Making a Human Connection

This past Easter, a fire erupted in a local parking garage. Thankfully no one was injured. Although hundreds of cars were destroyed.

We park our trailer in this garage.

After a few days wait, we were able to access the garage and remove our trailer which was thankfully unharmed in any way. We had to find alternative storage as the garage would not be reopened for over a month. We found a place to store it and waited.

While we waited, I attempted to receive a refund for the time we paid for but could not access the garage. I talked to the mall office who sent me to the garage office which was inaccessible. A security guard gave me the phone number of the woman in charge, who never answered her phone. A friend obtained and called the number for the garage management parent company in Mexico City. On the first call we were told to call back because the individual we needed to speak to was on break. Next time we called there was no answer. At this point, I was measuring the importance of how much we paid for the missed month versus the effort to receive a refund. I laid the issue to rest.

customer serviceA week or two later, after the garage opened, I happened to be in the area with some time to kill. I walked to the garage office and asked for the woman in charge. After a few minutes she, and the two little dogs that accompany her at work, appeared. I was preparing myself for what I expected to be a terse conversation, when she introduced herself, shook my hand, looked me in the eyes and said, “Mucho gusto.”

In Spanish, “Mucho gusto” means approximately “pleased to meet you.” All at once we were not manager and customer but two human beings making a human connection. I smiled. She smiled. All the tension dissipated and we had a cordial conversation. In my broken Spanish, I was able to negotiate an extra month on my contract. Problem pleasantly and easily resolved in 15 minutes.

When was the last time you had to call the cable company or return something damaged to a store? What attitude did you go in with? Did you expect to be denied? Did you feel wronged, entitled, or outraged? Did you have anger blurring your mind?  When you entered the conversation, what happened? Did you get your issue resolved? If you did, did you feel good afterwards or did you still feel painful, angry indignation?

Replay the situation in your mind. What if you started off by introducing yourself and by taking a moment to truly connect to the other person as a human being. What if the issue was now secondary to the importance of treating the person across from you as a living breathing being with feelings?

Next time you need to address an issue or when someone confronts you in an aggressive manner, stop. Breathe. Connect as two individuals. Remember that you are speaking to a person who deserves as much respect and unconditional love as you do.

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.