It has come to my attention that large companies are more insecure than we could have guessed. Whether it's an airline, a telecom company, or a furniture store, they're in need of constant reassurance. Like a child who's misbehaved. 'You still love me, mom. Right? Right? Dad? Anyone?'
This is especially true if you've had a problem and spent time on the phone with service people. When you finally hang up, relieved to get back to your life, an email or text pops up.
"How did we do? Did we solve your problem? Are you satisfied?'
Like an insecure lover, they want constant validation and confirmation. Tell us we're the best you ever had! I got married at 21 and I took my husband at his word when he said, quoting the Carly Simon song, 'Nobody does it better.' What did I know? Besides, he didn't have an insecure bone in his whole body. Not even the important one. (Okay....I'm sorry...I got a little racy there. But how am I doing, otherwise? Tell me what you think! Just kidding.)
For example, we tend to feel enraged we're our internet service is terrible and we're paying big bucks for it. Luckily, Flin Flonners have it better than people in the city. Why? Because we know the people who show up at the door. We know their parents, too. And where they live. So the service in that regard is always good. Repairs are made, conversations are had. It's a nice experience.
But when you have to call them, the company begins to show its insecurity. The moment I hang up, an email lands in my inbox. "Tell us how Chris did!" Now, while this is enraging...I had a problem and it was their job to fix it, but I feel like I'm letting Chris down if I don't give him a good report. Because he was helpful, and I'm worried that if I don't reply, he'll get fired. What if he has an awful boss? So I fill out a survey giving him plenty of pats on the back. And all the while, I feel resentful that I'm donating my time to a situation I didn't create.
What's even more annoying are those times when I return from a trip and the airline sends me an email: 'How did we do on your flight?'
Dear Jesus. I've started to ignore them, because, what can I say? The plane didn't go down? The seats in coach are unbearable but you know that already? They won't give me herbal tea because I'm in coach?
The exception to this is our local airline, Calm Air. I returned two days ago from Winnipeg, landing first in the Pas and then Flin Flon. The air was anything but calm, so the descent and take off terrified me both times. Tthe people across the aisle and the lady beside me felt the same way. We even had our barf bags in hand...that's how bad it was.
Now, this was not the airline's fault because it was an exceedingly windy day. And this might shock some people, but Calm Air is my favourite. Why? Because people from my home town are the ones who check your ID (even if you live next door to them) and you always know other people on board. It feels so neighborly, chatting as we line up, and then talking with the folks seated around us. Maybe it's just me. In fact, there's a chance that people say, 'Dear God, Judy Pettersen's on the plane! Will she ever shut up?" The answer most likely is, no. Although I usually read most of the way, so I'm not a completely terrible seat mate. And the best part is, Calm Air never checks in about your experience. They don't want to know, and I don't care to tell them. We're both happy about that.
Another 'How Are We Doing?' letter I dislike receiving is from charities I support. Perhaps it's petty, but I find myself thinking, I give you money. I care about your work. But don't make me write an essay about it, or fill in a questionaire about what you could be doing better. How would I know? That's why you work there and I don't. And feeling this way makes me feel like an asshole, so it's a double whammy...a survey and a guilty concience. Even though I donate to them every month. lI want to write this to them: please continue doing the good work and I'll keep supporting you. And leave me alone.
I've been thinking about this a lot lately (can you tell?) and I've realized that the older you get, the less likely you're inclined to put up with extra work that doesn't add any value to your life. Or to anyone else's, really. Except maybe Chris, who helped you on the phone. And who deserves not to be fired because I didn't fill out a survey.
If you, dear reader, have any opinions about this, feel free to share. Don't leave me alone in my crabbiness. Surely you've been sent an unwanted questionaire or two. And no...I'm not talking about the government census. For heaven's sake, stop complaining and just fill it out!' (Sorry, still feeling crabby.)
