Mercer’s Rule


People are fallible.  So it’s not surprising that when we organize ourselves into corporations we must devote entire departments to correcting our mistakes. I really like the new nomenclature of “customer care,” which brings to mind our responsibility to care about other people.

It seems that—along with being fallible—people are more inclined to complain when they feel neglected by customer care departments than they are likely to express appreciation for good service.  We not only fail to forgive the failures of others; we also fall short when it comes to celebrating their successes.

In an attempt to buck this particular trend, I would like to share the following news:

I recently received excelled customer care from Tyler at OtterBox and from Jason at AT&T. In both instances, these two people were patient and courteous, and they persevered until my issues were completely resolved.

I am especially eager to applaud AT&T, because when I first told people that we were installing Uverse at home I was warned by many that their customer service was atrocious. Naturally, when I found the opposite to be true I wondered why this was the case.  Is it because my expectations were so low?

Maybe it was because I make a concerted effort to be friendly and respectful to service industry workers.  I used to wait tables when I was younger and realized early on that the way to provide excellent service—and earn better tips—was to treat every “tough customer” with ruchmanes (mercy) rather than din (judgment).  Someone who is suffering, or just having a bad day, needs kindness and compassion.

Maybe I am just a striving Pollyanna, but I find that I am more satisfied with customer care when I focus my attention on the positive.  I am also more satisfied with my life, in general, when I seek to care for other people with compassion. Call it my Mercy Rule.

Of course, Johnny Mercer said it best and set it to a catchy tune.

I think I’ll call it Mercer’s Rule instead.


Comments (2)

You, a striving Pollyanana? Really.
I think not, but I do appreciate your words of wisdom and I will try to follow your lead.
Thank you for the “spark”.

Yael, Indeed, like all of us, I STRIVE with my yetzer ha-ra, which (in my case) is poised to thwart my attempts to be optimistic and positive. Sometimes, instead of Johnny Mercer, I sing Monty Python’s “Always Look on the Bright Side of Life.” I like to whistle, especially when I am driving. This, too, helps me strive with my yetzer ha-ra, which tempts me to call you from my cell phone!

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