The Indifference Difference

I stood in front of the counter at the local take-and-bake pizza shop and greeted the girl on the other side. She mumbled something I couldn't quite understand in a low and disinterested tone. I assume she was asking what I wanted so I asked her if they had any specials. She pointed to a cardboard graphic highlighting a square pizza with no price and a flashy name. I asked her what it cost and she again pointed this time to the prices on the wall. Somehow we managed to get out of there with a pizza but we left somewhat disillusioned with the company. We weren't horribly treated, just treated with indifference.

Flash back a couple weeks to our experience trying to get or taxes done. This was the first year we did not take care of our taxes ourselves and we chose H&R Block based on the recommendation of one of my employees. We brought in all the information we assumed we would need and met with a tax professional. Turns out we were short a few items so we made a follow up appointment for the next day. When the paperwork was finally processed we left with the understanding that we would be receiving a check in a day or two. When several days had passed and the check still hadn't arrived, we called to find out where the holdup was. As it happened, we had some outstanding payments due the IRS from last year and so the process would take a bit longer. Fine.

Here's where I start to have the problem. When we eventually got our Federal return, it was $900 short of what we expected. "Ok," I thought, "Then we should receive the full State return." When the State refund was deposited, it also was $900 short. Naturally I called up H&R and relayed the situation. The response I got over the phone is what really got my blood boiling. "I don't know what to tell you," said the voice on the other end of the line. "Well who should I call?" I asked. She replied, "I guess you'll have to call the IRS..." There was no effort to help in resolving the issue - not even a phone number or contact offered. Again nothing horrific, just indifference; but indifference call be so frustrating!

It really doesn't take that much to make a positive impact on me. Pasta la Casa for instance is a little startup restaurant in a strip mall about which I have nothing but the best things to say. The seats are cheap and the place is small, but the we are always eagerly greeted, the food is great and we are generally thanked when we leave. It's the type of place where you order and pay before you sit down and the food is brought out to you. The employees (who are not generally tipped) offer to bring silverware to your table when you forget and check back often for refills on your drinks. What's more, when we order food to go we are often offered a glass of water and a seat while we wait. Nothing revolutionary there, but I know that I for one have single-handedly introduced at least a dozen people to Pasta la Casa many of whom in turn have introduced several others. My wife and I once even convinced a mother and daughter who were thinking of leaving (because the place was so busy) to stay and try it. We both gladly recommended several of our favorite dishes and on their way out they stopped to thank us for a fantastic meal!

H&R Block charged us over $200 for their services. I'm 26 and my wife is 23 which means that barring some unforeseen accident or illness (or the return of Christ) we will be doing our taxes for a good 50-60 more years. At $200 a year, that's $10,000-$12,000 in potential income the company has in effect decided to forfeit. Now take that and imagine my experience with them had been like my experience with Pasta la Casa. If I talked a dozen people into using their services who each in turn convinced one more, the company could potentially have brought in an additional two hundred thousand dollars or more!

It just doesn't seem that difficult to me. Smile, be nice, and when a problem comes up make some sort of effort to try and help. All we want is to know someone is on our side. These days it really doesn't take much to impress - and a good impression (as does a bad one) goes a very long way. Sorry Block, I'm doing my own taxes next year.

Mission Statement

To live courageously. To do everything passionately. To pursue excellence and in all things act with integrity. To be healthy in mind, body and spirit. To give more than I take and earn more than I spend. To always be learning, growing, and creating. To find the opportunity in every situation and improve with every failure as much as with every success. To encourage. To build up. To dream big and aim high. To be grounded in scripture and rooted in love. To value and protect family and friends. To stay far from arrogance and remain always teachable. To give life 100% and reach the finish line with no regrets.