Why it's better to be one of the 5%...

I am a member of a minority group...

It has come to my attention that 95% of folks never complain...about anything! That may explain why some customer service is now non - existent. I mean, if you are running a business and you know that only 5% of your customers 'may' complain why bother providing decent service?

Am I being too cynical here, or is it that for many of us we have become programmed in this way. We just accept the service we receive, but never actually do anything about it. We might share our thoughts with our friends and family and imagine what it would be like to actually do something about it...but we never do.

Still unsure what group you are in? The following may help you decide...

"One of our team members will contact you later today" they don't, and you do absolutely nothing about it. Well, you stay pissed off for days and then finally decide to call them back. "She's just out of the office at the moment, can I get her to call you back?" You also accept this but don't get the phone call and you guessed it you do nothing about it.

You enter a store and notice the staff members are chatting with each other. They notice you enter and then continue with their conversation. You continue browsing and buy something anyway.

The sales assistant is staring longingly into his portable device and your entry to the store has seemingly interrupted his messaging. You simply blame it on the 'younger generation' and buy something anyway. That's just the way it is nowadays you tell yourself.

If this is describing you, then you are in the 95% majority (according to research online) that is.

I have not been programmed to accept poor service, nor have I considered myself a member of a minority group, until now.

Why buying a new car will show you what group you are in...

When it comes to customer service, we are in the driver's seat...

A friend of mine recently purchased a new car from a dealer in Sydney. Actually, it's one of the largest dealers in the state and after hearing the saga it has been for him, I am convinced they are working on the 95% policy.

Now I'm not going to mention the name of the dealer, simply because it is free advertising for them. And why pollute my blog with their name anyway.

If there was a 'how to' guide on how not to sell a new car, this dealership wrote it. I will not describe in great detail all the dramas he has had, suffice it to say the whole process has been dreadful for he and his young family. We are not talking about a $15000 Chinese copy of a Polish hatchback here either folks. No, this is a major Japanese manufacturer this dealer represents and the vehicle cost the best part of $50k!

I have explained to my friend that he is a 5% man and welcomed him on board accordingly...Why? Because he complained about the poor service (poor being a gross understatement folks).

The car was damaged when he went to collect it, the keys did not work, it had not been detailed, the battery was faulty oh and this is just a summary, believe me.

But, not to worry, the dealer had placed a huge ribbon on the car which makes it all OK. WTF? I'm pretty sure the ribbon actually scratched the paint work too.

He has had the vehicle a couple of weeks now and in that time it has already had a partial respray, a new battery fitted, been detailed 'again' and of course he has had to contend with the obligatory "one of our team members will contact you" and "I'll have to speak to the sales manager about that" haha that old chestnut.

My friend has kept a detailed record of things and after demonstrating just how much he is a 5% man, has finally received what he believes is acceptable compensation and I am proud of him!

Put it this way, if you spent almost $50k and had been totally 'bent over' in a manner of speaking by the car dealer, would you be happy with an offer of two jackets? If you were a 95%er you would be...

How can I be in the 5% minority group like the original Sy?

Take note of the following and you too could be well on your way to being a member of a minority group...

1. Only deal with retailers that provide decent customer service.
2. If staff members ignore you and / or are rude to you, let them know and ask to speak to the manager.
3. Use social media for good instead of evil folks. If the business has a feedback section or an online presence, leave comments.
4. Remember, it is not personal. Don't become a keyboard warrior and say something like "I can't believe your sales assistant wore those shoes with that dress...what was she thinking!" That may detract from your actual message...
5. If you receive poor service from a government department, or your local council, contact them. I have learnt from experience that they will reply to your feedback.
6. Look at online reviews of businesses, sometimes other 5%ers take the time and provide quality feedback.
7. Know what you are prepared to accept in the way of service and if it is not what you expect, do something about it folks!

And if you do get fantastic customer service, tell your friends and family all about it. Post your experiences on social media and let the World know that decent customer service does exist and always remember, there is absolutely nothing wrong with getting the service you deserve.

