Communication Lesson from the Better Business Bureau
This morning, I received a concerning phone call. It was left on my voicemail by a middle-aged woman with a cold, matter-of-fact, stoic voice. The message went as follows:
“Yes. This is the Better Business Bureau (BBB). My name is Michelle Roberts (name changed). This message is for the owner of the company. Please return my call at 888-123-4567 ext. 891 (Don’t try this number. I changed it also.) I will be in my office until 5 pm.” Followed by an abrupt hang-up.
Immediately, my mind started racing. Did someone lodge a complaint against one of the companies I lead? How am I going to overcome being listed as a company that receives complaints? Maybe the BBB just wants me to join as a member? But why didn’t they come right out and say this?
Begrudgingly and a bit fearful, I dialed the number and entered the extension. My call went straight to voicemail. “You have reached Michelle Roberts with the Business Relations Department. Please leave your name, number, and the name of your business at the beep.” Once again Michelle’s message sounded more like a parole officer than a saleslady. By now, I was sure my fears were confirmed. This was not going to be pretty. I left my information with a humbled and somewhat sheepish voice.
About 30 minutes later, my phone rang. The caller id confirmed my suspicion. It was Michelle. “This is Jonathan Moreno,” I answered.
“Mr. Moreno. Are you the owner or an officer of the company?”
“Well, yes I am the officer of several companies. Which company are you referring?”
She named one of my companies and continued, “As you may be aware. The Better Business Bureau receives millions of inquiries and complaints against companies each year. We moderate disputes and only give our accredited status to companies without complaints. We would like to invite your company to be an accredited member since there have been no complaints against your company.”
After sighing relief I said, “You should have told me on your message that this is what you wanted. I’ve been concerned for over an hour that there was a problem you would be confronting me with.”
“Oh no. I’m so sorry,” She replied.
So the bottom line is ….my imagination went wild. It immediately went to a worst case, defensive place. Human nature… isn’t it? I should have balanced my expectations. The BBB could have been more friendly and communicated better. Isn’t this true of how we communicate with and process interactions with other cultures? Where is there room for improvement in your life? In your processing of what others are saying? or your communication with others?