Treat #102
: Ultimate Completion
My health insurance company who bills my credit card monthly for payment asked for the new expiration date of my credit card that is soon to expire. Realizing I should have received my new credit card by now I called the bank to find out the new expiration date. I was told it could not be given over the phone and I would need to wait. Due to my travel schedule I explained there was a timeline involved and asked to get the new card earlier. The person was quite willing to assist and scheduled a new card to be sent over-night to me.
I received it the following day, called to activate the card, cut up my old card and went about entering the new expiration date in my records only to discover that I received a replacement card not a new card with a new expiration date.
So I called the bank to let them know the error and met the kind of person I hope I am when I am serving others.
First she genuinely apologized for her colleague’s error and admitted that the first person who assisted me just checked the wrong box on the screen…very refreshing.
When I started hearing all the hoops she was going through to get me the reissued card by the following day, I told her to forget it but she kept insisting that she was going to get me what I originally requested. My request became her passion.
Even though it looked like an impossible task she just kept looking for a way through and she seemed to be having fun in the process. So I had fun with her. Together we worked towards a solution. Even though it was a seeming challenge, she enthusiastically committed to find the one action that would give me the correct new card by the next day…and without the shipping fee.
Her intention was clear – to resolve the situation to its ultimate completion.
In the process she went off script and switched from the standard mechanical communication typical of a customer service call and “talked” to me as a person. She genuinely thanked me for our interaction and said how much she enjoyed connecting with me. I asked her how she handled the challenges of customer service calls and she told me her six kids are a good training ground.
She created an experience that allowed us both to feel uplifted by the interaction.
To me that is the ultimate completion – everyone leaves feeling uplifted. We all deserve our days to be filled with ultimate completions both for ourselves and others.
Martha Invitations
1. When you are asked to do something, take it to the ultimate completion.
2. Let go of any automated scripts in your life and speak with genuineness to yourself and others.
3. Laugh and have fun even when things get all screwed up. The second Express packaged arrived today and once again it was a replacement card. And I could laugh! I am still feeling uplifted.
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