Taking a Leap of Faith

Game changing moments. Turning points. Epiphanies. Everyone has them. I’ve had quite a few in my life, but I have to say the one that’s made the most difference for me in the last twenty years was accepting a job at FatWallet.

Despite what most people might think, it wasn’t an easy decision. You see, I’ve been a good friend to the person who hired me for a very long time - over 25 years at this point. We’re not acquaintances; we’re the I-might-help-you-bury-a-body type of friends. Working in an employee-boss relationship could have changed our friendship considerably for the worse. Thankfully, that did not happen.

At the time, I was working for a non-profit. My salary was tiny. Tim was able to offer a salary that was a third more than I was making. However, FatWallet was not offering health insurance or a retirement plan. I would be betting on a company that was just gaining some momentum, trading security for opportunity. The thought of having enough money to stop scraping by, paycheck to paycheck, was appealing, but the opportunities that were possible with a start-up company were worth far more, in my consideration.

I had recently obtained a Bachelor’s degree in business administration. I knew I wanted - actually, I needed - a job that could challenge me, pull me in directions I’ve never been pulled, yet utilize things I’d absorbed throughout the years. Things that didn’t necessarily have anything to do with the degree I’d just earned. Tim needed someone to handle the nuts and bolts of running a company: organizing, filing, making sure people were paid, etc. It was something I knew I could do, and I hoped it would grow.

I also yearned for a place that was different from anything I had yet to experience. I don’t think I could have told you then what I was looking for, but today I know: I wanted a culture of accountability laced with kindness. I wanted to work for a company that embraced the philosophy of “Treat others the way you would want to be treated.”

I wouldn’t say that Human Resources would have been my first choice in careers; I don’t believe it would have been in my top 10. Over the years, I’ve learned, stretched, and gained experience. I’m comfortable in the role, and I do have a passion for it: a passion gained by seeing what companies are like when HR is handled poorly.

FatWallet has given me choices in life that I didn’t have before. I earned these choices by proving myself, proving my worth. I no longer worry about struggling paycheck-to-paycheck. I have confidence in myself and my abilities.

My job has changed many times in the past eight years. I’ve handled and supervised customer service, HR, payroll, accounting, and facilities. In the process, I’ve assembled furniture, cleaned restrooms, answered phones, researched, created processes, scrapped processes, implemented benefits, supervised, hired, fired, talked about company strategy and talked about company game days. Every day has held something different, and I’ve found I fit here. Perhaps this is because I’ve helped create the culture; perhaps it is because I’ve grown up a bit. Whatever it is, I know that my life changed for the better the day I took a leap of faith, accepted Tim’s job offer and embraced FatWallet as my home away from home. 

WiFi at the Millenium Knickerbocker Hotel

Monday evening, I drove into to Chicago. On Tuesday, I attended the Great Place to Work Institute's Best Practices Forum. The seminar was pretty interesting, with a good deal of information on what other companies do to create great working environments. That's not what I want to write about, however.

After I checked into the hotel, I tried accessing the internet. I had paid for a wireless connection, but I couldn't for the life of me connect. I made sure I followed all the written directions, then I called the front desk to ask if there was a trick I was missing. The front desk clerk asked me to hold on, and the next thing I knew I was talking to a tech support rep somewhere else in the country. They tracked the problem down to non-functioning routers, but were unable to fix the issue.

The next morning as I was reviewing my bill, I noticed they had deleted the charge for the wireless, but they added a charge for a long distance phone call. Apparently when the front desk clerk transferred me - without asking me first - she added the charge to my account.

Unbelievable. They couldn't provide me with the service for which I paid, I ask for help, and they charge me for the help.

Another example of less-than-stellar customer service.

After a quick trip to the front desk, I had the additional charge removed.

How Is Math Taught Today?

On my way home from a seminar today, I stopped into the grocery store to pick up supplies for stir-fry. The elderly lady in front of me in the checkout line bought a container of cookies that totaled $3.03 with tax. She handed the young cashier a $20 bill and three pennies.

The cashier gave her $17.97 in change.

