If it’s not their fault, don’t blame them.
Let me explain.
Often times in life things go wrong, probably far more often than any of us would like. When things go wrong everyone reacts in their own individual way. Depending on how big the “thing” is that is going wrong dictates how we attempt to rectify the situation.
When I was in high school things would go wrong and because I didn’t know how to handle things yet, I always went straight to my dad. I went to my dad when my brand new iPod stopped working, I went to my dad when my debit card got declined even though I had sufficient funds, I went to my dad when I got sent to collections for a gym membership I had cancelled, etc. And during these conflicts, when all these things were going wrong, I watched my dad handle the situations with the attitude of if it’s not their fault, don’t blame them.
What this means is, the person you’re calling and speaking to, maybe it’s a Comcast representative or an AT&T representative – the issue you’re experiencing is probably not directly their fault. Sure, when AT&T added insurance to the wrong phone on my plan and then that phone broke and I couldn’t get a replacement it was most definitely AT&Ts fault. However, when I called support the nice guy that answered my call, it wasn’t his fault. See what I’m saying?
Watching my dad deal with Comcast and the gym that sent me to collections and Apple when my brand new iPod broke I learned the most valuable piece of wisdom, and I carry it with me to this day. It’s a bit like the saying “kill them with kindness”, don’t blame people for something they didn’t do and they’re far, far more likely to help you.
Start your conversation with a service representative like this: “Hi so-and-so, I am calling because xyz was messed up on my bill and it’s really important to me that this get rectified sooner rather than later. I realize that this isn’t you’re fault so I hope I don’t sound like I’m blaming you, I’m just hoping you can help to resolve this situation.”
And boom, you’d be amazed. Suddenly that person who has probably been yelled at and criticized all day long by people calling to complain about their bill feels a weight lifted because you’re treating them with kindness and respect. I promise you, they are more willing to go above and beyond to help you if you are nice. If it’s not their fault, don’t blame them.