Friday, September 17, 2010

Let It Go.

So, I was recently talking with some co-workers about my theories of control.  I have two certain theories that I utilize quite frequently.  The first I call the “Hand on Nose” theory and the other is the “What” theory.  There were some doubters and some who had questions.  Thus, I decided I should try to explain what I was talking about just a bit more clearly.  As a disclaimer: I am no philosopher or life coach.  These are just some theories that work for me a lot of the time.  I’m sure there are holes here and there, but I’m also not planning to write a book and go on Oprah to tell millions of people how to live their lives.  Just my thoughts…

“Hand on Nose”

Basically, this is a theory to help manage those crazy “what if” trains of thought that can really drive you crazy if you let it.  For example, you’re worried that your friend is mad at you and they’re going to hate you forever.  Now, put your hand in front of your nose. 

This is to demonstrate how far your control extends.  You can control yourself – your actions and reactions – but not those of anyone else around you.  If it’s something you are truly concerned about, you can exert control over how you act in this situation.  So, you can decide to confront your friend about the problem, you can decide what you're going to say and how you're going to say it, but you certainly can’t control how they’ll react to that confrontation. Make sense?

It’s very much related to the Serenity Prayer: “God grant me the serenity to accept the things I cannot change, courage to change the things I can, and the wisdom to know the difference.”  It also relates to another one of my favorite quotes,  "I am only one, but I am one. I cannot do everything, but I can do something. And I will not let what I cannot do interfere with what I can do."

You can influence people.  You can make suggestions to people.  You can teach people.  You can mediate for people.  You can advise people.   But all I’m saying here is that you can only control yourself, not others.  I would go so far as to say that, if you do  honestly think you can control others, you’d need a spoiler alert before you read the following sentence: The tooth fairy isn’t real.

“What”

This one is to take “Hand on Nose” to a different place.  The mantra is “What?  So what?  Now what?”  Most people seem to have trouble getting to “Now What.”  And now, an example:

WHAT: What’s actually happening? 
My friends are outside fighting.

SO WHAT:  What implications does this have for me? 
Is it my fault?  No.  But, they might come inside and want me to take sides.  They might make things awkward for ALL of us.  They might ruin the WHOLE EVENING!!!!

NOW WHAT: So, what can I do about it? 
I can sit here and worry about it (which is actually ruining my night).  I can go out and step in the middle of it and FORCE them to make up (refer to Hand on Nose).  I can just wait for them to work it out and see what happens when they come inside. I'll make the decision that, if they are horrible and obnoxious, I'll tell them to leave me out of it.  If they are perfectly fine when they come back in, there was nothing to worry about anyway!

It comes down to the idea that I just have to make a decision about how to react to the situation.  Am I worrying about something that (in all actuality) only exists in my own mind right now?  If it’s something real, what am I going to do about it?  Until I make a decision on what action (or inaction) I’m going to take, all it is is a worry hanging out in the ether slowly forming a dark cloud of panic.  Useless.  Absolutely useless. 

So, this is the short version of what I was saying about control.  I try not to overanalyze it.  If it helps, it helps.  But, that’s just me!  

Hugs and ponies,
Amanda

P.S. The "What" theory also helps when you're trying to figure out what to put in a report to the client!  :)

Wednesday, September 1, 2010

AT&T Sucks

As I have dealt with the utter absurdity that AT&T calls customer service, it came to mind what it would be like if I ran my business the way they do.  As most of you know, I work in market research.  In my odd little brain, the following scenario was born …

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My company, AS&S, has put forth a proposal to my client.  We’ll call her Betsy.  Betsy works for a company that sells beauty supplies and has a new lipstick to which she would like to gather customer reactions.

In the proposal, we show her that we can offer her the services she needs at a price she deems reasonable.  AS&S is hired.  Betsy signs the contract.

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[on a phone call]

Betsy:  Hello, Amanda!  We would like to conduct some focus groups around our new lipstick.  Can you take care of that for me?
Amanda:  Of course!  No problem!

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 [one week later]

Amanda:  I’ve sent you the discussion guide outlining the groups.
Betsy:  But this only talks about mascara and eyeliner …
Amanda:  Yes.
Betsy:  But I wanted groups on lipstick.
Amanda:  Noted.  I’ll just talk you through how this applies to lipstick.
Betsy:  (pause) Okaaaaay.

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[another week later]

Betsy arrives for the focus groups, but Amanda has said that she will just show up some time between noon and four o’clock.

Betsy waits.  And waits.  And waits.

At 4:30, she calls AS&S …

Bamanda:  This is Bamanda McPerkyfornoreason!  How can I help you?
Betsy:  Um, Amanda was supposed to show up for some focus groups between noon and four today, but I haven’t heard from her and she’s not here.
Bamanda:  Let me check on that for you!  Hold please.

