Endangered Species

Alive and Well
Robin Hoselton

I’m excited to announce that I’ve encountered a rare species which is alive and flourishing near my home. I’m still reeling from my discovery.

This particular endangered species used to be everywhere in the 50’s. Its natural habitat was back in the days when the filling station attendant cleaned your windshield, the milkman knew how much milk to leave, the butcher greeted you by name, and the cobbler didn’t need to give you a ticket when you took shoes in to be resoled.

Perhaps the erosion of family values, the elevation of the dollar over courtesy, and automated services have shoved aside good citizenship.

By now you’ve guessed that elusive critter—old-fashioned Customer Service!

How did I Stumble Upon it?

My house was insured with X Insurance Company for over ten years. Then, in pursuit of profit, X Company notified its customers of nonrenewal of all policies in my state.

I immediately began searching for replacement coverage. The agent for Y Insurance Company coldly hijacked my wallet in return for a policy. Her take-it-or-leave-it attitude was my first inkling that Customer Service risked disappearance like the dodo.

Later, I learned that X Company changed its mind and did not leave the state after all so my panic and stress had been for naught.

Not Again…

After only eighteen months, Y Company notified me that it was also nonrenewing coverage. The apathetic agent gave a flimsy excuse and said that maybe they could place coverage elsewhere. So for the second time the intrusion of uncaring individuals sent Customer Service fleeing from an unwelcome environment

With only two weeks until policy expiration and no contact from the agent, I returned to X Insurance Company which rejected my “new” business even though I had been a longstanding customer with no claims who left only because of its erroneous letter. Its unfriendliness barricaded Customer Service from its territory, forcing me to hunt for it elsewhere.

Thoroughly miffed, I entered Z Insurance Agency with an attitude and that is where I found Customer Service in all its glory!

Treated like Royalty

As soon as I stepped into the office, I caught a glimpse of my elusive quarry via the friendly greetings from the entire staff. Dare I hope that Customer Service resided here?

Camouflaged with a smile to blend in with the office personnel, I waited patiently—for all of two minutes—until Customer Service emerged with its offspring, Thoughtfulness and Respect. While the agent prepared my quote, the staff served me a cup of coffee (in a real cup, not Styrofoam), brought me a bite to eat from their morning snack, and let me play fetch with the office mascot. In short, they treated me like a guest in their home.

My fantasy is that we could find a way to capture and breed Customer Service and encourage its reproduction until it is once more abundant and thriving in our society.

To protect the guilty, I’ve not used the names of X and Y Companies. As for Z Company, well, let’s just say I’m now in good hands!

Tagged filling station attendant, humor column, old fashioned customer service, rare species, robin hoselton, treated like royalty, we're in good hands