It is well-known that the Northeast is being inundated with snow this winter. One day, when recycling was scheduled, we had an overnight snow storm. The snow was over, the roads were clear, and our recycling was at the curb by 9 am. There had been a phone call from the town telling us of the snow removal efforts but no mention was made of canceling the recycling pick up. At 3:30, all the paper on our block was still left on the curb.
A phone call to the recycling office found out that recycling had indeed been canceled and the recycling center was closed for the day. Being annoyed that we had not been told, we called the DPW Superintendent. The reason that we were given for not picking up the recycling was, "We had other things to do." His basic message of "too bad" was delivered gruffly and abruptly. There was no attempt to solve the problem or even show empathy. The next phone call we made was to his boss who promised that the DPW Superintendent would be "dealt with." From the tone of the conversation, we guessed that wouldn't be a good conversation for the Superintendent.
What would have made this better?
1) Admitting mistakes. The Superintendent should've admitted the oversight in not letting us know that recycling was canceled when the snow removal phone call was made. It was an error that the boro manager's admitted to and apologized for.
2) Show empathy. The Superintendent should've listened and empathized. Certainly saying that he had "better things to do" was not showing any concern for the inconvenience. In fact, it showed that he could care less what the results of his decisions were.
3) Attempt a solution. The fact of the matter is that a recycling truck passed the house less than 5 minutes before the phone call to the Superintendent. Obviously, the department was on the road and it would have been no trouble to have them stop and pick up one can of paper to be recycled.
A phone call to the recycling office found out that recycling had indeed been canceled and the recycling center was closed for the day. Being annoyed that we had not been told, we called the DPW Superintendent. The reason that we were given for not picking up the recycling was, "We had other things to do." His basic message of "too bad" was delivered gruffly and abruptly. There was no attempt to solve the problem or even show empathy. The next phone call we made was to his boss who promised that the DPW Superintendent would be "dealt with." From the tone of the conversation, we guessed that wouldn't be a good conversation for the Superintendent.
What would have made this better?
1) Admitting mistakes. The Superintendent should've admitted the oversight in not letting us know that recycling was canceled when the snow removal phone call was made. It was an error that the boro manager's admitted to and apologized for.
2) Show empathy. The Superintendent should've listened and empathized. Certainly saying that he had "better things to do" was not showing any concern for the inconvenience. In fact, it showed that he could care less what the results of his decisions were.
3) Attempt a solution. The fact of the matter is that a recycling truck passed the house less than 5 minutes before the phone call to the Superintendent. Obviously, the department was on the road and it would have been no trouble to have them stop and pick up one can of paper to be recycled.
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