About two weeks ago, I made an appointment to treat myself to a massage. It was scheduled for yesterday. I must have discerned somehow that I was going to need it because the subsequent fortnight was overwhelmingly busy. With the vexing combination of waking up early and going to be late I could feel my shoulders and neck tightening as the days went on. So I was delighted to receive a confirmation call reminding me about my appointment.


Sounds good so far, huh? But when I showed up (breathing hard because I was 2 minutes late), the smiling reception informed me that I didn't have an appointment. I contemplated losing it (you know with the tight shoulders and all). Instead, however, I calmly said "I got a confirmation call yesterday." Upon consulting with a colleague she then informed me that I had called and cancelled. Yet another opportunity to at least raise my voice but instead I looked at them perplexed. Luckily, there was another therapist available but I came to the conclusion that she was really, really new. Not ideal. But I figured a so-so massage was better than no massage.


But when I was checking out I couldn't give her a glowing review. "It was okay,'" was the only thing I could say. The receptionist looked into my eyes and knew. So instead of telling me how much I owed, she simply said. "No charge. We are so sorry that you didn't have your scheduled appointment when you arrived." Needless to say, I was impressed. I was even more surprised when I got a call an hour later explaining that another woman who had the same first name had an appointment an hour later and they cancelled my appointment instead of hers.


I had just had an excellent customer service experience. But I also think that I had a good outcome because I tried to be a better customer. Oftentimes, we encounter unexpected situations and we think only about what we want. After all, we made the list or the plan and we expect things to go our way. And as Mr. T. used to say "I pity the fool," who stands in the way of that happening. But that person in the service role needs a little understanding too. So the next time things don't go as planned think about being a little more understanding instead offering to give away a piece of your mind. Believe me, it is not always worth it.

If you continue to confront people or react to every unexpected experience with over-the-top emotions, you too may end up on You Tube. Consider this a cautionary tale.

Customer service photo by striaticc on flickr.com