Have A Nice Rae Day

I’ve spent my entire working years in one phase or another in the telecommunications industry. Positions range from residential customer service, supervising the coordination of interdepartmental interests, an electronics technician diagnosing and resolving data circuitry inconsistencies and providing solutions toward the success of business customers.

At various times, there were periods when I was given the opportunity to write, rewrite, condense and present instructional materials to newly hires employees, plus give guidance to those who have been on the job for extended periods of time, to inform them of new products, techniques and applications for success in sales and service environments.

Being a successful instructor demands complete understanding of not only products and services in an industry but also implementing an effective technique of presenting to the prospective client the benefits of entrusting their futures with your company. Providing the latest of innovative products and services is of less significance when the benefits of an investment lack consideration of how they will supplement other aspects of the business operation.

Two decades ago, companies were likely to direct attention toward providing the best of customer service to their clients and business partners. Initially, when markets became open to competition, they were primarily clones of the established business concerns. As globalization brought innovative entrepreneur ventures, alternate strategies were incorporated in long-term objectives.

Changes in attitudes of consumers’ expectations for newer and better products resulted in a progressive reevaluation of techniques to achieve corporate financial goals. Customer service became a liability; companies began to redirect their approach toward increasing profits with calculated paths of renovating their influences on market shares.

The first line of a company’s interaction, it’s employees taking incoming calls, brought about a transformation from Customer Service to Customer Service and Sales, then to Sales and Service. Nowadays, you're most likely to be talking to Sales Representative. It’s a hit and miss prospect as to what degree of importance a company will provide follow-up assistance.

Take for instance the challenges brought upon my employment when technical position became nearly obsolete when the telecommunication industry was transformed from a monopoly to alternate options of doing business. Satellite transmission. Integrated circuitry rendered human involvement unnecessary with computer-processed programming and trouble isolation. The efficiency factor was further realized when employee errors were essentially removed from the process. Job security could no longer be influenced by what could be called sabotage by intentional employee incompetence.

Within a matter of a decade the technical facility of 250 employees was reduced to 80, mostly by attrition. There were other regional offices with the same fate. Continued employment within the industry forced me to accept what I felt was degrading. I had experienced direct contact with costumers in a call center over a decade ago and felt a sense of hopelessness.

Moving from the West Coast to the Southeast I had the opportunity to accept the same technical position as previously held. The South is known to be a few years behind the times; the writing was on the wall – I would eventually be confronted with the same fate as previously experienced. Instead, I represented the company with an endless flow of residential customers making their way to my desk, relying on the phone and a computer to address their concerns.

At that period in time, exceptional sales figures garnered sometimes significant awards toward merchandise at a few local stores. Penney’s and Sales Merchandise were my places of interest. A few of us were also treated to a luncheon with management - establishments that I would not be inclined to dine at otherwise.

After about five years, my successes helped me to “graduate” to the same position servicing small business owners. The office environment was much accommodating to an employee’s personal achievement; by comparison, stresses were fewer and less intense.
It would take a few years under different criteria to feel comfortable at the job, which meant I was pretty mediocre in achievements. Being a silent achiever, the expectations I place upon myself deny me self-praise.

As the winds of change blow toward increased corporate profits and a realignment of expectations of employees, the challenges for success also grew. This is when Sales began to replace the importance of Service. At that time, Sales and Service were separated, giving the employee an option to what he or she felt appropriate for their individual expertise.

I chose Sales primarily because I couldn’t foresee myself forever being confronted with what would surely be problem situations. As a Sales Rep I would still have opportunities to provide “excellent service” by listening and learning about the customer and the needs of the business. I would be in a comfort zone more accommodating of my perceived expertise.

Within two years in the same environment, I was able to prove my self-worth. I had achieved sales figures that rewarded me an invitation to The Pinnacle Club ceremony on a three-day all-expenses paid trip to San Francisco. It was an interesting if not exhausting weekend, but the result of my success provided me the opportunity to provide guidance to new and existing employees in a quickly changes business atmosphere.

As a Training Instructor, I accepted additional challenges of not only updating and condensing materials but completing the course within a ten week period instead of fourteen. There were sixteen trainees from various backgrounds instead of the typical twelve, some of whom would have transferred from other jobs within the company. I was given two weeks to set up the classroom, computer terminals and software, and evaluate the need of and obtain supplies. The scope of the challenges were more than I had experienced in the past but the knowledge I had garnered over the past years, including that as a technician, I felt prepared, and eager, to take the task and make it my personal responsibility to make the students successful in their new employment venture.

I followed a path less traveled, utilizing materials at hand but placing less importance on company-structured guidelines than what I deemed of primary importance rather than what was dictated.

The company had reverted to involving all reps in the process of taking calls from all customers regardless of billing, service or sales prospects. As you can imagine, sales was to be the main focus of training. I chose otherwise.

The course began with the fundamentals of the multiple computer programs that were inherent with setting up new service, making changes for existing customers, providing answers to inquiries of nearly any imaginable topic. Multi-tasking had become a necessity with every contact.

Equipment, billing information, consumer support groups and identifying and securing information for various departments were the bare essentials to addressing or resolving customer inquiries. Having recently regionalized call centers, it was important to know which databases would provide information for each state’s provisions, rates, and government mandated requirements. Within any given state, cities and towns are as unique in available services as their populations differ in demographics.

Incorporating sales techniques was also important. Avoiding questions that could be answered with a simple yes or no was a basic strategy; “open ended” questions that began with who, what, when, where and how were meant to instigate a dialogue between the buyer and the provider. In other words, “do you?” and “don’t you?” were to be avoided. Everyone was made aware that there might be ears tuned into a conversation from anywhere, including the Public Service Commission. The company could implement disciplinary action on a variety of mishaps. Big Brother could be very nasty.

