A Taxi Driver and Patience

I do not cry often. When I do it has to really hit me deep within. This story brought tears to my eyes. I am not sure if it is true, or how it originated, but nevertheless, it will touch you. It has been circulating around Facebook, so you might have read it already, but for those of you who have not, you are in for a treat. Here is the complete story. I have also copied it in its entirety here:

“A sweet lesson on patience. A NYC Taxi driver wrote. I arrived at the address and honked the horn. After waiting a few minutes I honked again. Since this was going to be my last ride of my shift I thought about just driving away, but instead I put the car in park and walked up to the door and knocked.. ‘Just a minute’, answered a frail, elderly voice. I could hear something being dragged across the floor.

After a long pause, the door opened. A small woman in her 90’s stood before me. She was wearing a print dress and a pillbox hat with a veil pinned on it, like somebody out of a 1940’s movie. By her side was a small nylon suitcase. The apartment looked as if no one had lived in it for years. All the furniture was covered with sheets. There were no clocks on the walls, no knickknacks or utensils on the counters. In the corner was a cardboard box filled with photos and glassware.

‘Would you carry my bag out to the car?’ she said. I took the suitcase to the cab, then returned to assist the woman. She took my arm and we walked slowly toward the curb. She kept thanking me for my kindness. ‘It’s nothing’, I told her. ‘I just try to treat my passengers the way I would want my mother to be treated.’ ‘Oh, you’re such a good boy, she said. When we got in the cab, she gave me an address and then asked, ‘Could you drive through downtown?’ ‘It’s not the shortest way,’ I answered quickly. ‘Oh, I don’t mind,’ she said. ‘I’m in no hurry. I’m on my way to a hospice.

I looked in the rear-view mirror. Her eyes were glistening. ‘I don’t have any family left,’ she continued in a soft voice.’The doctor says I don’t have very long.’ I quietly reached over and shut off the meter. ‘What route would you like me to take?’ I asked. For the next two hours, we drove through the city. She showed me the building where she had once worked as an elevator operator. We drove through the neighborhood where she and her husband had lived when they were newlyweds She had me pull up in front of a furniture warehouse that had once been a ballroom where she had gone dancing as a girl. Sometimes she’d ask me to slow in front of a particular building or corner and would sit staring into the darkness, saying nothing.

As the first hint of sun was creasing the horizon, she suddenly said, ‘I’m tired. Let’s go now’. We drove in silence to the address she had given me. It was a low building, like a small convalescent home, with a driveway that passed under a portico. Two orderlies came out to the cab as soon as we pulled up. They were solicitous and intent, watching her every move. They must have been expecting her. I opened the trunk and took the small suitcase to the door. The woman was already seated in a wheelchair. ‘How much do I owe you?’ She asked, reaching into her purse. ‘Nothing,’ I said. ‘You have to make a living,’ she answered. ‘There are other passengers,’ I responded. Almost without thinking, I bent and gave her a hug. She held onto me tightly.

‘You gave an old woman a little moment of joy,’ she said. ‘Thank you.’ I squeezed her hand, and then walked into the dim morning light. Behind me, a door shut. It was the sound of the closing of a life. I didn’t pick up any more passengers that shift. I drove aimlessly lost in thought. For the rest of that day, I could hardly talk.What if that woman had gotten an angry driver, or one who was impatient to end his shift? What if I had refused to take the run, or had honked once, then driven away? On a quick review, I don’t think that I have done anything more important in my life. We’re conditioned to think that our lives revolve around great moments. But great moments often catch us unaware-beautifully wrapped in what others may consider a small one.

I agree with the driver, and I am so glad they were not angry that day. This is my favorite take-away: “We’re conditioned to think that our lives revolve around great moments. But great moments often catch us unaware-beautifully wrapped in what others may consider a small one.” That is what brought tears to my eyes. To watch and be aware of those moments. The ones that make us better, more aware, and more alive.

Customer Service – UGH!

