaps I should re-brand myself Deepka Kim as they both helped me find my way back. I’m certain that from now I’ll be helping people to the front of the queue then solving their problems promptly with a smile and I’ll be using my discretion in YOUR favour as often as possible.
Look, it may take me a while but I get there in the end.
December 13th, 2009 at 9:51 pm
Excellent post Philip. Humble pie isn’t all that bad when you get used to it. And life is so much more pleasant isn’t it! We just keep forgetting that lesson. Thanks for the reminder.
December 17th, 2009 at 3:18 am
Philip,
Very well said. Thank you for sharing this story with us. I join you on your question to stay “found.”
Be well,
Bob