Sometimes its more than just a roof.

 12/13/2022

When we send texts, make calls, answer emails, etc. 

We think what a miniscule interaction it is to us and the person on the other end of the line. 

The simple error of a calling someone the wrong name, is not simple. 

The assumption that this wrong name doesn't hold so many emotions, good bad and ugly.

I have always been lucky enough to be happy with my name.

 I am lucky enough to be happy with the gender I was assigned at birth.

I am lucky enough to be in a safe relationship.

I am lucky enough.

    Today, I asked someone if they wanted any information about a product my company is offering to current and previous customers. Simple customer service, right?

    The person at the other end of the simple text I sent, was covered with emotions of trauma and experiences I will never know or understand. I would've never known. I am so glad they addressed it. I was speaking to someone and addressing them by their abusers name. I would've never known. 

This customer had to take it upon themselves, to address trauma from years ago, just for something as simple as a sales cold call and text. This situation was supposed to be dealt with a year or so ago. I saw NOTHING in the notes. NOTHING on salesforce. 

My job title is CUSTOMER EXPERIENCE SPECIALIST. I felt awful. So, I called the branch manager where this original contract was signed, I called the VP of operations, I made sure the entire account from front to back and in between was updated in BOLD letters. The abuser does not exist in my books, in the companies books, and the survivor is the ONLY proud owner of a home with a transferred warranty. 

Finally.

Then the customer had the nerve to ask me about the product I was offering in the original conversation. 

Sometimes, its more than a roof.