There was that time I remember talking to our pharmacist customer I drove to in the Virginia foothills with a software update. Yes, a while ago, I had a 3.5" diskette for the trip, yeah those Old things. And Wow, 1st time driving a company vehicle.
He had been a pharmacist for 25+ years, seen a whole bunch, had his One store, family business, very proud. Fixture in town. I had talked on the phone with him, 2 hours away, helped resolve things. That certainly came into play.
“Ken, this darn machine tries every day, but Too Much goes wrong. Thanks for your help, glad you’re Here, let’s really talk.” Have to admit, I had some concerns, rookie worker me, 24. But also I had definite feeling this was going to be a great talk.
It was.
I had that image, of the Two — the Company Line. And Great Customer Service. Meeting to discuss the Never Discussed.
I Learned all about his daily routine. Then got Real Comfortable.
Truth, Service is #1. Or else I’d lose my preferred Purpose to my work.
Man, did I hate corporate game playing. That crap.
He stated his general Take, then one by one went over the Problems. Way too many. I could imagine the frustration. He’d instituted Workarounds, skipped calling our Customer Service line. Work couldn’t wait. But mainly “Why was this designed like this, why wasn’t this Seen already?!!” Yes, I voiced support. Departed from Company mantra in the moment. Wanted him to see my Agreement. His…
