Monday, August 28, 2006

I never want to be one of Those People who takes great pleasure in asserting her right to good customer service. These power-starved people who feel that any lapse in customer service, no matter how tiny, is a direct and intentional assault on their Rights As A Customer. Or else a personal slight that goes deep down directly to the very core of their human dignity.

You know- those people who become incensed when they learn that the plane has just run out of the chicken meal and -no -they don’t want to eat beef or a cold plate because they have paid just as much as the last chicken-eating customer. It is not the beef. It is the principle. You know those Principled People. Then these people ask to speak to the manager and begin their story with, "you know, I’ve been a loyal customer of x company for x years. For the last x years, I’ve flown on your airline day in and day out. I even bought my daughter a child-size air hostess uniform when she was younger. I sing your praises any chance I get. But after this [insert offensive incident] that is all gonna change, I tell you. I’ve never been treated like this before. I don’t know what is going on here. But It Just Isn’t Right."

Their outrage is loud and sometimes they’ll bring you into It as a prop. Like when you are sitting behind one of them and she whips around and points at you and says, loudly, "how do you feel learning that x company thinks you are a second-rate customer and that you don’t deserve chicken and that you should eat whatever dregs are left over from the front-of-the-plane customers? Hmm?" And then you are in a lose-lose situation where if you say something to agree with this person, you are guaranteed to have air hostess spit in your next coffee, and if you disagree, or honestly admit you could care less about the chicken because you had pre-ordered the Asian Vegetarian meal, not because you are Asian or a vegetarian, but because you were curious about it and the option was open to you, you may have to prolong your embarrassingly loud and public conversation with this person. Or worse, have her wrath transferred onto you.

No, I never want to be one of those people.

Or one of those people who thinks that vanilla is a valid flavour of ice cream.

Friday, August 04, 2006

Things I like about Ottawa - Thing #1

My obsession with the Toronto Public Library is well known - and infectious.

I’ll try not to gush too much in this space - but honestly - it is maybe the best use of our tax dollars. Ever.

One can log onto the Library’s website, electronically search through zillions of book, CD, DVD, and video titles and place a hold on desired items. Then the library, free of charge, will send it to your closest branch. An automatic message calls you to let you know when your item is ready for pickup.

I reserved so many titles that I started to get three calls a day. I actually stopped saying "hello" when I answered the phone in anticipation of the "pause….hello….this is the Toronto Public Library, you have one or more items on hold..." message.

In any case, I enjoyed many, many free movies, sampled new musicians, and even listened to books on tape on my walk to work.

Unfortunately, the secret of the Toronto Public Library is out. Way out.

After asking about ten people whether they know that Stevie Wonder song that goes: "you can feel it all over, you can feel it all over," accompanied by my little dance, I found my answer:

Sir Duke.

I googled the title, found out the CD it was on, and put a hold on it.

Number 156th in the waiting line to get the CD.

I waited. And I waited. Winter ended. I waited. Spring ended. I waited. Got a job. Still waiting. Moved. No Sir Duke.

The third thing I did when I got to Ottawa (after finding the grocery store and place to buy chocolate croissants) was sign up for a library card.

This morning I put a hold on the "Songs in the Key of Life" CD.

This afternoon, a mere 6 hours later, I’m listening to Sir Duke.

Sure there are fatal digital skippy bits from over-use. But it’s all mine (for 3 weeks with allowance for one renew).