Samuel came down with flu. Could be even viral, I’m not certain but he threw out and is in another of his breathless asthmatic moment. Even after the meds and inhaler, he was still wheezy. I wanted him to rest early, hoping he would be better next day.
Off he went to wash up but end up getting locked from inside the bathroom. And this is one of those locks which cannot be accessed from outside. I was in the master room when I heard my mum yelling for help. Obviously she was panicky. She tried to unscrew the knob and was tugging and pulling at the door. It didn’t help because Samuel got even more freaked out in the bathroom.
Suddenly I thought about Yoga and positive customer experience. Yes, weird I know. Using my most soothing voice, I asked him to calm down and take a deep breath through the nose while exhaling through the mouth with a loud ‘aaahh’. (what I learnt at Yoga). Five breathing exercises later, I asked him if he could try to turn the knob to the left to open the door. He struggled and then told me he is not sure which is left. We breathed in and exhale together again. Then I asked him if he remember which hand he used for writing. (He is a leftie.) He tried and I pulled the door as he turned and the door opens. A teary Samuel stood there.
The funny thing is the same thing happens to me earlier the week. (See where the genes are inherited from?) After a crazy day of back-to-back meetings, I returned to my desk and suddenly blank out, forgetting my computer password. A few attempts later, I got locked out. It was after office hours and the IT guy has left for the day. Needless to say, I was in frenzy. I thought about what I could do without my work computer for next few hours and even the next day. Fortunately, the HP Helpdesk came to my rescue. Using a script (obvious because he was monotone), he told me he is there to help and will be there to unlock me if I can give it a few attempts to try to recall my password. Each time I got the password wrong, he responded with “Mdm, I am with you and I am here to help. I know you feel terrible now but I want you to know you need not worry, we will get into your computer soon together.” Magically, the password came to me after 3 attempts and I got it. That is how important a positive customer experience is be it in work or life. 😉