hug-free zone.

I read somewhere once that a "20 second hug can release [insert impressive percentage] of stress."
When my wife gets home and has a difficult day, I practice the 20 second hug thing and it seems to help.
With customers, I'm not given that option, and doubt I would take it if I was.

When talking through problems we've been recently encountering with several third-party shippers, I've felt somewhat hopeless.
The problems relating to shipping tend to be larger-than-life, blown out of proportion, and significantly worse than a lot of the daily challenges that arise at work these days.

"I took off work to receive it and it didn't come."
"They re-scheduled three times with me."
"They wouldn't help me bring it inside."
"They were rude with me on the phone."
"I got someone else's package instead and they won't swap it out."

Each time the customer is thousands of miles away and we find ourselves fighting for a reputation that seems like it's no longer in our hands.
I'm learning that is a complete myth.

People can be understanding that problems can arise. They always, always, always want to several things, regardless of the circumstances.

1.) Have you heard what I've been telling you?
2.) Do you agree with me that I'm reasonable in being upset?
3.) What can you specifically do about it?
4.) Will you communicate with me openly and keep me updated?

Very quickly and sincerely answering those questions are secondary to them knowing if it's our fault or not.
The truth of the matter is, they don't care. They just want to receive their shipment.

Once we've established on our end that we are now on the same side of the table, it becomes a much more smooth and sometimes easier.
My last priority I've taken on as a personal challenge is not to hang up with them until I've gotten them to laugh.
It's sometimes a grossly ambitious undertaking and can result in a fifteen minute conversation. However, in the absence of a physical presence where eye contact and listening posture can be incredibly important, it's proven more than apt at bridging the distance and bringing our humanity back to the forefront of the problem at hand.