I decided some time ago that when something like this happens, I would take a couple of minutes and call and let supervisors know just what happened. I figured that I would try to change the world—one phone call at a time!
Here's what usually happens: I call and ask if I can speak with someone to give some feedback. Almost immediately, I sense a nervousness—and even a hesitancy to connect me. This is followed by apologies and promises that my complaints will be handled.
What follows next is perhaps my favorite part: I say, "No, I'm not calling to complain; I'm calling to say that [so-and-so] was amazingly helpful. I wanted to make sure he/she receives recognition."
Every time, this is followed by an astonished, "Wait, what? Really? You aren't calling to complain?"
[Question: Did you, likewise, assume I was going to complain?]
After I'm connected to management and give my report, there is a similar exchange, followed by a promise that so-and-so will be recognized.
I think it's great fun to do this. Not only does it make me feel better, but I get the feeling that at least three other people feel good too—the person who answered the phone initially, the manager/supervisor, and the person I'm calling to report on.
Earlier I wondered if this is a local trend or the result of a change in me. I hope that it's both. In fact, it may be a sort of chicken-egg conundrum: Which came first, the good service or having eyes looking for the good service (compare to Matt. 13:15-17).
While the genesis of this question isn't really important, I think that the effects are. In fact, I'm hoping that if I can continue to do this, that I can really change the world—one phone call at a time.
And in the process, change myself.
You are wonderful! Although, I believe you lead the people to think you are going to complain, and then you surprise them. You love to see that reaction. ;) And, I love you!
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