Customer Loyalty

I got a call from the other HR person (the one Jessica spoke to). Jess had called her about my FMLA leave and wanted to know how to go about doing it. This was despite my printing out the instructions for her that are easy to follow. Whatever. Anyway, we ended up talking about everything and I found it interesting when she said, "I told Jessica that she does not have the right to ban anyone from the store." Really? Newsflash to me. Anyway, she is planning on getting Mike into a conference call with the other HR lady some time this week. The problem is that he is an employee and had an altercation with a manage from another store. Employee status supercedes his being a customer. It doesn't matter why the whole thing started or that it had nothing to do with him being an employee and everything to do with being my fiance. How he handled the situation is what is being questioned. In that case, Jess's disrespect of him should be questioned as well.

At any rate, no one is being written up or fired or anything over that incident. I don't know what is going to happen in regards to my report on matters that had nothing to do with this incident.

And Jessica will most likely be losing another good customer. See, I have been doing business with one of the branches of the SC Department of Education for the past two years. Jacqueline and I get along great and I know exactly what she wants and how to get it for her. She has deadlines, etc. that some times need to be met that require special attention. Even though Tony started the original account with her predecessor, she wanted to stay with me when he left (that caused problems between us). I had nothing to do with that. It was all him because he told her that she was to go with him to the other store. You don't tell Jacqueline what to do. I nearly died when she told me that last year. So, she stayed with me. And I say me and not us because I am the one she contacts.

Well, she had contacted me two weeks ago for an order. A pretty big one that helped us a lot last week. I delivered the books to her today. Jessica had offered to do it but I wanted to tell Jacqueline myself why I was taking a leave of absence. Even before I could explain, she was concerned. And when I said that I would probably end up leaving, she said that I should tell her what bookstore I end up at because she will go with me! I thought she might say that but it was really nice to hear. I've recommended that she deal with Jonathan while I'm on leave. Should I end up permanently leaving, I suggested she take her business to Patti at Columbia Mall because I know that Patti will give her the attention she needs and deserves. It's completely her choice about whether to stay with Jessica and I said I wouldn't tell her not to. But I don't think she will. Jacqueline cannot stand bossy people. And even if Jess is sweet and helpful to her, the fact that I've left is a mark against her. See the importance of customer loyalty? And all I had ever done for Jacqueline was my best job. It had never occurred to me to help her for any other reason than that she was a customer who needed certain things. I have been seeing how just being me has affected people I work for and with. It's a little mind boggling. And I am very touched that Jacqueline feels that strongly about me. It's very sweet.

It Is Agreed

So, I spoke with Jessica last night about me taking a medical leave. She was cool with me doing it. Only concern was with how we go about getting it processed. I told her that I spoke with the woman at HR about it and that she would be contacting me next week. That she had asked if I'd been to a doctor yet. No, but I did call mine on Friday. I'll call the other one tomorrow since she's been the one dealing with my most recent ailments. And she's the one concerned about the migraines. So, this should go pretty smoothly for now. I'll step back for a while and work on stuff here at home. Get the house organized (finally) and looking respectable enough for visitors. And start cracking on the dissertation.

This will give Jessica and I a break from each other. And it allows her to give Melissa extra hours (as a means of distracting her from her grief and the fact that her husband is away on business for a month) as well as Jonathan. I know they want them but we don't have them to give. And maybe she'll be able to save some for the Harry Potter event.

So, overall, this will be a good thing. If Melissa doesn't come back next week, I'll probably work at least some of it. Hopefully she will be though.

Anyway, it is late and I'm tired. I'm opening in the morning so I need to get some rest. Hopefully now that this has a resolution (however temporary it may be at the moment), I'll be able to sleep again.

Big Grins

Ah, the support of friends. I love it. Thanks all for responding. I decided that you needed your own entry here instead of listing a reply post.

Laurent, you crack me up. And Mike is a student at your school most of the time which is why his being riled up over this is such a big deal. Yes, we all go through crap with our jobs. . .none is perfect. I guess I've just been putting up with too much of it from this one for too long.

Kirsti, I hear ya. Problem is, this isn't a corporate policy. To quote our handbook from page 70: "Booksellers should discourage visits from relatives and friends during working hours." That does not say that they cannot come in at all which is what she wants. This is something Jessica wants to make a store policy but isn't adhering to herself. Last Wednesday her aunt and grandmother came in looking for her (the second time that week that someone came to visit her) and her mother was in the store with her this past Thursday. Each of them "looked around" just like Mike does but did not purchase anything. 75% of the time Mike purchases something. And when he doesn't he orders something to buy later. How can she say that this is a policy for us all but then not adhere to it herself? Plus, she said that he could come in if he is bringing me food for dinner. Um, ok. Not sure how that makes a difference. And that's what happened last night. Mike came in, I sent him for dinner, he came back, I sent him out into the mall to wait for me with the food, and then I joined him. He didn't shop this time because he has decided to take his business elsewhere. Michael wouldn't be having a problem with this if it were merely a case of him not being allowed to visit me. He understands that rule of course. He sees the issue as being against him as a customer.