I have a rant. So our contract is almost up with our Internet/TV/Phone provider. We called today to find out if our rates would increase. They are. By $50. Gulp. Seriously. It does not make sense. We have been a customer for over 3 years and they (ahem – Frontier FIOS) are doing nothing to keep us as a customer. It makes no sense to me. We are researching other companies, and we could move to Comcast, Century Link, or some sort of arrangement with satellite (Dish or Direct TV). So with so many competitors, why would Frontier do nothing to keep us as loyal customers? Their response was that their system no longer allows discounts and the only way to get a deal is to sign a new contract for new service. Again, this makes no sense to me. Why should I have to sign a new contract to continue paying what I am currently paying?

I have had an iPhone for years. My rates have never changed. I was grandfathered in with the unlimited data plan, and yes AT&T I will not leave you, because my unlimited data plan I believe is golden. I never think about how much I am on my phone, using my apps, the Internet, doing email. AT&T never changes my rates from year to year, and I appreciate it. Thank you, AT&T.

So, Frontier, we are looking to change companies. Wouldn’t you? Why should we stick with a company that has always given us bad customer service, messed up our billing for over 9 months, and has done nothing to keep us as a customer? Does anyone have any experience with Century Link or satellite? We have had Comcast before and might switch to them. We will most likely cancel our phone plan and just stick to Internet/TV. I would like to find a TV/Internet provider that actually cares about their customers. Is that even possible? (Frontier could really learn something from Zappos). To find a TV/Internet provider that cares about their customers? I would love to be happily surprised.

Perplexed in Portland.

Warning: Mortgage Auditing Program

So this week we received a letter in the mail stating that we “may be owed a refund of several thousand dollars from your mortgage lender.” It then gives the date we signed our home loan and the amount of our original loan. The letter goes on to say:

“Government studies by the FDIC as well as financial audits of lenders have shown that thousands of mortgages contained mistakes or overcharges. Your monthly mortgage payment may have been miscalculated and you may be due a refund from either your current or previous mortgage lender. The average refund is $1,497.32 and one third of the refunds equal $3,000 to $7,500. You are eligible for a mortgage analysis and refund review.”

At first I thought wow, I would not mind a refund! Then I think…this is not from my mortgage company, and all it says for the return address is: Mortgage Auditing Program//Division of Consumer Services – of WHAT company? So I Google: “Mortgage Auditing Program” and all I find are tons of hits about how this is a scam. That you have to pay $249 to sign up, etc. Yuck, I hate stuff like this, because it always makes me think of my grandma and how if she had received something like this, she might have believed it. She was very trusting of companies she worked with, and this is just vague enough and enticing enough to mess with your mind. Who does not want to learn that they could receive a refund from their mortgage company?

If you stop to think about it, the only time you usually see any type of refund from a large company for a mistake is through a class action lawsuit. So if your mortgage was miscalculated, then most likely others were too, or it was part of a larger situation where large numbers were effected and charged a fee they were not truly required to pay. If that happened, you would hear about it in the news or directly from your mortgage company.

Further research shows that the Better Business Bureau gave this company an F rating and they had 41 complaints in the last 12 months. With the following comment: “For $249 the company performs a review of the payments you have made to your mortgage lender.”

I just wanted to share this in case anyone else receives a similar letter. It is frustrating because I do not want individuals to get duped and excited about the possibility for a refund from $3,000 to $7,500!

Are you the scary customer?

I cannot say I am always the nicest customer. After working in customer service for so long I have a shorter fuse. I know what it takes and now have high expectations for what a customer experience should look like. These days my husband makes the calls pertaining to our accounts. He has a lot more patience than I do, and I often am – well to put it nicely a bit too blunt over the phone.

