I did not know about the National Customer Rage Study, but I was not surprised to learn that we American consumers (and voters and neighbors and maybe church members) are madder than ever (here and here). We are sadly divided in so many ways.

So why the rage, and exactly what is “rage”? Why are customers so angry? It turns out that it is not so much shopping – online or in person – that makes us mad, it is trying to fix a problem when there is something wrong with what we buy. “The study found that 77% of consumers experienced a problem with a product or service in the past 12 months. This is a record high and more than double the share reported in 1976.” Part of the problem is having to navigate a labyrinth of chatbots and call centers before you can speak with a human being who 1) might know what you are talking about and 2) can do something about it. It takes a click to buy and an hour or more on hold to just begin to fix a problem.

Now, we’ve all groused about lousy customer service or muttered under our breath about long waits and inefficiencies. But the rage the Rage Study is talking about is something else. It’s the authors of the study call “uncivil behavior.”  Specifically: Continue reading →

An early Observations this week as we celebrate Thanksgiving Day with friends and family. Posted below is George Washington’s first (of two) Thanksgiving Day Proclamations.  As you read it, pray to Almighty God “that we may . . . all unite in rendering unto him our sincere and humble thanks,” for his “signal favors” in our “public or private stations.” 

Happy Thanksgiving! Continue reading →

“Always Let Your Conscience be Your Guide,” Jiminy Cricket tells Pinocchio in the Walt Disney version of the children’s classic. I can’t speak for Pinocchio, but my conscience can be a pretty lousy guide as it leads me not to being a real boy or a better person but to chasms of guilt and swamps of discouragement.

A couple of weeks ago I had what might be called a difficult conversation with a colleague. I challenged him regarding attitude and behavior that I and others in our organization were finding harmful to relationships and to our common work. Prior to the conversation I sought the advice of some wise counselors who were familiar with the situation and who know me well.  They deemed the conversation difficult, but necessary.

I don’t like difficult conversations and tend to steer clear of them until I have exhausted all avenues of avoidance. But sometimes you can no longer postpone the inevitable. Continue reading →

The first snowfall of the season was larger than expected. The total for Sunday and Monday at our house was around four inches, enough to blanket the ground and stick to the roads and sidewalks. Enough to shovel before church on Sunday morning, at that point a wet and heavy slush of a snowfall.

The early snowfall caught us a bit off guard. We have yet to winterize the screen porch, and it’s still too cold to get the work done. We weren’t ready, not quite prepared for four inches of snow the second week of November. This is January stuff. Continue reading →

I have written before about my early morning routine of running the streets of our subdivision. That routine includes running each of the nine cul-de-sacs in the development. Adding the cul-de-sacs to my route ensures enough distance to meet my mileage goal. Miss a cul-de-sac, miss the satisfaction of having accomplished my goal.

My service to our presbytery has recently taken a busy turn with significant business before a couple of the committees with which I am involved. The issues are complex and take not only too many Zoom calls, emails, text messages, and telephone conversations, but a lot of thinking time to process new information and formulate next moves. What better thinking time than the morning run?

So intense has been my thinking, though, that I sometimes end my morning run wondering – and certainly not remembering – if I made all the turns onto cul-de-sacs that my routine requires. Was I so lost in thought that I simply kept running instead of making that left or right turn onto Ursa Cove or left turn onto Bruin Pass? Okay, the time I was out running indicates the mileage was accomplished. I guess autopilot worked. Continue reading →