Which brings me to Andi: You got it right on the head, chickie. Well, for the most part. See, the problem is, Jessica turned this into a problem that got attached to his being a company employee even though the issue didn't have anything to do with that. Hence going to HR. We each spoke with a person yesterday. Not sure how helpful she was with me when her suggestion was to talk with Jessica about issues. Been there, done that. My head is bloody from bashing that wall. Our communication level is good for about two weeks and then she starts treating me like an incompetent idiot all over again. So, no, I don't think that's going to help. And I just found out where this all probably comes from -- at her other store, that assistant's bf was coming in a lot and disrupting things. Jessica is afraid of a repeat even though I am not like the other assistant and Mike doesn't have such free time. If that was her fear, she should have talked to me about it like an adult before passing me off as guilty.

As for Mike, the HR person was confused about why this was an issue for him and why he doesn't just shop at the store he's been working at. To summarize what he said to her: 1) He's only worked at that store 4 times, 2) He's a lifelong patron of my store, 3) Our store has a better selection of what he reads (it does -- we're one of the best in Columbia for manga), and 4) Store loyalty since he hasn't developed an attachment to his store yet. This impressed HR (he thinks) and hopefully there will be resolution soon.

At any rate. . .Andi is right and it's been the question I have been asking myself. Why am I here? What is important to me right now? The answer would be my dissertation and getting my damned degree. This job was only ever meant to be temporary. I don't want to spend my life there. Can I see it as an option should I not be able to find a teaching job? Yeah. But it takes too much energy away from things I find more important. Life is too short to waste on such pursuits if they aren't making you happy.

And Andi, you made it sound like you are wasting your degree or something. You're not. You never really wanted to teach -- you wanted the knowledge that you could apply to your art (she has a PhD in music composition). Teaching was a secondary thing for you. And I've realized that it is for me too. Writing is and has always been what I've wanted. Well, by damn I'm gonna stop waffling and do it. I love teaching but I have a more driven goal than even that. But you all know how bad a procrastinator I am. Something has to kick my ass sometimes before it actually sinks into my thick skull what I should be doing. (grin)

So, I guess after all that writing, we have reached the end answer. . .moving on from that phase of my life. I got some good things out of it: friends, lots of books, experience, etc. I most especially got the best thing in my life out of it and he's in the next room writing his own blog entry. But in the end, the job has had far more negative things to come with it: no time to spend with friends or be as good a one as I want to be, little time to be a good teacher, a drain on my energy and health, no time for writing, etc. Oh, and an OCD paranoid manager with a martyr complex. I have put a lot into the store but the price has become too high. In the end, is this latest incident a big deal? No. But it was that final straw I needed to not feel bad about leaving. I have been debating the issue for months. Guess I know which side of me has won the debate.

And It Keeps Getting Better

Did you get the sarcasm in the title? Hmmm. . .maybe not. I just can't believe the bullshit that I am having to endure right now. And not just me but Mike and my co-workers. See, on Tuesday I got a call from the other store. The manager wanted Mike's phone # so that she could talk to him about various things. Well, we figured we knew what one of those things was but we patiently waited. Despite the whole "significant others are not allowed in the store while you're working" bit being my store's personal issue, Jessica has dragged in other people. I just checked my entries and I neglected to tell you all about Mike's little chat with her about how he feels about this whole thing.

He was very upset. And has been for a while with this being the final straw for him. So when he said that he wanted to talk to her about it, I said go for it. Well, he got a bit worked up while doing so and apparently scared her. Now, if you know Mike, you know that he isn't a violent person and that he is the farthest thing from intimidating. Normally, that is. Get him angry about something and he can spit fire just like the rest of us. Unfortunately, we'd let his anger with her build up for too long. He'd tried in the past to let Jessica know that he felt mistreated by her but she always blew him off. She didn't take him seriously.

Well, she did this time. In fact, she went to HR and tried to have him fired from the other store! I just don't believe this stupidity. She claimed that this had nothing to do with him as an employee of another store but then she cried little girl hurt and wants him fired. I truly believe that she is trying to find a way to get rid of me. She has nothing she can hold against me to fire me with just cause so she goes after Mike in hopes that I will just quit (as I have mentioned doing) or will roll over and let her kick me.

