Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
A college student. A laughing, cheerful group of energetic young women headed to NYC. I can't remember why. We got stuck in a toll lane at the entrance to the George Washington Bridge in 85 degree weather - it had just started to rain. We'd tripped out of the van one by one, in spaghetti straps and shorts circling the van trying to figure out what to do about a flat tire. We got all sorts of help ~ crossing three lanes of traffic to get to us. No easy feat on the GW bridge. A cop, shaking his head at the antics he's watching from the other side of the guard rail. Several interesting offers later, and in no time at all - without spending a dime, we were on our way. Still laughing and eager to get where we were going, confident that every moment would be as rich as the last. Not at all concerned that we were driving at break neck speed on a re-inflated tire.
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
$311.00
That's how much I spent yesterday afternoon to replace one (1) tire on my car. That and 100% of what was already a busy afternoon. It doesn't matter what kind of car you drive - a flat tire is the great equalizer. Bran was doing me a favor - running to Wegmans for groceries while I was helping a customer. He took my car. Easier. It's dreary, cold and raining. He heard it grinding as he hit University Ave but didn't notice the flat until he was done and loading groceries back into the car. Life lesson - when you hear a grinding noise, STOP!
Did you know that different tow truck drivers have different stuff? Some have "breaker bars" and some do not. First phone call seemed so reassuring. Roadside assistance had everything set to go and the driver was on his way. You're all set Bran - no problem! You'll be home (with that full load of groceries) in no time. I'll deal with the tire later. Don't worry about all that expensive shrimp. It's fine. Book Group tomorrow night.
Lug nuts are on too tight. What? It will have to be towed.
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
"Driver wants to talk to you, Mom."
"Where do you want us to tow your car lady?"
Can you hear the silence? Where should he tow my car? The dealership? It's still under warranty. Probably doesn't matter. And no, it doesn't. Reference the $311.00.
"Did you hear me? Where do you want us to tow your car? The next driver will have to know. You'll need another work order..."
OK, so I need to call Roadside Assistance - again. Doug instead of Katherine. Confident, reassuring - well trained. I love that! "Don't worry we'll be there before you will." At this point, it's clear I've got to go get the groceries. And Brandon.
So, there's the truck. A Dodge Dakota long bed - restored to it's original black with fine red racing stripes. Bran loves that truck. The truck he's been waiting to own since his grandfather bought it new in 1994. Parked next door in my neighbor's garage to protect it from the weather and snow.
Still optimistic, bouncing along in the truck, thinking I'll just get there in time. It's already 2:00. I need to get back to my desk. 2:15. 2:30. Call Roadside Assistance ~ again. It will be another 15 minutes. Call the dealership to find out if there is anything else I need to do.
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
Service is on the phone. They will call me right back. OK. 3:00. 3:15. All I need to know is...what I don't know. I really wanted to be clear, optimistic and logical. I did. I was completely calm for Thing one and Thing Two. Thing Three? Not so much. Thing Four? Not at all, not at all. Call the dealership back. I just need to know what to expect - after the tow truck shows up. On hold again - for the Service Manager this time. Dave picks up. "Are you the Service Manager?" No, he's on the phone. I explain, yet again. I need to know what to expect.
"Well what's the problem? Sounds like everything is taken care of. The tow truck driver will get there eventually. There's nothing else to know."
Can you hear his self-talk? "Some crazy dimwitted female driver." I hate that. I really hate that. I just need to know what to expect. I need to get back to my desk.
All it would have taken is someone to say, "we've got your back". Is that so hard?
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
"Mom, you might be headed down the rabbit hole now. Take a deep breath! Remember what the Monk said, You're only as big as the smallest thing that pisses you off" Cute. I am the rabbit hole at the moment. We laughed. Felt better. "Steve" calls back from the dealership. 3:30. Steve, who is also NOT the Service Manager wants to know why I'm so upset. HE hangs up in a huff. All I needed was someone to say,
"We've got your back.
They'll bring the car here. We'll call you when it's ready." That's it.
"Well, you know if you called Roadside, and the tow truck driver is there, I don't know what you need from me?"
I need to know about replacing the tire, Steve.
And I kid you not, "...let me transfer you to parts, so they can tell you if we have the tire in stock." I'm on hold - again. I'll call back.
Tow truck driver hops out of his truck with a little metal box and a wrench. It's still raining but he doesn't mind. You already know about the breaker bar. He's quite proud of himself. Pops off the tire. The baby tire is rigged under the car somehow through the rear cargo. I get a lesson in where everything is and what it's for. And in the car I bought "almost new" - there's a beat up old spare. Will it work - yes it will. Fine! Great! Am I done yet? It's 4.
"Your tire is shot. Sliced open. And I can see you drove on it (insert - dimwitted female driver here), so it will have to be replaced. Might want to ask why they gave you such a bad spare. Look here. If it were new none of this would be smooth."
Tosses flat, disfigured tire in the back of my car, slams the hatch shut and I'm on my way.
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
I went home.
Call parts back. It's Doug. Doug? Yep. Doug says, "...don't worry we've got you covered, but why did you go home? Can you go out (in the rain) and tell me what brand of tires are on your car so I can see if we have them in stock?"
Thing Five or maybe Six, I can't tell, I'm insane. Doug tells me it's fine. He can help. I tell him my story as I put on my coat. It's still raining. I CAN recenter myself. Doug can help. Thank heavens for Doug One and Doug Two.
"In fact, the Service Manager, Doug is right here. Doug? Yes, Doug. I'll tell him your story. Please come right on over. We'll fix you right up. The coffee is hot and we're happy to help."
Note to self - next time, call Doug!
Sat Chit Ananda ~ Truth, Consciousness, Bliss ~ A Mantra
It's Four Fifty Four. Doug Three is there waiting. He's grim when he tells me how sorry he is. Please have some coffee while I take care of your car.
But, I want to meet Doug Two, "from parts". A big friendly fellow who shakes my hand firmly and smiles, explaining about tires and brands and why Pirelli is best. I thank him again. I tell Doug Two and Doug Three that I just really needed to have someone say, "We have your back, we'll take care of this mess and you'll be on your way!" Doug Three and I chat at length while I wait. Perhaps training is best? Service Advisers don't get corporate training on empathy, which is nuts. They aren't taught how to help a stranded customer address "what happens next". So finally calm enough to share some thoughts on training - a passion for me. Perhaps the Service Advisers could take the same training that's provided for the folks who answer the phone at Roadside Assistance? Doug likes the idea. We talk more. I can help.
And it's Five Forty four. Traffic's a mess. I am calm. I am centered.
I am back at my desk. I know now I'll need to think about a back up plan for when Brandon leaves again and I need help with my car. It's Six thirty three.
Thanks again to Doug One and Doug Two and Doug Three.
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