How to give them...

[thebadchemist]

...a piece of your mind?!

I work for a small pharmaceutical company. Being the lowest ranked, I handle the occasional administrative task. I don't mind at all and I really enjoy my job, as it requires me to wear a few different hats and I get bored easily, so variety is good.

My rant:

We're moving (original date Dec. 18th, which changed to Dec. 20th) and I have to arrange to have our chemical waste taken away. Apparently, this has proven to be a Herculean task because of the incredible uselessness of the person who manages our account. I will call her ARGH. In the past, I sent an email to our rep and the pickup would be arranged. I sent my first email on Dec. 6. No response. On Dec. 11, I sent another one. I made my first error here, as I should have called, but it's a simple pickup and I thought it would be a no-brainer as it normally is.

On Dec. 12, I call our rep. Turns out she transferred our account to ARGH. She told me she's been forwarding all of my emails and doesn't know why ARGH hasn't called me back. ARGH finally calls on the 13th. In my first email, I said that in addition to our normal waste, we will have some heavy metal waste to dispose of. ARGH tells me that they need to build a profile to add to our account. Basically, it's a report on what the waste is, how we used it, and what other things it might have come into contact with. ARGH tells me it will take a couple of days and they can't pick it up until after we move. She keeps asking me how long we have possession of our facility. I tell her if she can arrange for Thursday or Friday, that would be good. I would get back to her about the heavy metals, but we might have to split the waste into two pickups. I get back to her within ONE HOUR of our call. Now, if ARGH had gotten back to me earlier in the week, we could have waited. But since she took 8 days to get back to me, we can't wait. I tell her that we need our typical waste pick up and we'll just move the heavy metals to the new place. I emphasize that we do not have possession of the facility nor can we go back once we move out. (This isn't necessarily true, but I don't want to have to go back and sit in an empty lab just because ARGH can't put our name on a schedule) I ask her to put us down for the 14th or the 15th.

No response.

ARGH calls on Dec. 14 and says she scheduled the pickup for Dec. 18th. Since this was a message on my machine, I call her back and say "Look, we're moving that day. We don't want your staff to have to manuever around the movers, so if you can schedule for 8am-10am, let me know. If you cannot, please call me back so we can work something out."

Note that I did tell her to call me back. Our move date changed, but because ARGH has been so irritating, I decide to keep the waste pickup on that day. Today is the 18th. I've been at work since 8am. I have nothing to do.

Now it is 11:19am. No pickup yet. My boss called at 10:30am and demanded to know why the pickup has not occurred. He told them that since we have NOTHING to do but wait for this move to happen, we refuse to sit and wait for their staff to come and pickup. The person he spoke with said that she'd check on things and call us back.

My phone rings and it's ARGH. She said, "I got your message and I did put in the request, but I couldn't guarantee a pickup at that time."

WHAT?! That's fine, but I did ask her to call me back! Through all of that, she made no apologies until today and it was an insincere "Sentence, sentence, oh I apologize."

My boss' instructions are "Give her hell."

My question? How do you give people hell while sounding sane? I went off on her (sort of), but my voice CRACKED! I said that I'd been her since 8am and that everyone's been out of the lab and working on contracts and meetings. We cannot simply wait at the lab all day for this to happen and she does need to at least give us a window of when this will happen. When I get mad, I get jittery and stammerish. My words made sense, for the most part, but I was talking really fast and I started to stutter. I also tend to become really wordy. I doubt this will make anyone take me, or my annoyance, seriously. Any tips for calming down and sounding really upset without sounding really upset?

Quick update: While I was writing this post, I called our old rep, who apparently seems to be higher up now, and explained the whole chain of events. I also asked for a new point of contact. I was calmer and definitely tried to emphasize that I enjoyed working with her (the old rep) and since the new rep is so hard to reach, we'd prefer that our waste pickup not be an ordeal each time it's needed. Still, it sounded weird basically saying, "Well, she's useless... can we have someone else?" I also feel bad getting people into trouble and I wish I can ask my boss to handle this. However, he's emphasized that I should handle the phone calls, etc. because I think he wants to see how I can handle these kind of interactions as a whole. I can't say no, or else I might jeopardize my own future, but I'm not good at it, either, and could look horrendously unprofessional.