Students were given a comprehensive, yet far reaching, understanding of the tools and techniques to make them successful at attaining objectives, all of which were measured by multiple sales numbers, as specific as $$ per call. They were also aware of inevitable disciplinary action, including dismissal. Prior to an impending pink slip, there would be weeks of supplemental coaching, innuendos of failure and a good chance of sleepless nights or tearful emotional reactions due, in part, to customer abuse and employer harassment.

It’s difficult to measure any degree of success in a short period of time. Most students maintained respectful numbers, some sought employment elsewhere within a number of weeks.

I expressed no interest in accepting the position of trainer on a full time basis. It would have meant placing me within management, a group significantly shy of being able to express emotions for what their duties demanded. There were supervisors who had resigned because of company policies that placed, what they considered, too much emphasis on sales and required them to fire otherwise exemplary employees. Still others took early retirement.

Another instructor took the position, one that was in the good graces of the office manager, both of whom had been transplanted from another location. Cronyism and nepotism both played major roles in that scenario.

I was given a position as team leader, where I could provide support to some ten employees. Duties included assistance in sales techniques, although taking ownership of major problems within different departments and other issues directly affecting businesses were the biggest challenges. Most important, it gave the sales associates the opportunity to center their efforts on meeting their sales quotas.

At one point, the new instructor was out on a personal day so I was drafted to fill in. Moments after my introduction, I directed questions to have a perspective what had transpired in the previous few weeks. Questions lead to other questions and a dialogue ensued whereby the students and I were in disbelief what had not been discussed.

Sure, they had been repeatedly drilled on sales presentations but I was aghast that they know nothing about support tools and services. In particular, they new so little about the computer screen that displays pertinent information about the customer. Existing services, authorized individuals to make changes and inquiries, billing histories and, most important, the nature of the business. There had been no instruction about the various interface equipment that all but the basic of businesses use in their daily operations.

They appreciated the knowledge that would be of significant importance in their daily routines on the job. There were frequent times when they would seek my assistance on matters and situations they hadn’t been taught by the end of initial training. They were very respectful in not having expectations that I would resolve their issues but satisfied that I was usually able to give an answer or direct them to the appropriate database.

Other team leaders within the office didn’t necessarily go to the extent of giving just support to other employees. Small talk was not one of my strongest talents, or gossip, or complaining, or busywork. I got along well with nearly everyone, perhaps grimacing at the prospect of assisting one or two employees because they just couldn't ever get things right but never turning anyone away. I was generally well-liked.

I spent most mornings before work and most lunch periods alone, regenerating my mind by reading a newspaper, a magazine or a book. I pretty much isolated myself in the confines of my truck. It worked for me. No one thought of me as anti-social.

Nieves Abrieu parked next to me. We’d give a quick acknowledgement as she entered the building and I held out for that last moment of tranquility. There was no doubt we were friends.

One morning she was carrying a large tray of food that appeared to dwarf her small frame, and a couple of other packages. I was glad to offer my assistance. I questioned her what occasion had prompted the goodies – usually everyone in the office would contribute something or other and I felt a little guilty for not taking part in whatever festivity had been planned for the day.

Nieves was always cute, but her response to my inquiry was immediate and the tone of her voice hinted of matter-of-fact pride and satisfaction. The three words shocked me and rendered me virtually speechless for all of "Ron Rae Day".

The Right of Rae

"You Rae's are always right."

Those are the words that I have so often heard from friends. I guess they've accepted the fact and put the argument to rest because it does little good to do otherwise.

Yes, us Rae's can be a little testy when someone questions our rational interpretation of nearly every subject. It isn't that we have opinions, it's more like we know best and our statements are filled with assertion.

And yet we're willing to hear what others say and concede to the wiser, which further proves that we are once again always right by doing so! And how did we achieve this righteous attitude? For sure, Dad was stubborn but Mom had a full grip on what's right and wrong. It's a genetic inheritance, so it's actually the Noxon's who are always right.

You could also justly say that "The Kramer's are never wrong" as sister Sue merried into Mike's family. Very honorable, but watch out, the Noxon-Rae's dare anyone to challenge our righteousness.

The Noxon-Rae-Kramer combination puts my neice Heather above the rest of everybody else in our family! She and Phil are soon to become husband and wife on Valentines' Day 2009. They are too alike, complaining in unison about the same things! Good, well-educated young adults, no doubt set to have a life together in wholly matrimony.

And then there's the Noxon-Rae-Roach combination that just might give my neice Taylor an edge above everyone else! Sister Sally married and put up with Mr. Roach just long enough to give birth to quite a remarkable girl. As she is now 16 years old, she has grown out of her childhood shyness and now converses with exquisite charm and respect.

As the years pass and the family tree grows, just imagine that the Rae lineage shall inherit the Earth and dominate the far reaches of the planet!

And don't you tell dare me I'm wrong - I'm always right!
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The Rae Way

This blog is set with loving consideration of Sister Sue.

Although she may visit other blogs of my creation, the politics of writing is not of her interest.

To put it simply, in her words:

"There doesn't seem to be much anyone can do to change things, once you vote someone in they are just as bad (if not worse) than the person before them."

That says it all! She is as right as a Rae can be!

Although I have a personal, family and friends website, it is reserved for just those very people, whom I love, each and every one. I will share some of those thoughts on this blog but not all. I will incorporate other topics on this blog but none will be of political or socially conflicting thoughts that create anything other than well-intentioned muses.

May I not express opinions!!!