(snort) Guess what? Neither if I can help it. I like my job and I am damn good at it. But I can;t continue with this stress. Notice the report time of this blog? Yup, insomnia once again. Yesterday we decided to each call HR and file complaints against her. Well, Mike had tried last week and no one called him back. Then his grandmother dies and we get distracted enough to give her time to file. It explains why she was in such a good freaking mood this week. She thinks that she has this all under control. She thinks wrong. I am well and truly pissed. I am sick of her treating me like a second class citizen and like shit. I've worked hard for the store. And my absence will make a difference whether she believes that or not. Even a little dent is still a dent. She has no idea how much shit I have deflected from her in the past. How many times coworkers complained to me about things that she was doing and I defended her. How many times I've followed after her and cleaned up messes and done things that she should have. Why? Because I am her assistant and that's my job. Well, no more. I will continue to do my best by my customers but not for her. For them. And for myself and my integrity.

So, this morning I will be calling HR and filing a complaint. I will also be asking for a leave of absence because I cannot stay there under these circumstances. I like my job. I really don't want to leave it. But I cannot continue the way things are. It is affecting too many aspects of my life. One good thing -- it isn't hurting my relationship with Mike. Instead, I think in a way it has brought us closer because we mostly agree with what needs to be done. And on the few gray areas between us on it, we just support each other.

We could just walk away but as both Mike and the southern Kyle (who is in HR for a different comapny) agree, if we do, she'll just keep pulling this stuff. She hasn't managed to keep an assistant for very long and they have all supposedly sucked. I begin to wonder if that was really all them or if she was pulling these things and they were trying to work around them like me but just weren't as successful. I don't know. But I think it says something for a manager to not be able to keep assistants very long. I'm not usually one to see conspiracies in things but this situation has reeked of one from the first day. I just have to be sure to cover my ass for the future. Which I will do this morning. Wish me luck.

Dropping Like Flies

I think that working at the bookstore is a curse right now for our families. Two weeks ago, Melissa's father died from cancer. . .Mike's grandmother died this past Sunday night. . .John's great aunt died last night. . .and now Tyler's grandmother is about to be taken off life support which means she'll die soon too. That makes two each in the past month for Mike (his grandfather), Jon (his grandmother), and Tyler (his fiancee's grandfather). Sheesh. Plus, our former co-worker, Felicia, had her grandfather die last month too. I've never had such freaky events happen before. Well, except for the summer where the last of my great aunts and uncles all died when I was in my early twenties.

I suppose it shouldn't be a big surprise since people are living longer these days. And we're all of an age where we have older relatives. Except for Melissa's father, I think they were all in their 80s at least. Still, it's making things fun at the store for scheduling. (sigh) I have a few relatives in that age range left myself. And I know that most of my friends do as well. I guess that when you're a kid, you don't notice this stuff -- endless rounds of funerals -- but as an adult you can't help but to notice. Sheesh.

2007 is shaping up to be such a "fun" year!

Decisions Decisions

So, yeah, it seems that getting up early is becoming a habit for at least one day a week. I think it's because I have a lot on my brain this morning. Mike hasn't talked to HR yet about the whole "not allowed in the store" thing. Last week it was because he had no time to call. Well, he did but the person never got back to him. Yesterday he was home because his grandmother died on Sunday night and he wanted to spend some time with his mother (it was her mom -- her dad, his grandfather, died about a month ago so you can see the kind of fun we've been having). That was very sweet and completely an impromptu choice on his part. I feel really bad for her. I don't think that it matters when your parents die. . .losing them is always hard. And to lose both in quick succession has got to suck the most.

Anyway, I've been trying to decide what to do about the store. At first I thought that I should just look for a new job all together so that I can get out of there. But I realize that I just don't have the time in the fall for that on top of teaching five classes. I need to focus on that and the dissertation. I can always get something else in the spring. So, I will tough out the job until the end of July to give myself a breather.

At that time I will probably turn in my resignation. A part of me would like to stay on at the store because I really do enjoy working with the books and stuff but I just can't handle the stress from all of the bs. My brain latched onto it this morning and suggested that I request staying on for Tuesday mornings and Wednesdays as a keyholder. I mean, I am basically left alone by Jessica at those points. I like getting out the new stuff and Wednesday is her day off. If I did that, I would have a solid work block of Tuesday through Thursday for earning money and then four days for focusing on the dissertation. I would still have to teach Monday night (for 8 weeks) and Saturday morning (all semester) but I would have more time for me. And I could avoid the stress of dealing with the political bs, earn a little extra money which could go towards the wedding fund, and keep my discount. If Jess doesn't like this idea, well, no sweat, I leave completely. If that ends up being the case, Mike and I will no longer be shopping at the store. He is adamant about that -- if I no longer work there, he will no longer patronize it. And so long as he works for the Columbia Mall store, well, we still have a discount that we can use there or at Borders. So, it will be a win win situation.

