I want to live in a world where I will be able to make a list of things that I need to do and then go out and actually check off all of the items on that list. I can't do that anymore. It cannot be done. No matter what I do, who I speak to, or how kindly I treat the workers I encounter in my errands, Hell will freeze over and my tush will fit into size 2 jeans before America will return to an era when good customer service is the standard rather than a rare exception.
Rude (or downright hostile) customer service, apathy, and a thorny labyrinth of red tape characterize most of my experiences in public life. I could try to comfort myself by saying that all these things are a military issue and that those living outside our "DoD family" don't have to deal with this stuff...but that would not be true. It's not just the military system. The country is broken all over.
No one can make a list of tasks or errands and just go out and get it done, anymore. Well...no one except the most wealthy among us. Great wealth and power inspire fear, so those folks get the crap on their lists accomplished, but even that is misleading. I'd bet that very few people tell Donald Trump, "no." I'd also bet that he has an army of assistants who run his errands for him and that they get told, "no," just as often as you or I would. The wealth and power doesn't get the list done better, per say. It just insulates the wealthy and powerful from having to deal with the problems personally. The system doesn't work any better for the influential folks. They just have more help.
So what am I talking about with this babble about an impossible task list? Using my own list from yesterday as an example, I will attempt to explain. My to-do list was as follows:
· Doctor's Appointment at 10:30a.m. Sign in by 10:15.
· Vet's Office for 6 months of heartworm tablets and make appointment
· Get the A/C in the van fixed or get an appointment for it
· Go to the Commissary (grocer)
· Go to the PX (like a military Wal-Mart)
The Doctor's Office
I have a semi-serious health issue going on right now, and so I put on my big girl pants three days ago and began calling for an appointment. The first call, I got forwarded by a clueless admin at the front desk to a nurse's line. The nurse's line didn't answer, so I left a message. The next day, the nurse's line called me back and referred me back to the front desk. The kid at the front desk was the same one who talked to me the day before. He tried to transfer me back to the nurse's line, but I threatened to remove one of his testicles if he so much as put me on hold, so he gave me an appointment. Now you're caught up on the history of this thing.
At 10:15 on the button, I arrived at my doctor's office and signed in (had I signed in any later, they would've cancelled my appointment and made me reschedule, even though my appointment was not until 10:30. I made that mistake once before). Though morning is always a busy time of day for this office, they have never taken time or care to order sufficient seating for the number of patients waiting to be seen. There is an abundance of open floor space, up to 30 people waiting on any given morning, and only about 15 seats. My daughter and I stood against the wall with the other chair-less patients. After about 15 minutes, and very near the time of my actual appointment, I was taken back for vitals. Once done, I was returned to the waiting room to wait for my name to be called. Twenty minutes past my appointment time, I was walked back to an exam room. The doctor came in 10 minutes later (half hour past appointment time...and this was impressive given my past record with them). I like this guy. He is professional, seems sincere, and always tries to give his patients attention and appropriate diagnoses. He examined me, referred me for an ultrasound (I watched him type the referral into the system), and sent me on my way.
Once in the car, I called to schedule my ultrasound appointment. No one was available at the office. Per the automated voice system's instructions, I punched a series of buttons to find the correct voice mail, left a detailed message, and asked for a call back. This was approximately 11:30a.m.
The Vet's Office
Very near noon, I pulled up to the vet clinic. Since I did not have an appointment and had never been asked to do so on similar errands in the past, I did not sign the patient book. I walked straight to the counter to make my appointment and purchase the heartworm meds. After watching 5 women with no apparent task to do saunter around talking to one another for several minutes without acknowledging my presence or speaking to any of the other customers waiting, I was asked if I had signed in. I smiled politely and said, "No, I'm just here to buy some heartworm preventative and make an appointment." The lady stared at me for a long, awkward, and silent moment as if I had just slapped her in the face and she hadn't yet recovered from the blow to retaliate. "Ma'am," she said in that tone, "You need to sign in and wait until your name is called. We're very busy today, as you can see." Um. Okay. I signed the book.
Fully twenty minutes later, my name was called. A different woman (her name tag said Amber) was at the counter now, and she asked what I needed. I told her, gave her my ID and my beagle's name (it's Kioko). She clicked some keys and then her eyes scrunched up in thought. "Ma'am," Amber said, "We can't give you 6 months of heartworm because your dog is due for her annual heartworm test. We can only give you one at a time until she gets a test done." Frustration welled up, but I understand the reasons behind this rule. Heartworm preventative given to a dog with an advanced heartworm infestation can kill the dog. Since I knew there was a good reason for this rule, I submitted without comment or shooting anyone a dirty look (note that Amber didn't tell me why the rule existed. I just happened to know already).