I recently finished reading: Malled: My Unintentional Career in Retail by Caitlin Kelly. It is a good memoir of Caitlin’s experience working in retail between 2007 and 2009. She is a freelance writer, who needed income during the economic downturn, and she chose to work at The North Face store near her home in New York City. Her job paid between $9-11 an hour with no commission or benefits (since she worked part-time). She was also provided a uniform for her job (many retail jobs do not provide this for free). Her book was a reminder to me to watch how I might treat retail workers, whether at the mall, grocery store, boutique, etc. Caitlin is a journalist so she already had experience working with strangers and the public, asking questions, and connecting with them. I loved her fresh approach to how she interacted with her customers. We could stand to remember this when dealing with our co-workers, family, and friends.

“I lived for these moments. Retail, at its rare best, allows total strangers to quickly connect and converse meaningfully. It’s really, often, about trust, the merchandise and the sales floor merely the means through which two people, however briefly, can slow down long enough to discover and enjoy common ground. It wasn’t an accident that after a twenty-minute conversation with me someone would easily spend $400, or much more. That person had received my careful, individual, and undivided attention, a rarity in any store. A rarity anywhere, really.” page 86

Throughout her book she shares how the corporate offices did all they could to cut back on their sales staff to save money. The less they paid their sales associates, the more profit they made. The less associates they had on each shift, the higher their profits. Many had little to no training, and no thanks or gratitude from management or the head corporate offices. Associates were constantly on their feet, in sometimes horribly ventilated storefronts, with short breaks, annoying music, and irate, rude, and aggressive customers. This all leads to extremely high turnover. By the end of Caitlin’s 2 year stint at The North Face she says the following:

“Now, though, I also carefully and consistently thanked anyone doing a service job well, from grocery baggers to gas station attendants. I viscerally appreciated how grim it could be, how little many customers thought of them, and how hard and poorly paid was the work.” page 205

I vow to curb my frustration, whether with the store, retail worker, or with something in my own life, and not take it out on the individual working in the store or over the phone that day. If we were all to do that, we could make a change in how retail workers experience customers. They do not deserve our frustrations, anger, or scorn. Often, the retail worker has no control over the issues we may have with their company. Much of the time, store management and corporate headquarters do not want to hear the complaints or comments their sales force has heard from customers. The best way to communicate issues that might be widespread between many stores is to contact the corporate offices to voice your concerns.

Are you like me? Do you need to think again about how you are treating retail workers?

Money Club or Book Club?

Is it bad that I am intrigued by the idea of getting together with others and instead of having a book club (which of course would be great too) having a Money Club? Is it me, or do I feel that most others would not enjoy it? Is it because money is such a taboo topic among so many of us? I do not think a Money Club would necessarily need to be just women, but then maybe it would make women feel more empowered if it was just women. In any case, I am curious, if a monthly Money Club get-together is something folks would go to?

I got the idea from a LearnVest Daily email newsletter. I wish I had come up with the idea. I did not know the idea had been around for a long time. After doing a Google search I found quite a few websites that give details on how to start a Money Club. Regardless, I think it is something I might try to start. We all need to be more liberated about money issues, debt, talking to our spouses about our checking accounts, spending needs, etc. The above link shares steps for starting your own money club.

It is possible your Money Club might start out and be a bit uncomfortable. I think it is because of how little we talk with others about money, but it is so needed. I know plenty of individuals that are freaked out to even look at their checkbook so they just resist doing so and as a result do not know how much money they have to their name, or if their bank is hemorrhaging their accounts with unwanted and unnecessary fees. Others may not know what their joint income is and whether or not they have an emergency fund (maybe their spouse takes care of all of it and they never talk about it). A Money Club could help shed light on their current financial state, and if they are on track for retirement, are they financially prepared for the loss of spouse, or the loss of income. Or maybe it is about sharing resources, ideas, and encouragement for individuals wherever they are in their financial experience.

Financial conversations may not be something that you care about, and it may bore you to death, but it is as necessary as attending to many of our basic needs. Maybe I should start a virtual Money Club via phone or online if there are not enough interested individuals in my local area. So if an ETF or a living will leave you with a blank look on your face, maybe a Money Club is a great way to learn more, have fun, and get to know others while helping you to feel at peace about your financial future.

I am off to ponder this idea further.