[ShadesOfGrey]

Quick update: While I was writing this post, I called our old rep, who apparently seems to be higher up now, and explained the whole chain of events. I also asked for a new point of contact. I was calmer and definitely tried to emphasize that I enjoyed working with her (the old rep) and since the new rep is so hard to reach, we'd prefer that our waste pickup not be an ordeal each time it's needed. Still, it sounded weird basically saying, "Well, she's useless... can we have someone else?" I also feel bad getting people into trouble and I wish I can ask my boss to handle this. However, he's emphasized that I should handle the phone calls, etc. because I think he wants to see how I can handle these kind of interactions as a whole. I can't say no, or else I might jeopardize my own future, but I'm not good at it, either, and could look horrendously unprofessional.

I think this was a fine response. Escalating the topic to a higher-up is the appropriate response. Calmly asking for a remedy to the situation (in this case, perhaps give her another shot-another pick up? If you feel you can).  Then speaking to the higher up, follow up in writing, detailing the lack of responsiveness from your rep and what your expectations are.  Then, if she continues to be trouble ask for another rep. Immediately. 

If nothing is done, recommend to your boss that you take your business elsewhere (having researched, of course, where to take it to and what that would entail as far as account set up, structure, costs, and *most importantly* references for new company).  Forward previous letter to the highest level possible at old company and add that this is why you are taking your business elsewhere. 

good luck.

[katarain]

What helps me when I want to give someone hell is to step back and try not to be internally angry about it.  I simply and firmly state what I expect in emphatic terms.  I don't have a lot of opportunities to practice this at my job, but just recently I insisted that my cell phone company remove charges for incoming text messages that I never authorized.  I was polite but firm, and when the representative protested that the charges were legitimate, I stated that it was bad service from the company and that I wanted the charges removed.  I think we were only talking like 10 cents, but it was the principle of the matter.  She did finally remove them and blocked the text messaging feature for me. 

(We are pretty no-nonsense about our phones--we use them for voice contact and that's all. We don't want or need those extra services.  I understand that text messaging might be automatic now, but it wasn't something I knew at the time--I figured that if I never sent a message, then I wouldn't be charged for any incoming messages.  I've had text messages from my cell phone company, which I better not have been charged for, and from an old dentist and a friend--both of whom had my cell number--I've never told them that I wanted text messages, and a few spam messages.  Anyway, it's something I didn't want and I was calm when I refused to pay for it.)

Anyway, that's my advice... when you talk to people like ARGH and want to give them hell, maybe make up a little list of the prior problems and specifically what you expect from them, and then call them and calmly and firmly state the things that are on your list--and don't accept excuses.  This is a business relationship, and you have every right to expect professionalism.  In a similar way, if you think of this as just business and keep the emotion out of it, you probably won't start to stammer, because you know exactly what you want to say and you know that as a paying customer, you all are entitled to good service.

[ShadesOfGrey]

but just recently I insisted that my cell phone company remove charges for incoming text messages that I never authorized.  I was polite but firm, and when the representative protested that the charges were legitimate, I stated that it was bad service from the company and that I wanted the charges removed.  I think we were only talking like 10 cents, but it was the principle of the matter.  She did finally remove them and blocked the text messaging feature for me. 

ha ha! I know this is OT, but I just had to laugh at this one.  My BF did the same thing a few months ago.  Only he complained about it for a few days after.  Now everytime something is 'unfair' I say to him "It's just like paying for those d*** incoming text messages!" 

Note: I totally agree with the sentiment in principle, please dont take this as mocking you.  I just had to relay the story!

[katarain]

Nah, I didn't think you were mocking me.

I don't understand text messages anyway--it's like a step backwards! Why text when we can talk voice?!

I wasn't sure if she would take off more than just one month's text message charges, which is one reason that I insisted on it. I think she only removed the one, but that's okay.  My second reason for insisting on it was practice in being firm--I think it's a subconscious affect from reading this forum.

[thebadchemist]

Oh, trust me, I sympathize. When I had my previous plan, the overeager, commission-hungry salesperson ignored my, "I don't send text messages, so I don't need it as an unlimited feature." and added it to my plan. Of course, I didn't see it until my first bill and I had to call and have it removed. They did it, of course, but it was a major eyeroll to begin with. It's not the money, it's the principle. When I don't want something, do not force it on me.

Thanks for both of your postings (how do you plural "advice"?). I will be looking into new options (we went with this place because everyone else in our building did). I'll see if they'll switch our rep, but if they don't, she gets one more pickup and we're taking our business elsewhere.

