My Yesterday...
...and my today.
Up early, fed my 5 cats, and myself. Then, answered emails and text messages. Next I headed over to the Cottonwood Walmart to return a computer I ordered online which arrived a day late and then “black screened” when I plugged it in. I’ve had computers since 1986 so I tried to do some things I have done before to get my laptops running again… First made sure the battery was up, then I did a hard reset (holding down the power button for 20-30 secs). No change… I tried again a couple of times without the screen booting up. I called Walmart and asked to send the laptop back and got instructions to “drop it off” by 2-27-26 in order to get my refund of approximately $800. So, yesterday I drove to the closest Walmart: Cottonwood…20-25 minutes away depending on traffic. We don’t do box stores in Sedona.
I arrived at Walmart with box in hand but forgot my phone. When I got to customer service, which had 3 registers, 2 people working with consumers, I stood 4th in line. As 10 minutes passed, I took the heavy box to the unused register position and put it down, then returned to my place in line which was still #4. By this time the man at one of the registers looked at his watch and left the area. Break time? So another 15 minutes passed before it was my turn at the only register taking refunds. To say I was not happy is probably an understatement at having to wait almost half an hour. I told her I had been told to “drop off” the computer at any Walmart store. She, very beaucratically asked if I had my order number. I said, “no. I was told to drop it off”. She then asked if I had my phone and I told her I had left it in the car. I was the told that she could not help me. I asked for the manager. She made me move over while the manager, the same man who saw our long line earlier, but chose to leave. He arrived and said there was nothing they could do for me. I was livid and took my box to the car and cursed Walmart all 25 minutes back to Sedona.
As I arrived over the Forest Rd extension, through the construction, and to Smith where I planned to turn left, I noted a sign that said “road closed” but there was no barracade and a car came out from Smith before I turned. So I turned left. If cars are parked on both sides of Smith then only one car can move down the street. We have “skinny streets” in Uptown, which is the original part of Sedona. Though there is “no parking” on one side…there were cars on both sides for about 1/4 of the way to Mesquite where I intended to turn left. When I got to Mesquite, there was a car parked on the road under the Stop sign in the lane I was turning into and a car parked just on the other side of Joan Shannon’s driveway. After stopping at the 4 way stop sign and proceeding to turn left, I was about 4/5 into Mesquite when a large truck rolled up to the front of my car. It just sat there. I honked. 2 times. A man opened the car door and approached my car. He told me he was a resident and I needed to move. I explained that I also lived in the neighborhood but couldn’t get past him and that he should back up. He told me to “back up” (into a 4-way stop intersection). I told him I would call the police. He again wanted me to move and I told him I was calling the police. He walked back to his truck and finally moved his truck past me into the intersection. I didn’t call the police because this is Sedona. If I still lived in Phoenix I would never have been so brave. A mustached machismo who verbally assaulted me. Sedona has changed.
I got home and wrote an email to people who are aware of the issues in Uptown and our “skinny streets”, who know about people who park in no parking zones, and who suffer the attitude of some of our locals (including me sometimes). I then turned off my phone, poured myself a glass of wine, fed the kitties, and turned on a great movie “running out of time” with Denzel Washington.
This morning I decided to drive 45 minutes to Flagstaff to the Woodland’s Walmart to return the computer. I love an early morning drive to Flagstaff through the canyon to my old resident city and arrived at Walmart at 7:30AM. As I walked in, another shopper was leaving and I said hello…he said hello and gave me a big smile. Just around the corner was the Customer Service area and no one in line. As I walked up, the most lovely, wide-eyed lady greeted me. I told her I was here to return the computer I had purchased and that I was told to “drop it off” at any Walmart. This time I had my phone and I was trying to find the order #. She waited just a minute then asked me why I was returning the computer, I told her it “black screened” and I had called online Walmart to return it. She asked: “What is your phone number?” I told her. Maybe 10 seconds later she said, “I have it”. I said something and she said: “We are done. Here’s your receipt”. I think I told her she was the best thing that has happened to me in days. She just smiled.
When I got home I had breakfast and considered the last 24 hours.
One person changed my attitude.
I have been in customer service and adult education in sales for over 60 years and I’m still teaching and doing the best customer service I can do. It pains me to see people who display a beaucratic attitude with anyone. What do I mean? I call it the “I’m right and you’re wrong” attitude. A power position that makes them feel good but usually costs the business another sale. I wonder why companies don’t train their people to know that they are the first line between the customer and the company?!! I was about to write to the BOD of Walmart. Yes, I do those things. I’m not trying to get someone fired, I’m trying to let the company know they have a great weakness in their training and it’s probably costing them money.
Today, one woman changed my attitude. She was a problem solver. Yes, I’ll shop at Walmart in Flagstaff. I will order again online from Walmart. All because of her.
As for the neighbor who verbally assaulted me… I’m not over that one yet…but I’ll get there.