5.20.2023
I pushed the contact number on my cell phone to reach the office of one of the medical practitioners I frequent. I’m not going to name names. This is because I have noticed that I have been more irritable than I want to be in the last few days. I was calling to check if they had two supplements in stock that I needed. The person who answered the phone sounded friendly to me, initially.
As we continued to speak, I began hearing what I initially labeled mild irritation in her voice. No, maybe it wasn’t irritation, I thought. It sounded like a no-nonsense teacher voice–there was a strictness I heard that said, Nicky, you’re being annoying, just be clear. What she actually said was, “Tell me how many bottles you want and when you want them.” Looking back, I can see that the request was perfectly clear and non-confrontative but that’s not how I heard it and not what I expected.
Was I put off by their tone of voice? No, I was put off by my expectations not being met. Customer service is supposed to be always friendly! When I got off the phone, I made a semi-unkind sarcastic remark about the person I had spoken to. I actually said out loud, “Well, she really wants to be in control, doesn’t she!”
But of course, looking back, it seems like I was the one who wanted to be in control of the interaction. Why had I called, after all? I called to order two supplements I needed. Did it happen? Yes. From that perspective, the person who answered the phone did a wonderful job. Why did I need friendliness to match my expectations? Why did I need the person who picked up the phone to be any different in that moment?
Do you have expectations about how interactions with others will unfold and how do you feel and what do you do when your expectations aren’t met?
I’d love to know.
IMAGE: The Guardian at 5:30 AM.