I'm Anthony... and I'm adopted

Some folks are so full of crap...showbags I like to call them, always talking about this and that. No matter what you have or have done, they know better. No, it's not another 'nickname' post. But seriously, I have to draw the line somewhere so it may as well be here.

My name is Anthony and I am adopted. I made reference to the showbag as I continue to meet folks who seem to know all about adoption and how it must be. Amazingly, they are not adopted themselves but they saw a TV show hosted by a lesbian (not that there's anything wrong with that) from the other side of the World who knows a celebrity that adopted a child from Africa and she spoke about it, so that's good enough for them. WTF?

I have news for these supposed experts and that is adoption is by no means an experience everyone relates to in the same way. Perhaps it is where you grew up, from whence the child came, whether like me, you have salon quality hair...sorry I digress.

One size does not fit all...

It is an incredibly personal and individual experience for all concerned. Some people accept it and others never do. Many people have no idea they are adopted and only find out when a relative passes away or they discover they do not have a blood type compatible with either of their parents.

You see where I am going with this can't you? It is by no means a one size fits all thing. Just as the reasons for adopting a child are many and varied, so too is the experience.

Where it all began...

Fortunately, my parents John and Dawn adopted me when I was very young and they were always up front with me about it. In fact I used to walk around the house saying "I'm a Doctor", as they told me when I was very young. I have always known I was adopted and that Sue had given me up for adoption in 1971.

Personally, it has never been an issue for me. Although I must admit I have often had feelings that something was 'incomplete' but that may be all part of being a Gemini? All I know is that being adopted is not a bad thing. Sometimes I find it funny that folks find out you are adopted and then look at you and say "I'm so sorry!" Hang on here folks, it's not cancer or some sort of jungle fever...although that could explain a few things. That's just what happens often times when someone is unsure of what to say.

Here's a tip, if you feel that way just don't say anything at all...easy. A few years ago I was given the opportunity to speak at a function for adoptees and others involved in the process and / or contemplating it. This was held by the Post Adoption Resource Centre (PARC) which is a fantastic organisation and is part of the Benevolent Society.

Apparently, I have a Sister...

How did the PARC find me? Well, this is where the story gets interesting folks. About twenty years ago I received a phone call from a very nice sounding young lady. She obviously knew a great deal about me and asked me several questions, from where I was born to did I know who my Mother was? At that time in my life, I was not the carefree relaxed Man I am now (I know that is pretty much a lie) and remember being pissed off and about to hang up the phone...when I heard her say "Anthony, my name is Kirsty and I'm your Sister!"

         Sis and I

Wow!, to this day I can recall that conversation and how it brought such a wonderful, beautiful, talented and gorgeous person into my life, my little sister Kirsty. She is two years younger than I and considerably better looking. She has a family of her own too and we all get on really well.

Her experience with being adopted is very different to mine and that is as I mentioned earlier,  an incredibly personal thing. It affects us all in different ways, some good and some, well you know...

When Kirsty found me, it was like a new beginning...

I have an official birth certificate and I also have the one which Sue has. It shows a Christian name of Josef whom for 45 years I believed was my biological Father. As it turns out he isn't! We did a DNA test last year and we are not a match, talk about being full of crap, well at least the person who provided the information was a showbag anyway! Hahaha

The road ahead...

So there you have it folks, a little insight into the world of an adopted person. Based on my experience, if you're thinking about adopting a child please do me a favor and let them know as soon as you can they are adopted and that it is OK. Help them to understand that they are special and that you will always be there for them. What you must never do is keep it from them and spoil them with material possessions instead. That road is a bloody awful journey folks and fortunately I have only seen that from a distance.

We can only hit what we are pitched, as they say and for Kirsty and I we have about twenty years of catching up to do...one of the coolest things is getting a text or call from her and knowing that we were just thinking about each other. I guess you really can't fight genetics.