"Okay," I said, "that's actually the other reason I'm here today. I need to make an appointment for Kioko to get her annual vaccines and tests." Amber's eyes brightened. She knew the answer for this one, and she poured it out so fast that the words jumbled in my ears, and I didn't understand most of it. I had to ask her to repeat herself...which, to her credit, she did very politely. "Okay, Ma'am, you can come in next Monday morning any time from 8-9am when we open up appointments for the week of September 20th." I stopped her. "So, I can't get an appointment until 4 weeks from now, but I can't buy heartworm for this month and September?" Amber sighed and assembled her "patience face" before saying, "No, Ma'am, until she gets her heartworm test, you can only buy one per month." I continued, "You said I can't get the test until September 20th , and Kioko will need another dose of preventative before then. I had to wait over half an hour just to buy one tab of HeartGuard from you, so you're saying I have to do that again?" Amber was losing her patience with me, now. "Yes, Ma'am, that's our policy." I think she shocked herself with her own curt tone, so she softened up a bit and added, "or you can come in for an open house on any Wednesday to try and see if you win a slot for an appointment someone cancelled on." I physically shook my head a little to clear it and this distressed poor Amber. I could tell. She thought she was giving me good news with that last bit. "I'm sorry, let me see if I understand. I can't get heartworm preventative for my beagle because she hasn't gotten her annual heartworm test, but I can't make an appointment to get her heartworm test today because you're booked solid for the next four weeks, and you won't open dates after that until Monday?" Amber nodded. "So in order to get an appointment, I have to drive up and see you—I can't call?" Amber shook her head and I went on, "...during the very same time I will be dropping my daughter off at school—which means I can't make it here in that timeslot—or I can drop in on a Wednesday and see if I get lucky with a cancellation?" "That's correct, Ma'am." She could hear that I wasn't appreciative of how kind she'd been, and she'd just about had it with me. "Your heartworm pill today will be $7.00, Ma'am." "Thanks for your help," I said.
I paid and walked out.
The Rest of the Day
I was hungry. My daughter was hungry. We were both hot and grumpy, now, and I was on the verge of homicide. We grabbed some nori rolls for lunch. I tried to improve my mood for the sake of my daughter's, and with a somewhat renewed temper, we headed off to complete the rest of the list.
We live on a tropical island. It is August. It's as hot as the Devil's hatred here right now, and the A/C in my van stopped blowing cold air last month. My first trip was to the auto shop we always use. The woman there apologized and said they had a broken gauge or something and could not help me. I asked for a recommendation to another shop, she gave me one, and I drove there. At the second place, I was told they didn't do that kind of work, but they knew who did. They gave me directions, and I went to the third vendor. "No, Ma'am, we don't fix air conditioners," was the response at place number three, and he didn't have any other advice or commentary to offer. I drove to the gas station on base and bought some cans of Freon.
The commissary and PX were a total success, which would've made me ecstatic on any other day. Generally, there are a few things on my list they don't carry (we eat a lot of produce, and produce variety is not our commissary's strong suit), and I have to hit several stores to find what I need. We're not talking about exotic plants here. I'm talking about celery or tomatoes. The PX is generally even worse for selection, but I only had two items to get: toilet paper and paper towels. Had it been something racier (like Scotch tape or socks in my daughter's size...we might have had a bit more trouble).
By 4:30pm, I had done all I could do. I was waiting for a return call on the ultrasound appointment, completely stumped about how to handle vet care for my dog, in possession of compressed gas for my A/C with no idea how to use it, and fully-stocked on toilet paper. Happy day.
We got home and I started dinner. At about five minutes before closing time, I received a call back from the ultrasound people. They could not see me for three weeks. "I'm in pain here, and it could be serious. Is there no way to fit me in sooner?" "Well, Ma'am, if you start bleeding really bad or the pain gets too bad, you can go to the ER and they'll send you up here before that." I was just done. I practically hissed, "So, if we let it go until it becomes life-threatening, you can see me, but until then, I'm out of luck?" I'm not even kidding you. The lady said, "Yep," and hung up on me.
After all that work and running around, I was only able to cross off 3 out of 5 errands, and only two of those were actually completed. I still hadn't received a diagnosis, my dog still didn't have an appointment for her annuals, my car was no closer to fixed, and an entire day of my life which I will never get back was over. I took some aspirin, ate dinner with my daughter, and went to bed. Do you really need someone to research why so many Americans are depressed? Life is like this for everyone. It's soul-sucking. This day was neither extraordinary in my life nor typical only to me. Most people I know deal with this every single day just to get their bills paid, their stuff maintained, and their lives managed. It's this hard, all the time, to get anything done...for everyone.
Nothing works, anymore.
America is no longer a nation able to support a well-oiled society. We've become too litigious, too isolated from one another, and too selfish to deal with our neighbors like civilized humans should. This is just as present in business relationships as it is in personal ones. Businesses in just about every industry have grown so large and so wealthy, that the way in which any individual customer gets handled is of no consequence and, therefore, of no concern. Losing that customer's business is not important. Satisfying that customer is not important. Monopolizing an industry is all that matters because once you've made your company the only choice out there, you won't need the customers, anymore. They will need you.
Megabanks swallowed up all the smaller banks, so they no longer treat the average American account holder with any respect. Very, very few individuals have enough wealth to threaten a bank into submission, and if an accountholder pulls all his money out of one megabank, his only alternatives are other megabanks with the same level of service. The entire medical profession is beholden to insurance companies, and the insurance providers are just like the banks. No individual patient is important. No individual doctor can effectively fight against regulations that impede his ability to provide appropriate care for his patients. Retailers may have retained their brand names on the storefront, but most of them have been swallowed up by mega-corporations. Clothing, groceries, electronics, department stores...it's all the same. Cable companies, phone companies, internet companies, cellular companies, and even basic utility companies have all been merged and acquired into the same mire of customer-crushing...hugeness.
What the customer wants, needs, or deserves is no longer important. He is just a number, and that number moves further and further right of the decimal point with each passing year.