For me, it's tiresome when people work to perfect ways to ‘pass the buck,’ make excuses, and avoid taking responsibility for even the smallest goof, misstep, bad decision, or false statement.
I was stunned by how refreshing it felt after an unexpectedly dramatic and contrasting experience. (Doesn’t contrast always get our attention?)
After settling into a new residence, I wrestled with the usual challenges of a move—change of address, adjusting to new spaces, and dealing with the internet provider.
I didn’t realize that getting an office printer online could be a monumental task! I tried every possible Google suggestion (and YouTube video) to no avail, so I called tech support.
I was on the phone with a technician for over 2 hours, trying to figure out why my printer wouldn’t connect to the internet. The guy had me push this button, wait 15 seconds, then press two other buttons and let go quickly, before pressing a third. On…and on…
Finally, the techie excused himself for a few minutes, and the call disconnected (perhaps while HE Googled a solution). Thankfully, he called me back. He instructed me to take a different approach, which worked immediately.
“I’m sorry,” he said, “I guess this was my fault. I’m so sorry!”
Oh my. How good it felt to hear someone take responsibility. I was ecstatic.
I thanked him profusely, told him he’d made my day, and offered to commend him to his supervisor. (I always take time to do this when an agent has had the patience, know-how, and follow-through to bring about a solution). You could call this ‘positive reinforcement for adaptive behavior!’
“Oh, hey!" the guy replied — "That’s okay, you’ve made MY day!”
Feeling connected and nurturing a connection, taking that time to connect is essential. The moments of genuine connection help us overcome differences and find deeper meaning in our interactions. Yay!