But, there are certain situations that are easily avoided through simple, clear communication. Two such examples from this past weekend.
A number of months ago, we signed up our son for the "Kidgits" program at the SmithHaven Mall. He's too young for most of the programs -- he's not really an "arts and crafts" kinda kid, at this time. But, one -- in particular -- struck us as a "must-do." Saturday, December 7, 8:30am-10am -- Breakfast with Santa.
So, I dutifully drove to the mall the day they opened registration; signed up my son. Then, despite the fact that we were exhausted (still getting over my PMP midterm class project, that sucked most of my energy), we got up on Saturday; dressed my son, and drove to the mall, all the while telling him that he would be able to see Santa.
We got to the mall around 8:40am (which we didn't think anything of -- most of the programs are more 'open-house' than anything). We quickly saw the inefficiency -- rather than having people there to check you in; you had to find your own name on the poorly written registration list (which took quite a long time); then, you got hit up for a $1 donation (more paperwork); and then, you went down to get the child's breakfast -- your choice of a sugary cereal; milk, juice and a donut. We finally got seated around 8:50am.
And, Santa was gone. I immediately suspected something was up; my wife chastised me for being too negative ("He probably had to run to the bathroom," she said.). Twenty minutes later, I retorted that was starting to seem improbable, unless he had a prostate issue. She went to inquire, and learned he was gone. So I went up.
I said, "My wife tells me Santa is gone?" The useless lead worker, Joanne, said, "Yes, he had to go to take pictures in the center." I pointed to the listing -- and asked, "Um ... did no one think that a pivotal part of 'Breakfast with Santa' was, Santa?" And she shrugged ... "Santa was here until 9am." I said that was certainly not true, and she relented that he had left at 8:50. So, he made two-thirds of the one-third of the time he going to be there (which was still vastly less than the 90 minutes any of us had thought).
I told the woman she could keep my kid's membership card. She smiled at me, way too pompously for my liking and said, "It's only $5 a year." I said -- the money isn't the issue. The whole way here, we told my son he'd be seeing Santa; now he's not here. If someone went out of their way to disappoint YOUR kid, would you take solace in the fact that you'd only spent $5 for the privilege?"
She asked, "What can I do to make this better?" I said, "Get Santa back here ...." No, that wasn't an option. So, I started to say -- "Perhaps you could, I dunno, *MENTION* that Santa will only be present until 8:50 -- that after that it's just "breakfast" (and, in fact, a nutritionally inferior breakfast to what my wife would've made him if we'd stayed home)." But, I didn't get all of that out -- instead, Joanne interrupted me to condescendingly sneer, "We have a thousand Kidgits members, there'll always be some that are impossible to please."
I then asked if she was interested in hearing my recommendation, since she'd interrupted me, or, if her request for how she could make things better was just a thinly veiled offer so she could continue to sit there and insult me?
Fortunately, my son is two, and the heartbreak was short-lived, and I didn't have to go into details about poor advertising, corporate greed and the inappropriateness of having non people-persons in customer service roles. But, it doesn't change the fact that a *simple* fix would have been to (1) list the times that Santa WOULD be at the "Breakfast with Santa" (as poorly named as that turned out to be) and/or (2) to speed up the check-in process; there's no reason to hold me up to request a $1 donation, so that Santa can be on his way before we even see him.
Yes, it's only $5; but in the future, that's going to be $5 in my pocket; and not in Kidgits'.
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Today was the Stony Brook Holiday Festival. And, I had great hopes for this, as well -- lots of events -- petting zoo, model train display, etc.
We went to the Winnie the Pooh play at St. Joseph's College earlier, and made our way up to Stony Brook by around 2:45pm, which seemed great, since everything was scheduled to end around 4pm. The operative word is "scheduled."
When we went to the "Inner Court," the Petting Zoo was GONE. When we made our way to the model train display, one had already been taken down and the other, larger one, was in the process of being dismantled. This is at 3:10.
Now, I have no real issue with the individuals -- although, really, show a little class; and don't start taking stuff apart while people are there. But, the organizers should be on top of this. Either *ask* the people, "how long do you want to be here?" or hold them to the times you've committed them to. No one should be seeing them pulling stuff apart an hour (or more!) before the scheduled event ends.
And, it's not as though the organizers are oblivious -- Santa was set up over by the Post Office, and he was scheduled to re-appear for the tree-lighting at 5:30. How do you ensure that happens?
It's really not that hard.
And, I think people can understand this a little more (especially since it's consistent with what's in the flyer). What's *not* in the flyer is the notice that (1) the Petting Zoo, scheduled for three hours, would barely last 90 minutes; and (2) the model train show, scheduled for four hours, would effectively be a show of watching the display being packed up.
Again - on both of these situations, I'm not suggesting that longer hours, etc. are needed. What I *am* saying is that clear communication needs to be the norm.
When I used to visit trade shows (as a magazine editor); there were occasions, during slower shows, when vendors would start packing up their booths earlier than the show end-time on the last day of the show. The organizers would come around and tell them to stop or don't bother signing up for next year. I'm starting to gain a far greater appreciation for that approach.
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