Have you ever wanted to shoot a customer service rep to get revenge? I have. At the last minute, though, I realized revenge wouldn’t feel as sweet in an eight-by-ten cell.
After an exhausting plane ride, I staggered into a car rental agency in Kansas City, where I was giving a seminar. The next day I had to drive to Wichita for another. The agent informed me there were no midsize cars, but I could have a subcompact. Not wanting to risk my life dodging motorcycles and Mack trucks, I asked if he’d have a larger car tomorrow.
“Sure,” he confidently assured me. “I’ll give you the sub-compact today and have a midsize for you tomorrow.”
“Well, OK,” I mumbled, looking at his name tag. “Are you sure, Samir? I must leave at five.”
“No problem,” he smiled.
I couldn’t take the chance he was wrong, so I asked if he would leave a message for me at the hotel.
“Sure.” Same smile.
“I’m staying at the Hyatt Regency,” I said, “and the number is 816-123-1234.”
“Sure, I’ll call you as soon as it comes in.”
“Uh, aren’t you going to write it down?” I asked.
“Nope, I got it.”
“In a pig’s eye,” I muttered as I left. I floored the gas pedal on the subcompact and left rubber on the road.
While riding the elevator to my hotel room, I knew there was a snow cone’s chance in a sauna that I’d hear from Samir. So I called him from my cell to remind him of his promise and my number.
Another man answered at the rental agency. I spit out my story and concern about the subcompact.
“Not to worry, Ms. Lowndes, Samir already left a message for you on your room extension. We are saving both a midsize and a full-size for you in case you change your mind. Just let me know, and we will have it delivered to the Hyatt Regency, front entrance, at five.”
“Oh . . . well, uh, gee that’s great. Thanks very much.”
He must have sensed my lingering suspicion. “And, not to worry about Samir,” he said. “He’s one of my best employees. Never forgets a thing.”
As I hung up, did I credit Samir for his competence? No way! Right Brain was asking my left, “Well, why the heck didn’t he write it down?”
“Schmuck,” Left Brain said, “Samir is smart, and he didn’t need to.”
“Yes he did!” Right Brain shouted back. “He may know he’ll remember. But I’m the customer. It’s his job to make the customer know he’ll remember.”
“Well, I guess you are correct, Right Brain. I apologize.”
Obviously, writing directions is not just to comfort cynical customers. Whenever people are giving you even slightly complicated instructions, write them down to set their hearts at rest. Can you imagine how impressed your supervisor would be as you listen to her intently and then make little hen scratchings on your notepad? You could have the memory of an elephant and be as dependable as your next heartbeat, but if you don’t write it down, she might doubt that you really “got it.”
Taking notes also works when dealing with pals—especially those unemotional, organized types like my platonic male roommate. Phil is kind, even tempered, and extremely organized, not my strong suits. His pen, notepad, scotch tape, and stapler reside in precisely the same spot next to his computer on his desk all year long. If I borrow the pen and put it back on the wrong side of his desk, he doesn’t even look for it. He just asks if I’ve seen it. However, his tight smile reveals intense aggravation.
When it finally dawned on me that Phil was the thinker/perfectionist type, I decided to try something. During our next conversation, I kept a pad nearby and occasionally scrawled on it anything I should remember.
Phil’s reaction was incredible! I saw his respect-o-meter shoot straight up through the skylight. Now I keep a pad and pencil handy whenever he and I are going to discuss something. And he no longer considers me desperately disorganized.
Little Trick #48
Write It Down, Even if You Don’t Need To
Even though you know you “got it,” let others know you do with pen and paper in hand. While writing, don’t forget to look up at them occasionally with those insightful “I understand everything” eyes—then dive back into your notes. It is an insurance policy that they will sleep better at night and be awed by your competence.
The next Little Trick is not so much to impress people as it is to make them think you are impressed by them.