[Betsy is put on hold for 20 minutes]

Bamanda:  Well, it looks like we have a lot of focus groups in that area.  I can assure you that Amanda will be there sometime today though.
Betsy:  Any idea what time?
Bamanda:  I’m sorry; it’s against our policy to speculate on the arrival time of Amanda.
Betsy:  I suppose I have no choice except to wait then.
Bamanda:  Yup!  I hope you have a super duper day!

[Betsy waits, but Amanda does not call or show up for the groups]

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[the next day, Betsy calls AS&S yet again]

Camanda:  This is Camanda McInept!  How can I help you?
Betsy:  Amanda was supposed to show up for focus groups yesterday, but never showed up or called.  I waited until 4:00, called AS&S, and Bamanda assured me that she would show up sometime yesterday, but she never did.
Camanda:  Let me check on that for you!  Hold please.

[Betsy is put on hold for 20 minutes]

Camanda:  It looks like there were a lot of focus groups in that area and Amanda thought that your subject was probably covered in one of them. 
Betsy:  WHAT????  No, it wasn’t!  I still need to get consumer reactions to my new lipstick!!!!
Camanda:  What I can do for you is set up some focus groups on Wednesday sometime between 8:00 and noon.
Betsy:  That’s a week from now!  I needed my information yesterday!
Camanda:  I’m sorry.  That’s all I can do.  We have a lot of focus groups going on in that area!  Do you want me to just tell you what I think of your lipstick?
Betsy:  What??  No!!  I guess there’s not much I can do about it.  I’ll have to cancel all my meetings on Wednesday now.
Camanda:  You’ll receive an email and a phone call verifying that Amanda will be there.
Betsy:  (grumbling)  Fine.

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[by Tuesday, Betsy has not received an email or a phone call verifying her appointment, so she calls AS&S … again]

Damanda:  This is Damanda McStupid!  How can I help you?
Betsy:  (speaking faster than a Texas auctioneer)  Amanda was supposed to show up for focus groups, but never showed up or called!  I waited, called AS&S, and Bamanda assured me that she would show up sometime, but she never did!  Then I spoke to Camanda and she said that she had rescheduled Amanda for tomorrow!  She said that I’d get a phone call and email to verify the appointment, but I haven’t received anything, so I wanted to check!
Damanda:  Let me check on that for you!  Hold please.

[Betsy is put on hold for 20 minutes]

Damanda:  It looks like that appointment never got on the calendar.  We can have someone conduct your focus groups next Saturday though!
Betsy:  @#!T%$%$&^%FU!!!!!!!!!
Damanda:  Ma’am?  I’m sorry, I couldn’t understand you.
Betsy:  LET ME TALK TO SOMEONE IN CHARGE!!!!!  THIS IS RIDICULOUS!!!!!!
Damanda:  Let me check on that for you!  Hold please.

[Betsy is put on hold for another 20 minutes]

Emanda:  This is Emanda McIhatepeople!  I’m an AS&S supervisor.  How can I help you?
Betsy:  (by now, she is unable to control the volume of her voice)  FIRST, I DIDN’T EVEN GET THE RIGHT DISCUSSION GUIDE!  THEN, AMANDA WAS SUPPOSED TO CONDUCT FOCUS GROUPS!  SHE NEVER CALLED!  SHE NEVER SHOWED!  I’VE BEEN ON HOLD SO MANY TIMES I’VE LOST COUNT!  THEN, CAMANDA RESCHEDULED THE GROUPS!  THEN, DAMANDA TOLD ME IT DIDN’T GET RESCHEDULED! 

[Betsy pauses to hyperventilate and breathe in to a paper bag that was conveniently located near her phone] 

THEN, I’M TOLD THAT IT WILL HAVE TO BE RESCHEDULED TO NEXT SATURDAY!  THAT’S UNACCEPTABLE!!!!!!!  I NEED MY GROUPS NOW!!!!!!!!  I NEEDED THEM A WEEK AND A HALF AGO!!!!!!!!!

Emanda:  Let me check on that for you!  Hold please.

[Betsy is put on hold for 30 minutes.  During this time, she has gotten a knife, but has not yet formulated an executable plan.]

Emanda:  Betsy?  What I can do is get someone out there on Saturday.
Betsy:  WHAT?!?!?!?!?!?!  Forget it!  To hell with this!  I want to cancel my work with AS&S!
Emanda:  I’ll have to escalate this to another level and have my supervisor, Famanda McDumbass, call you in the morning.
Betsy:  FINE!!!!!!!!!!!

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[Betsy receives a phone call the next morning.]

Famanda:  This is Famanda McDumbass!  I’ll help you cancel your contract with AS&S.  First, you’ll need to pay $1,000,000 as a cancellation fee.

[At this point, Betsy goes seriously postal.  She drives to the AS&S office and whacks all the employees, from Amanda to Zamanda. ]

Betsy:  (panting from the exertion put forth during slaughter, speaking to no one in particular)  Damn.  I still need to get those focus groups done …

THE END

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The moral of this story is - AT&T sucks.  If the rest of the world ran their businesses like they do, everyone would get whacked.