Ever have one of those days where nothing goes according to plan?  Well, this morning was a classic example of Murphy's Law and opaque incompetence.  Having foreseen a potential morning lost due to multiple tests, Jen called the lab yesterday to make sure it wasn't a series of multiple tests.  "No, no, just come in at 9am and you'll be set."  "Are you sure I won't need to come in again after the initial visit?" Jen asked again.  "No, no, just one visit is all it takes."

So after amusing the Kiddos at the hospital gift shop, we make our way back to the lab to see if Jen is ready yet.  No, of course not, that would mean things worked out too easily.  We end up waiting another ten minutes or so before she finally shows up.  

As soon as she walks out of the office, we can tell that Things Are Not Right in the World.  She has a look of extreme displeasure on her face, and somehow I know that I'm not to blame *this time*.

"Guess what?" she asks, as she approaches us.  My heart drops, "Umm, you're not done?"  "Nope," she replies snappily, "I need to come back every hour for them to do the glucose test."  My heart drops some more, thinking what was initially a quick half hour affair is now going to be an all-day thing.  "Didn't you ask yesterday if it was more than just one visit?" I ask, suddenly remembering that she had anticipated this to begin with.  "Yes I did," she begins, "but they have no idea what is going on, and now I have to come back every hour for the next three hours."  "Plus, I'm not sure I should be driving anywhere, at least right now, because they said that the Mega Sugar Loaded Orange Drink That Looks Like Crush that I drank may give me some nausea."

Damn.  That meant I had to drive her and the Kiddos to the goat farm, further delaying my arrival time at work.  While we are walking out, Jen continues to vent, "And they told me previously no food and water for 12 hours before the test, but I found out I could have drunk water if I wanted to."  Further incompetence.  "Do you know how hard it is to give a urine sample when you haven't drank anything for 12 hours?" she asks rhetorically.  

So now, because of Incompetent People Who Can't Do Their Job Right, I'm going to be an hour and a half "late" for work, and Jen needs to keep Braden with her while she finishes the series of tests. Whereas we could have found a babysitter for him had we known that it was going to be this way.  Fortunately for me I have an understanding boss, who I call *again* to tell him our change of plans.  Two phone calls later, I have informed him and the secretaries of my continued absence, hoping that I don't have to make yet another phone call.

So we manage to get Ariel to the goat farm in time for her to start helping with the school groups and then speed slightly above the speed limit back to town to get Jen to her second checkup.  And then finally we have a chance to get me to work.  Now, I'm not so dedicated to my job where I feel guilty if I have to take some personal time off to take care of my family, but it's just the fact that my entire morning got thrown out of whack that bothered me.  I mean, had Jen not asked about the test and we assumed incorrectly that it was only a one shot deal, that would be one thing.  But Jen specifically made sure that it wasn't a repeat-visit test, and they told her incorrectly.  Plus I had to deal with a grumpy wife that couldn't eat nor drink.

With the latest incident at Hobby Lobby where the framing department basically practiced deceitful business tactics (lying about not having any frames in stock that I wanted, and then framing a poster of mine that Jen had cancelled the work order for), I've just about had enough with Opaque Incompetence.  In our line of work, we're constantly reminded that our clients are our number one priority.  That we need to do whatever we can to keep our clients happy because a very large percentage of our business comes from repeat clients.  It seems like this would be the norm for any business.  Plus I take pride in my work, and I actually feel terrible when I make a mistake or screw something up.  I just assumed that most people are that way when it comes to work, but I guess not.  I guess the people who don't take their jobs seriously are the same ones that had no contributions whatsoever on group projects in school, and just rode on the backs of everyone else.

What ticked me off the most about the whole Hobby Lobby experience was that at no time did the framing lady apologize for the possibility that it was their fault that somehow my order never got cancelled.  Nor did she ever seem even close to being apologetic.  Instead, she just stood there glaring at me with a slightly detectable smirk on her face, seemingly to dare me to question her.  If it's one thing I cannot stand, it's people lying to me while looking at me in the face.  I would have stayed and argued more, but I was running late and had to get Ariel so I just paid for the work that was done and left.  This isn't to say I left the whole thing behind me, as I will definitely be complaining to a Hobby Lobby manager.

I guess that since good work and good client interactions are required of me, I expect that out of anyone.  Especially those in sales.  Considering that it wasn't like I was trying to take advantage of them, or lie to them, or anything like that.  It seems like as businesses get bigger and bigger these days, customer care gets worse and worse.  Either the company leaders aren't aware of how their employees treat their customers, or they don't care, figuring the loss of one customer is no big deal.  Seems like most of the superstores these days have an overabundance of uncaring employees.  Which is why my rule of thumb is never to listen to salespeople.  Don't *ever* listen to Circuit City salespeople, or Best Buy salespeople, or CompUSA salespeople, or...you get the point. 

I once saw a news story on one of those prime-time news shows that talked to business owners that prided themselves on service, one of which was an upscale restaurant in some Big City.  The reporter specifically went into the restaurant to see how they would deal with a demanding customer, and handle certain situations that clearly the restaurant was not at fault for.  Not only did she claim the waiter got her order wrong (when in fact that wasn't the case), but when her final order got there, she also snuck a dead fly she had with her into the soup to see how they would react.  During the whole night, the restaurant manager and waiters were nothing but apologetic, even though nothing was their fault.  They replaced her order without question.  They offered her free appetizers and coupons on further visits.  Never once did they accuse her of lying or taking advantage of them.  Now that is what *I* call service.

Now unless the manager at Hobby Lobby tries to make up for his incompetent employee, I don't plan on going to that store ever again.  Even if they have the best prices in town on model kits.  Or even if they ever get in micro Bit Char-G remote control cars.  As much as I love those cars, not even would I stoop that low to get them.  After all, I do have some standards.