The lady tried to give the coins back, but the cashier couldn't understand. The supervisor standing at the end of the counter helping to bag the groceries didn't understand either. The lady gave up and took the extra money.

I admit, I thought to myself when I saw the money being exchanged that I rarely see cash as a form of payment anymore. Is this an indication of how little cash is used now? Did the cashier not know what to do because she rarely handles cash? Even so, this was an easy math problem........

My Hair Is Returning!

My hair is growing back, much faster than I expected. It's mostly gray fuzz, but I have hair again!

The worst part about hair loss following chemotherapy is losing your eyelashes, in my opinion. My eyes watered all the time! I felt like I constantly needed to explain that I wasn't crying - I truly did have dust or something in my eyes.

I'm holding on to my scarves and hats for now. This summer has been so hot and humid that I've been forgoing wearing any, but I'm guessing that's going to change in another month. I hope that when I do decide I'm done with the hats and scarves, I'm able to find somewhere to donate them.

Mod Mod Mona Swap

I'm Saying No to Southwest Airlines.

I had a less-than-satisfactory experience flying Southwest Airlines in June. I paid a premium price to receive expedited check-in, along with first boarding privileges. I didn't receive the benefits, and felt like a fool for paying extra. When Southwest sent an email thanking me for the business and soliciting feedback, I decided to go ahead and tell them about my experience flying their airline. I also told them I felt that I had been ripped off, and I would go out of my way to avoid using their services again. This is the reply I received:

"Dear April,

I am so sorry that you feel you weren’t able to enjoy the benefits of your Business Select Fare on your June 26 flight.  As a valued Southwest Customer, your feedback is very important to us.  I am grateful for this opportunity to respond to your concerns and, of course, apologize.

While we, of course, offer preboarding to any Customer with specific seating needs or who need assistance boarding, out of respect for all of our Customers and to maintain the integrity of our boarding/seating system, these Customers should only have one additional person accompany them onboard the aircraft.

We do not have a policy that prohibits saving seats; however, when other Customers inquire about the availability of a particular saved seat, we would hope that our Customers would stick to the “Golden Rule.”  That said, we sincerely regret this particular Customer diminished the quality of your flight experience with us.

Furthermore, we regret that you feel you didn’t receive the highest level of Customer Service at the San Diego (SAN) ticket counter.  All Southwest Airlines Employees are expected to be friendly, helpful, and, above all else, courteous to all of our Customers who are kind enough to grant us their business. It is clear that you are disappointed with the Customer Service you received, and we are sorry that your experience was not indicative of the considerate and professional service that we strive to provide.

We appreciate your providing us with the details of your experience, and our Staff has ensured that your correspondence has been properly indexed and attributed to the appropriate areas. Additionally, your comments have been summarized and provided to our Senior Leaders for their review.

Your business means the world to us. It's our hope that you will continue flying Southwest Airlines for many years to come.

Sincerely,

Shawn, Southwest Airlines"

The customer with specific needs referred to in the note was a person in a wheelchair who needed preboarding privileges. I understand that need, and have no issue with that need. However, this particular customer put jackets, purses and bags across the first three full rows (on both sides of the cabin) for a total of twelve seats, saving them for her family - who boarded in the last group.

This response does not give me warm fuzzies, nor does it make me feel like they appreciate my business. Accordingly, they won't be getting any further business from me.

Photographers at Tourist Traps

It's a common experience: you walk into the entrance of the theme park and a camera is thrust into your face. "No charge! You only buy it if you like it!" Even worse are the cruises or other attractions where you're contained and you can't board until they take your photo. 

Unless you really want this token of remembrance, just say no, people! Say no, forcefully if needed, and walk by!

How many trees are killed with these printed photos people don't buy? How many chemicals are used in the processing?

I believe the model needs revamping. Digital photography is everywhere. Print-on-demand services proliferate. Change it up so the photos aren't printed until the patron says yes.

I'd be more likely to stand there and let you take the photo if I knew it wasn't going to be printed. Give me a chance to see a digital representation right after you take it, and once again after the attraction if I didn't buy it the first time I saw it, but please don't print it if I don't want it.

Ok, I'm done with my rant for the day.