Good Point

Yesterday at work I got a strange call. I thought the caller was asking if he could pick up a donation at the branch store. I knew I was in trouble when the company president at no recollection of that particular donation. I star-six-nined the call to try to get more information, since I hadn't asked the caller's name or phone number. I then asked the president if he could take the call and help me out. After a few minutes I went and asked him if there was anything I needed to do. He said, "YOU NEED TO LISTEN BETTER! ALL HE WANTED WAS TO KNOW IF HE COULD DROP OFF A DONATION REQUEST TO THE WEST STORE!" Well, I was relieved that he had figured out the question, and hurt that the president said this to me, but I told myself that "it would serve no worthwhile purpose" to dissolve into a bowl of mush. Truth be told, it does pay to listen at home and work. When a customer comes in and inquires about "wilted roses" she might be asking about rose petals. Today a customer called with a laundry list of complaints, 1) she was not happy with the presentation of birds of paradise in an arrangement, 2) sales associates at the store argue with her, 3) a delivery driver dropped off a bouquet and left it on the porch when the recipient was home and would have answered the door if he had called and 4)is there a solution for late afternoon deliveries when the recipient is working. I tried to listen, rephrase her concerns and communicate. I am putting a new foot forward. I will listen carefully and try to understand.