Taking a step back is a great idea. I need to utilize the "mute" feature for a second to breathe. She caught me off-guard today by calling. Hehe... you know you're bad when your customer has the "Oh, it's YOU?!" kind of response! I was so PO'd by then that I just started babbling. Now she probably thinks I'm insane. That, I may be, but my insanity includes some pull with my boss and how he spends our dept.'s money.

[katarain]

Taking a minute to sort out your thoughts is perfectly acceptable--well, maybe not a WHOLE minute, but a few seconds is fine, and will probably feel like a minute to you.  Don't worry about it, it might even help to throw ARGH off guard a little, while she waits for you to speak--put her on hold if you have to.   Then you can proceed to talk calmly and firmly. 

In my graduate classes, it was sometimes really hard to edge my way into the conversation--there are usually a bunch of students who can't seem to shut up long enough for the rest of us to talk.  By the time I had my turn, I would forget what I wanted to say or forget some of it and end up sounding stupid.  (Sometimes I would completely forget my concluding thought--the "so what" of whatever I was saying.)  So what I did was jot down quick notes of what I wanted to say while everyone else was talking ad nauseum, and when it was my turn I basically "read" what I wanted to say, without being too obvious.  It worked MUCH better.  You could take those seconds to write out quick notes to serve as guidelines.

It's good that you're taking steps to conquer your difficulty with confrontational phone conversations--it's a valuable skill, as you know by your boss wanting to see how you handle it, and will translate well to in-person conversations.

Edit:  Oh, and the plural of advice is advice.

[thebadchemist]

Edit:  Oh, and the plural of advice is advice.

Hehe, I figured, but it looked so awkward when I typed "Thank you for both your advice."

Taking notes is good! I had to go back and look at all the dates to make sure things were gelling correctly. Our old rep gave me the rescheduled pickup info when I spoke to her (11:20ish). It is now 1pm and I have yet to hear from ARGH. I told our old rep that since they rescheduled for our rescheduled move, their driver needed to know a few details. The old rep was very good about making sure all of those things were noted.

Sigh. I miss her!

[VorFemme]

Hehe, I figured, but it looked so awkward when I typed "Thank you for both your advice."

I would have phrased it "Thank you both for your advice".

It sounds like ARGH needs a quick study in how to handle scheduling waste pickup on a timely basis before she finds herself job hunting in the New Year............

I have had issues in the past with businesses (getting our old house ready to sell last year) who would be giving estimates for needed repairs or scheduling the person who would be doing carpet cleaning or the repairs (after I selected someone to do the job from the estimates).  The ones who never showed up didn't get considered - but some of the ones who did show up and give estimates gave me problems with letting the start date slide, not finishing on time, charging MORE than the estimate, and one person never came back for a second repair job that I scheduled when he finished the first.  (Something else turned up and he had done a very good job on the original repair.)

[audrey1962]

I think this was a fine response. Escalating the topic to a higher-up is the appropriate response. Calmly asking for a remedy to the situation (in this case, perhaps give her another shot-another pick up? If you feel you can).  Then speaking to the higher up, follow up in writing, detailing the lack of responsiveness from your rep and what your expectations are.  Then, if she continues to be trouble ask for another rep. Immediately. 

I agree with this advice. You are paying these people for their service and you have a right to demand that they provide the service you are paying for. When you encounter a problem, you should go to a higher up. That's what they're there for. They have more seniority (and are hopefully paid more money) to deal with more complex problems. You're not saying "she's useless." You're describing a problem that may ultimately result in that company losing business. Any company who wants to be profitable wants to know about that sort of thing.

State you case in a clear, concise, professional manner (which it sounds like you did when you spoke to the old sales rep). And document, document, document!

[FoxPaws]

Taking notes is good!

Sending e-mails is even better! Especially when you CC them to all parties involved.

I would actually put the request for a new rep in writing (via e-mail) citing all the problems you've had, complete with dates and details, and CC it to my boss and ARGH. A (virtual) paper trail is a glorious and useful thing.

[Slartibartfast]

If ARGH is not doing her job, it's *not your problem.*  You were right in taking it to your former rep, who will hopefully get things done for you.  You're working with the company, not ARGH, so if you need to "fire" her from your list of contacts, do it.  The disposal company will talk to her if necessary or just assign her somewhere she's less useless - and if she's going through some major family crisis and unable to do the stellar level of customer service she usually does, the company will know that too (even if you don't).  It is not bad etiquette to cut out someone who is incompetent at their job - it's good business.