I think it's a good solution for now. It's one that I can live with. It may not work but at least it is an option to complete termination. I have a feeling that Melissa will end up as the assistant. But we'll see. I suppose it depends upon whether she wants the job but I have a feeling that she does. Anyway, I should run. I have some emails to send out about Valerie's bridal shower and should do them while I'm thinking of it and have time.

Meanderings in the Morning

I couldn't sleep anymore. I stayed in bed for an hour but my brain just wouldn't shut down. I tell you that it's unnatural to wake up before 6a on your own. lol

Why such insomnia?

Well, a lot has been going on as usual. The latest drama is just an extension of why I wasn't able to write as much as I used to. It all goes back to the job. You've read my rants before about work -- both teaching and bookselling. Well, most of the drama of the past year has come from the latter.

See, it never seems to end. Just when things start getting on an even and smooth keel, my manager has to pull something else out of her bag of tricks. Only this last one may be the final straw. Last Tuesday she came away from the weekly conference call with the following statement, "Ok, from now on Mike isn't allowed in the store when you're on the clock and you're not allowed over at Patti's store when he's working." (He got transferred to the other store a few weeks ago which seemed to solve problems.) My response? "What?" This came out of the blue. Seems she's gotten some bug up her butt about his presence in the store. I think it stems from the fact that Mike stopped by last month a few more times than usual -- and they happened to be during the day. She acts like we're sneaking around and doing something we're not supposed to do. And that he shows up far more than he really does. When I'm on the clock, he maybe is in there once a week. Big emphasis on that word because most of the time I'm off the clock. But there are exceptions during the weeks where I have a slightly different schedule from the norm.

And every time he stops by, he shops. If I have other customers in the store, I ignore him for them. He's always finding manga to buy or have one of us order for him. And that's just it. . .his visits are not just "personal" in the store. Mike was a customer there long before I started working there. He's been exclusive with us for over a year because of me and out of his feeling of loyalty to the store because everyone (until Jessica) has always given him great customer service. Mike has tried in the past to let her know that he hasn't appreciated the way that she has treated him because she blows him off a lot. She has never seen him as a customer like the rest of us. It's ingrained into our minds in that way because that's how we knew him first. He's not just some extension of me. He's a regular. The fact that we're together now is a secondary point when it comes to the store. Mike adores bookstores and goes into them whenever he finds one. It's one of our biggest connections.

Well, you could say that him not being "able" to come into the store for 32-40 hours a week isn't a big deal but for Mike it is a major problem. He feels that he is being told that he doesn't have the right to do something that is natural for him. He's started writing his own rant on his blog and I'll let you know when he posts it. Mike is livid. I don't think I've ever seen him this angry about something. He has a sense of righteous indignation about him because he sees his rights as being violated. And they are.

This has got to be one of the dumbest arguments ever. I could see his "visits" being a problem if he was just coming in to hang out while I'm there and distracting me from working. Cause yeah, he's really doing that. It's why I have the highest numbers in the store in all area but one (overall total sales amount -- it's the only area Jess is beating me). Cause he's such a distraction. (snort) Oh, and I forgot, he's there because he doesn't have a life and job and that keeps him out of town 75% of his workdays. Give me a freaking break. He doesn't distract or disturb anyone. Not even Jessica. . .well, mostly because she ignores him even when he has questions about stock and ordering or when he's ready to ring out. Oh, oh, and let's not forget how many people he's unofficially helped over in the manga section because he gets babbling with them about stuff. We have a new regular because of Mike (and because Jon and I have continued helping the guy get the books he wants). Heck, we have a new regular because of our combined efforts from a convention we worked on together for another store.

So, yeah, let's keep him from coming in whenever he pleases. Cause that's the way to keep people happy. I'm so stressed right now from this that I'm having some health problems. I so don't need this bullshit. At least I'm losing some more weight. Maybe I should start a new diet plan -- Boss Bullshit Diet -- You eat so much crap at work that you can't possibly hold down real food at home. Yum.

A Long Time Ago. . .

Yeah, that's about right for how long it has been since I've written. This past semester was just way too stressful for words. Just had no energy to sit at the computer and write. Kept some handwritten journal entries but that was about it. So, I will go back this week and catch you all up on what has been happening. I have to work all weekend or I would do it now. And I'll send an email so you know when I have managed the first entry. Sheesh.

Hope you're all well. Miss you.