A moment of Empathy and a Lifetime of anger

It was in April of 2019 when my brother called with the news.

My father passed away.

I knew he was sick.

I chose not to reach out.

It had been years since we spoke.

I would turn 50 later that year.

That equated to about 45 years of anger.

During the two-plus hour drive with my brother, I counted.

9 times.

Since I was a child, I only saw or interacted with him 9 times.

That’s it. 9 times.

During that drive, my mind wandered to me as a child, angry, sad, and feeling less than.

How could I feel to much for someone that was essentially a stranger?

The closer we got, the more these emotions rose to the surface.

We found the apartment.

Small. Crowded. Cluttered. Messy.

Filled with medical supplies.

Two pages of medicine.

PTSD. Anxiety. Depression.

A hard life, especially at the end.

A story told through mountains of paperwork.

A high school car accident that killed his mom (he was driving).

An alcoholic father that never let him forget what he did.

A sniper in an unpopular war.

A divorce (one of many).

A lifetime of struggles.

A lifetime of untreated illness from childhood and military emotional scars.

A few photos.

A smile I had never seen.

A young child before it all happened.

A face before all the pain.

I went though a program after that time in the apartment where you look at a picture of yourself as a child and visualize that being, and it’s true essence. During that program, I got to sit down with my earlier self, and just sort of hang out, connect, and reconcile with that earlier version of myself.

This part of that program was about empathy, but instead of starting with others we start with ourselves. Reconciliation from within first.

I got to meet and connect with the version of me before all of my own emotional scars.

A few years later I found a song.

I hope you know
You don’t have to say you’re sorry
You don’t have to live with the heartache you keep
‘Cause I don’t need no apologies
No apologies

Papa Roach

Then I found the meaning behind the song.

I found the pictures again.

I saw that small boy, before everything else happened.

Empathy washed over me.

Life is hard, and his was especially hard.

Empathy started melting away all those years of anger.

As I write this, I began to visualize something new.

The two of us as kids.

Hanging out.

Smiling.

My younger self looking at him and saying those words.

I forgive you.

‘Cause I don’t need no apologies.

The “I Totally Get It” Crew

wm-backWe need them.

The people who understand us.

The small band of close ones who display the right combination of empathy and compassion.

You are insecure, neurotic, scared, and full of doubts about something.

You hesitate to share this with anyone.

It is your secret in the dark.

You take a risk and start to explain.

To shed light.

Your words come slowly, pausing about to stop at any moment.

Your Narrator makes you regret that you began.

Your story flows, your doubts grow.

They nod.

They listen.

Some have even been down the same road.

They share as well.

You thought you were alone.

They are on a journey too.

Simple words.

“I Totally Get It.”

That is the crew we all need.

5 Customer Service Skills

Customer Service is on my mind. The recent interactions with companies combined with updating my own presentation to prepare for a few upcoming sessions may be the root cause, but it is there.

While in the middle of updating some materials, an email arrived. It asked a simple question.

“What are the top 5 Customer Service Skills from your perspective?”

I let that email sit for about a week while I pondered my response.

Below is my list.

1. Empathy – the ability to see our customer’s world, their challenges, their struggles even when they seem to do something that we do not understand or agree with.

2. Follow Through – essentially being able to bring about a solution without stopping along the way and learning to either “Ask or Act” if we get stuck.

3. Respect – to treat customers as if we are trying to earn their trust, loyalty, and partnership each day, everyday.

4. Ability to Listen – to hear what is really happening, and not just assume what is being requested or needed.

5. Flexibility & Empowerment – to have enough margin and competence within your sphere of influence to solve what can be solved if possible.

Now a question for you.

“What are the top 5 Customer Service Skills from your perspective?”

We all look forward to your list.