Last July cycling in north Georgia I came across a kitten on Damascus Church Rd. My friend Wendy who saves animals from cats to turtles and many species in between stopped to check him out. I figured it was a wild feral cat who would run away. Instead he was a super friendly kitten and we picked him up to take care of him until we could find a good home. Since Wendy already had 2 rescued cats he wound up at my house. By the time I'd had him checked out at my vet's we had bonded. I named him "Damascus" because of where we found him, and because it coincided with what I'd sometimes call him (that damn cat) as he became a household member.
There's no such thing as a free kitten. I spent about $500 neutering vaccinating and dealing with several minor health problems that cats in the wild usually have. But compared to other cats I've had or encountered Damascus was truly special. He would almost always come when called, he loved attention and if my dog Greta or I didn't give him enough he would quickly remind us of our responsibility. Greta for the most part tolerated Damascus but I could tell she kinda liked having a companion in the house while I was gone.
Damascus had no fear of anything and everyone and every animal was a friend. I think that lead to his demise. Last Thursday morning he went outside. When I took Greta out later there was no sign of him which was unusual. I started looking and found him curled up under his favorite bush. He looked OK but didn't get up when I called him to me. I picked him up and as I went up the stairs I found a wound on his right hindquarter. It was pretty obvious he had been attacked and couldn't move his rear legs. He didn't seem too distressed and purred constantly just like he normally would when I engaged him. The vet wouldn't open for an hour so I made him comfortable in Greta's cage. I looked around outside for any animal or evidence of what happened--I looked at my neighbor's Rottweiler a few doors away--he was on his normal chain but I wondered if he'd gotten loose for a while.
Once at the vet's the news was pretty bad. The vet was more worried about his inability to move his hind legs than the wounds. They discovered Damascus had a heart murmur (new news) and thought perhaps something had broken loose and moved into a position where it temporarily paralyzed his back legs and that he was attacked while in that condition. They suggested an xray and further exams so I left him there while they continued to check him out. By now I had a gut feeling this was not going to be a good day.
When I returned the vet confirmed the xray revealed a compressed fracture in his lower back. They could attempt corrective surgery but the prognosois was grim and the cost prohibitive. The vet totally supported my decision to put him down. They asked if I wanted to be present but I have never been able to be there whenever one of my pets have to be put to sleep. I did ask for a chance to say "goodbye".
They brought Damascus into the exam room wrapped in a blanket and left us alone. He was still purring like everything was OK. I hugged him and said "I'm sorry buddy. I wanted to spend the next 10--15 years with you. I let you down by not protecting you. I am so sorry!" I cried, and left him there on the table still purring.
Now almost a week has passed. Many emotions still run through my mind. I rescued him from a certain early grave only to have him caught in some jaw of death 7 months later. I feel blessed that he crossed my path, but guilty that I let him out one morning to step into harm's way.
Damascus, I miss you! You damn cat.
Wednesday, February 27, 2008
Friday, February 08, 2008
Customer Service
This afternoon I was involved in 2 incidents that remind me how important customer service can be.
In the first incident I was the one providing service; here's how it went. 5 minutes after my office closed the phone rang and I answered it. A mortgage broker needed information updated on our client's insurance. No big deal except this was the 4th time this jerk had asked me for a change which on every prior request I sent to him the same day he requested it. Twice he'd "lost" the fax, once we had to change the effective date, and now we're changing mortgage companies. I processed the change and faxed it in 5 minutes. Then he calls back and asks me to email it since his frigging fax machine isn't working. I did it and finally left the office about 4:45. Now bear in mind this is a transaction that doesn't generate any revenue for my agency, but it's the kind of service we provide routinely. Hopefully he won't call on Monday with another request cause he'll be pretty low on my priority list.
I then stopped at Pier One to look at furniture for my covered patio. Since I'd been there before I went directly to the items I was interested in buying: a wicker chair, some pillows, matching table, and an outdoor lamp. Probably about $300. I spent 15 minutes sitting in various chairs, looking at pillow and lamp combinations. No one said a word to me. Finally I asked an associate a question about whether the lampshade could live on a covered patio. He looked at it, looked the item up, and then told me he wasn't sure. I then asked him about the pillows--I wondered if they had a different color that was an "outside" pillow. Again he was kinda clueless even when I asked if other locations might have colors I was looking for. I even offered to leave him my card so he could research, and he said "well all the stores pretty much have the same things and we get new stuff constantly." Something about that response doesn't make sense. I immediately decided that even though I'm really interested in the items, I ain't about to buy them from him.
I make my living selling insurance. It's an intangible service that most buyers don't enjoy shopping for, think it's too expensive, don't understand how it works if they have a claim, and feel the insurance company is out to shaft them. I've had some people walk over a few dollar's difference in price, and I've had client's stay where my price is much higher. What's the difference: some folks don't appreciate customer service--fortunately many folks do and that's how I survive.
In the first incident I was the one providing service; here's how it went. 5 minutes after my office closed the phone rang and I answered it. A mortgage broker needed information updated on our client's insurance. No big deal except this was the 4th time this jerk had asked me for a change which on every prior request I sent to him the same day he requested it. Twice he'd "lost" the fax, once we had to change the effective date, and now we're changing mortgage companies. I processed the change and faxed it in 5 minutes. Then he calls back and asks me to email it since his frigging fax machine isn't working. I did it and finally left the office about 4:45. Now bear in mind this is a transaction that doesn't generate any revenue for my agency, but it's the kind of service we provide routinely. Hopefully he won't call on Monday with another request cause he'll be pretty low on my priority list.
I then stopped at Pier One to look at furniture for my covered patio. Since I'd been there before I went directly to the items I was interested in buying: a wicker chair, some pillows, matching table, and an outdoor lamp. Probably about $300. I spent 15 minutes sitting in various chairs, looking at pillow and lamp combinations. No one said a word to me. Finally I asked an associate a question about whether the lampshade could live on a covered patio. He looked at it, looked the item up, and then told me he wasn't sure. I then asked him about the pillows--I wondered if they had a different color that was an "outside" pillow. Again he was kinda clueless even when I asked if other locations might have colors I was looking for. I even offered to leave him my card so he could research, and he said "well all the stores pretty much have the same things and we get new stuff constantly." Something about that response doesn't make sense. I immediately decided that even though I'm really interested in the items, I ain't about to buy them from him.
I make my living selling insurance. It's an intangible service that most buyers don't enjoy shopping for, think it's too expensive, don't understand how it works if they have a claim, and feel the insurance company is out to shaft them. I've had some people walk over a few dollar's difference in price, and I've had client's stay where my price is much higher. What's the difference: some folks don't appreciate customer service--fortunately many folks do and that's how I survive.
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