TGIF with Debb: Customer Service, Courage & The Things That Matter

Dear Diary, 

It’s Friday, (obviously) and I have a few things on my mind this week. Customer service.  Courage.  Small businesses.  My upcoming yoga retreat.  And the fact that sometimes one tiny moment can remind you just how short this life really is.  Let’s start with customer service. The thing that’s clearly becoming a bit of a lost art these days. 

This week I spent a ridiculous amount of time trying to sort out something with my current mortgage company (who will remain unnamed because I’m not a total asshole) that should have been super simple. I spoke to multiple people, explained the same situation over and over, and kept getting the same scripted answer instead of someone actually listening to what I was saying.  At one point, I said, “I know that!  You said that six times.  That’s not the issue.”  I know.  Not the most classy Debb moment.  I was just irritated, but still somewhat kind and kept it together, (I think).  I was then directed to two more reps with the same response.  In the end, I figured it out myself and all will be fine.  

The next day, I called a Jeep/Chrysler Dealership (again who will be unnamed) and wow!  It’s my first oil change/service appointment for my baby Betty.  When I called, the rep sounded irritated and annoyed the moment she picked up the phone. “First time here?”  Yes, I said.  “I need a VIN number.  Without it, I can’t book your appointment.” I’m like “ok I’ll go grab it, one sec.”  She says, “yep!” I could feel her rolling her eyes.  And now I’m annoyed too.  I gave her the VIN number and she said, “Ok the next available date isn’t until after September 4th.”  I say, “oh ok” … then I hear her clicking her computer for over a minute so I assume she’s looking for the next available time, then she said, “hello?”  I said, “yes I’m still here.  I thought you were looking for a time?”  She says, “Oh, I thought I did that.  September 4th”  Oh!  I say.  Definitely unclear.  She said after the 4th. Then she tells me there’s a recall on the power steering and that they can check it out during the appointment and if parts are needed, she’ll let me know the pricing.”  I'm done. I agreed to the appointment because I didn't feel like having the conversation, but there’s no f*ckin' way I’m taking Betty there.  First of all, her attitude.  And secondly, a recall is not my issue to pay for. Are you sure you work for a dealership?

Then I called another dealership in Newmarket that a friend of mine recommended (she's a small business owner, so I trust her opinion) and they were amazing!  I went in on Wednesday afternoon (after calling them on Tuesday). They went above and beyond, said my name a few times like they actually gave a sh*t AND they have a shuttle so I got a ride to the mall while I waited for the service.  (Yes, I might’ve done a little shopping.).  The driver, Doug, (real name) was soooo nice.  Definitely 5 stars for New Road Chrysler Dodge Jeep Ram in Newmarket. I’d rather drive 40 minutes for proper service.  I’ll definitely go back.  They checked the power steering recall situation and all was fine.  Check. I called the original place to cancel the September appointment and it was a different rep who was very nice and said, “can I reschedule your appointment?” I said no thank you, I actually got it done today somewhere else, but I’ll keep you in mind.”  What a lie. I definitely won’t.  Sometimes a white lie is ok.  Right?

This all got me thinking … people remember how you make them feel.

You can have the best product, the prettiest website, the fanciest business, the most incredible retreat location but if someone doesn’t feel heard, valued or cared for, that is what they’re going to remember.  And on the flip side, when someone takes the time to genuinely help you, it matters.  A lot!  Which brings me to something I’ve been thinking about as I get ready for my upcoming Women’s Yoga Retreat.  I am a small business.  Very small.  There isn’t a big team behind the scenes. There isn't a marketing department. There isn't a catering company making the food (it’s me and my mom).  There’s not someone else answering the emails, planning the schedule, organizing the web page, taking payments, creating the experience and wondering whether people are going to love it.  It’s me.  And that’s exactly why I want this retreat to feel personal.  I want the food to not just be homemade but more importantly feel homemade.  I want the yoga to feel intentional.  I want the conversations to feel real.  I want women to walk away feeling like they were cared for … not like they just attended another event.  And this made me think about how important it is to support small businesses.  When you buy from a small business, book a private class, attend a retreat, shop local, recommend someone, leave a review or simply tell a friend, you are not just making a purchase.  You are supporting a person.  Someone who probably cares WAY more than you realize about whether you had a good experience.  And I know this because I’m that person right now.  Which is both exciting… and a little terrifying. 

