WEBVTT 00:00:06.085 --> 00:00:08.599 Every once in a while, I run into one of those people 00:00:08.600 --> 00:00:11.870 that think change is a four-letter word. 00:00:12.150 --> 00:00:15.489 They get so wrapped up in their own way of doing things 00:00:15.490 --> 00:00:20.217 that they can't - or won't - see that there might be a better way. 00:00:21.050 --> 00:00:22.489 Liz, got a minute? 00:00:22.514 --> 00:00:24.227 Oh well... actually... I was... taking care of... 00:00:24.252 --> 00:00:26.519 This is important. It'll only take a minute. 00:00:26.520 --> 00:00:27.679 Did you work on these? 00:00:27.680 --> 00:00:28.885 Sure. Why? 00:00:29.190 --> 00:00:32.255 Because I don't see the new reporting codes here anywhere. 00:00:32.520 --> 00:00:34.879 Listen, I have better things to do than to learn a 00:00:34.880 --> 00:00:36.979 new list of tracking codes every six months. 00:00:36.980 --> 00:00:38.514 I just don't have time for it. 00:00:38.631 --> 00:00:40.929 No one likes dealing with the changes that we're up against. 00:00:40.930 --> 00:00:43.759 But that whole - I don't have time for it - attitude... 00:00:43.760 --> 00:00:46.429 That wasn't helping the situation at all. 00:00:46.430 --> 00:00:47.442 Help me understand. 00:00:47.467 --> 00:00:49.989 You did see the email on the new reporting specs, didn't you? 00:00:50.014 --> 00:00:51.829 Probably. But that's beside the point. 00:00:51.830 --> 00:00:53.939 My job is to make sure that orders go out on time... 00:00:53.940 --> 00:00:57.658 And I can't do that if I’m learning a new list of codes every two weeks. 00:01:02.450 --> 00:01:06.202 When you're dealing with someone who has the flexibility of a fence post, 00:01:06.470 --> 00:01:08.802 we're talking about deep-rooted feelings. 00:01:09.010 --> 00:01:12.763 And sometimes, the most we can do is offer a new perspective. 00:01:12.788 --> 00:01:16.592 You know, give them something to think about and then hope for the best. 00:01:16.900 --> 00:01:22.047 And then we need to focus on regaining a positive attitude for ourselves. 00:01:22.480 --> 00:01:24.919 Look, maybe it would help if I had a better understanding 00:01:24.920 --> 00:01:26.194 of what the issue is for you. 00:01:26.624 --> 00:01:30.469 Do you want to know? First of all, we had to re-do everything - 00:01:30.470 --> 00:01:33.819 all of the customer invoices - and that took two weeks... 00:01:33.820 --> 00:01:36.689 and then they changed the tracking codes for no good reason. 00:01:36.690 --> 00:01:39.278 And good luck trying to get everyone to do it the same way. 00:01:39.935 --> 00:01:43.099 I get it... we're all under a lot of stress with these changes. 00:01:43.100 --> 00:01:46.949 She's always liked things "just so", but now... 00:01:46.950 --> 00:01:48.840 none of us could do anything right. 00:01:49.390 --> 00:01:52.119 I know how you must feel - these changes are huge. 00:01:52.120 --> 00:01:55.129 But they're really important for improving our customer satisfaction. 00:01:55.130 --> 00:01:57.759 But there was nothing wrong with the way we did it before 00:01:57.784 --> 00:02:01.175 and who's to say they won't decide that this doesn't work and change it again? 00:02:01.410 --> 00:02:05.418 Well, I guess there are no guarantees, but they've invested a lot of money 00:02:05.443 --> 00:02:07.602 in making sure our data is accurate and valid. 00:02:07.627 --> 00:02:09.466 And, really, the new codes aren't that hard to remember 00:02:09.491 --> 00:02:10.949 after you've used them for a little while. 00:02:10.950 --> 00:02:12.265 Maybe for you. 00:02:12.720 --> 00:02:15.149 I'd be happy to show you how I keep them straight. 00:02:15.150 --> 00:02:17.046 There’s a couple little tricks that I use. 00:02:17.237 --> 00:02:19.899 Fine. When I've got a spare day or two, I'll let you know. 00:02:19.900 --> 00:02:21.656 But, right now, I have to go to a meeting. 00:02:21.681 --> 00:02:24.244 Liz, listen. This really is important. 00:02:24.269 --> 00:02:27.529 I know it's frustrating, but... Is there anything I can do to help? 00:02:27.530 --> 00:02:28.610 I doubt it. 00:02:29.650 --> 00:02:31.237 But, I appreciate the offer. 00:02:31.600 --> 00:02:34.109 Sure. Well, let me know if you think of anything. 00:02:34.299 --> 00:02:35.148 I will. 00:02:35.319 --> 00:02:37.372 I really do enjoy helping people. 00:02:37.397 --> 00:02:40.139 That's why I got into customer support to begin with... 00:02:40.140 --> 00:02:43.760 But, I don't know... All these changes... 00:02:44.350 --> 00:02:47.289 I guess I don't need to take it out on everyone else though. 00:02:47.500 --> 00:02:49.195 She did offer to help. 00:02:50.039 --> 00:02:54.979 Confronting someone who isn't flexible can feel like you’re running a marathon. 00:02:54.980 --> 00:02:58.505 That's why it's really important to recover and go on. 00:02:58.530 --> 00:03:03.180 Regain a positive attitude ourselves and then find ways to keep it going. 00:03:03.383 --> 00:03:07.159 You know, one of the best ways to do this is to follow through 00:03:07.160 --> 00:03:10.652 on your commitment to help others improve their attitude. 00:03:11.027 --> 00:03:15.693 Encourage them even when we see the slightest change for the better. 00:03:16.028 --> 00:03:18.749 It's amazing how far a pat on the back will go.