A Midwestern Attitude

When was the last time that you encountered a pleasant, unexpected surprise over the phone? For me, it was this morning after breakfast, just before Priscille and I left the house for a few errands.

The local lighting establishment near the Somerville Circle had called us earlier this week to let us know that the flush-mount lighting fixture that we ordered was manufacturer-discontinued. But, the salesperson advised us, we could probably get one over the Internet if we did a search.

We followed the man’s helpful advice and yes, there it was: One of the first hits in Priscille’s Google search. The following day we called but were told that it was too late to check with the supplier to verify if there were any left in stock and, would we please call tomorrow?  We did, were greeted with the personification of efficiency, and placed our order.

It turns out that Sarah, the phone rep, was located in Wisconsin. She was just the opposite of those dreaded overseas telephone agents most of us have dealt with who read from a script, keep you on the line interminably, and end up never really helping, no matter how hard they try.

But not Sarah: This person, just like the one I spoke with the previous day, generated an attitude of confidence, trust and effectiveness in dealing with us. It reminded me of the time when we spent a few years in Rochester, an upstate New York community on the shores of Lake Ontario, where hundreds of college grads from Wisconsin and Minnesota had been hired to help Kodak and Xerox grow in the salad days of those firms.

Ordinary people from Wisconsin (and Minnesota) are – well – nice. They are the kind of folks who make good neighbors and fine citizens – solid stuff. So, my conversation with Sarah-from-Wisconsin this morning restored my faith in the belief that there truly are well-trained, sincere U.S. based Americans working the phones who represent reputable companies doing their best to provide first-rate service.

Kind of cements your faith in the American character at a time when we need to be reminded that if we come together, we can pull ourselves out of the deepest holes. And Lord knows: there are plenty of holes in need of fixing these days.

Enjoy your weekend; stay engaged. And remember our compatriots who live along the Gulf Coast. Their weekend won’t be so rosy.