Speaking of terrifying…

I listened to my friend Mel Robbins podcast this week, featuring former CIA Chief of Disguise Jonna Mendez.  I’m going to be honest.  I didn’t really resonate with everything in the episode.  Yes, the whole CIA world is super fascinating, but I’m not really sitting here thinking, “Yes! Finally, someone understands my Tuesday.”  But I decided to listen until the end anyway.  It was a beautiful sunny day, driving with Betty and I figured maybe I’d learn something new or take something away from the conversation.  And I did.  Jonna said something powerful towards the end. So powerful (to me) that I actually asked Siri to send me a text as I repeated what she said about courage.  “Courage is not something we're born with. It's something we build.  Courage comes from confidence.  Confidence comes from knowledge.” I love it.

We don't just wake up one morning suddenly fearless. We gain courage from doing things that scare us.  We build it by having difficult conversations.  By making the phone call.  By saying yes before we feel completely ready.  By walking into something new without knowing exactly how it’s going to turn out.  And honestly, that feels very relevant to where I am right now in this chapter of life. If you’ve been reading, you know I stepped away from a Team Lead role I've been in for three years, and I’m focusing on teaching yoga and Pilates. I’m focusing on figuring out what comes next.  I’m building Yoga Debb.  I’m planning a retreat.  I’m creating more space for things I love and I don’t have it all figured out yet. Yes, there have definitely been moments of “WHAT THE HELL AM I DOING?!”   It reminds me of when I took off to Australia, New Zealand and Scotland by myself for months at a time in my thirties, to teach yoga. I definitely had those same thoughts.  Yes, my stomach turned.  Yes, I had doubts.  But I also had trust in myself that I’d figure it out.  Maybe courage isn't about knowing exactly what you're doing.  Maybe courage is being confident enough to take the next step anyway.

And then I cried at the end of class this week …

I shared a quote with my class about how short life is.  I always share quotes after class.  I see them on Instagram, or wherever and if it resonates, I think “oh, this is a good one to share.”  People usually resonate and sometimes even ask me for it after class.  I love that part of teaching.  Connection. Resonation. Reminding people of their strengths, their power, their knowingness that they can do challenging things.  This week’s quote was about how one phone call can change your life.  And as I was saying it out loud, I started tearing up.  Yep.  True story. Right there.  In front of everyone.  Thirty-five people everyone.  I had to pause and remind myself to take a breath. Yoga Debb … professional yoga and Pilates instructor, occasional emotional mess. The tears came because I felt the truth of it. And because a friend of mine was in class, who’s going through a hard time right now with a sick parent in another country. Immediately, as the words came out "one phone call," I thought of her and felt for her in that moment. Very much. I know what it's like to have a sick parent (and to lose them) ... so it hit me ... extra hard.  One phone call can change everything.  One conversation.  One decision.  One diagnosis.  One opportunity.  One goodbye.  One “yes.”  One “I can’t do this anymore.”  One “I think I want something different.”  We spend so much time waiting.  Waiting until we have more money.  More confidence.  More time. More clarity.  More courage.  More certainty.  And maybe there is no perfect time.  Maybe life is actually happening while we’re busy waiting for it to begin.  

This week I’m reminding myself to pay attention. To the people who provide good customer service.  To the small businesses that are pouring their hearts into what they do.  To the people who are brave enough to try something new.  To the moments in yoga class that make me unexpectedly emotional.  To the little signs that maybe I’m exactly where I’m supposed to be.  And to the things that scare me because maybe every time we do something scary, we are quietly building a little more courage for the next thing.

And who knows?  Maybe the next phone call …  is the one that changes everything. Maybe in a great way!

Here’s the quote I shared in class, in case you’re wondering. 

“Reminder that life can change in an instant.  One phone call.  One piece of news.  One moment you never saw coming.  And when you really let that sink in, it doesn’t make you fearful … it makes you present.  None of us are guaranteed anything.  So stay humble and grateful.  And don’t wait for a wake up call to start living like today matters.”  - Mel Robbins

So here’s your Friday reminder from Yoga Debb:

Support someone. Say yes to something that scares you. Make the phone call. Tell someone you love them. Start the thing. And for f*ck sakes … stop waiting for the “perfect” time.

Life is happening NOW.  Don’t miss it.

TGIF!

Truth

Growth

Inspiration

Fun

Building strength, mindset, and real-life consistency … one breath at a time :)

💜 Yoga Debb