Rising Above It

This past week I experienced  the worst customer service and business transaction of my life. After a week of red flags, ambiguous responses, and unreturned phone calls, I repeatedly gave this small business the benefit of the doubt. 

Ultimately they failed to follow through with their commitments. They did not arrive to help me move. Then they suddenly stopped answering my calls. Understandably, I flew into problem-solving mode. I tried to contact them repeatedly to no avail. Finally, they responded to my attempts to call from an unrecognized number. I informed them that their business practice was unacceptable. At this point, the employee began to yell at me for not being an understanding person, and attempted to explain how things sometimes don't go as planned.

Although I was strongly compelled to match this person's volume and emotionality, I resisted the urge to explain my work history and the litany of evidence that directly contradicted the assumptions about my lack of patience and empathy. I calmly stuck to the facts at hand, and explained the recent events that led to my frustration. The individual, interrupted me, and escalated further. Feeling my own will to be rational begin to fade, I quietly stated "I am not going to argue with you about this. I've contacted the proper authorities, and I'm done now. Have a nice evening." I promptly hung up, and called a different company to assist me with my needs.

I spent the rest of the evening filing formal complaints with all of the involved agencies. I took special precautions not to let my emotional reaction infect my appeals. I composed, edited, and recomposed several letters that objectively listed the facts as they applied to the improper business conduct. I repeatedly read my letters aloud, and adjusted elements to insure that I came off as professional and competent.

Insuring that I remained mature and adult about this process aided in the alleviation of my distress only slightly. It did feel nice to know that I had not sunk to the irrational level of the individual I was speaking with. However, sitting amongst my uprooted possessions, I still had a highly unsettled feeling about what had occurred. Yes, I was happy that someone would be contacting this business about the impropriety of their service, but I was still somewhat uncool about the whole thing.

Then, while browsing the Better Business Bureau website to obtain information about the complaint process, I ran into a link for complimenting a company. That's when it hit me. Despite my resistance, all of this negativity had still infected me, my mood, and my actions. I had accidentally neglected to acknowledge the impeccable response I got from the gentlemen at an additional moving company. He registered no offense that I had not hired him first, and immediately offered to pick up the slack at very short notice. He provided me with assurance and understanding when I was distressed, and was even grateful that I called him at all. It was remarkable, and, once I acknowledged it, restored my faith in humanity. So, I clicked on that link, and spent just as much time composing one compliment for him as I did on all of my complaints for the other company. After hitting submit I noticed something incredible. I felt better. I felt lighter and reassured.

Now, I'm not publishing that whole story to remind everyone how great I am. I know there was a lot in there about how I stayed calm and collected. There was also a great deal of boasting about my mature response under pressure. All of that sounds like one giant disorienting pat on the back, but I assure you it's not. I provided those details to explain that, despite responding to the conflict in a sophisticated and composed manner, I still felt unease. While proud of my response, it still left me uncomfortable and feeling somehow responsible for my contributions. It was not until I stopped capitulating to the negativity that I finally gained the resolve to move past it.

Once again, this life lesson reminds me of something my parents told me often throughout my childhood. Whenever I became upset about some argument or unfair situation, they would tell me to "just rise above it." I had always translated that to not sinking to low levels, staying cool, and avoiding the pull to engage in anything akin to a fight. While I'm sure that has always been part of the advice, a bigger part of me thinks the lesson actually called for me to walk away from a bad situation and enter into a positive one.