Ever since I posted Seth Godin’s presentation on This Is Broken, I can’t stop looking at life through that filter.

Case in point:

My Verizon FIOS Internet connection went out yesterday, so my wife and I took turns with customer service to attempt a resolution.

Broken item #1:

The customer service rep tries to guide my wife through a hard reset of the FIOS box in the basement. Due to apparent communication problems, I step in.

The customer service rep asks me to plug in the battery with the black wire. Turns out she means to plug in the beige power cord that runs to the smaller of the two beige FIOS boxes – NOT the battery I’m holding in my hand (similar to a motorcycle battery) that has both black and red wires.

Her instructions are for a product that does not look like the one installed in my home.

Since I realize the communication problem before my customer service rep, I first make her aware that what I’m looking at does not fit the instructions she’s giving me and then describe what I’m looking at and interpret her directions in a way that fits.

Why is this broken?

Fix #1a: Verizon can have easily accessible reference photos of their products on file, with notes in each customer database.

Fix #1b: Digital reference photo can be taken at time of installation and kept in the customer database.

Broken item #2:

Since all efforts on our end do not restore Internet service, they will dispatch someone to our home.

I am told they will come by the next day, between 8am and 5pm.

8am to 5pm.

When I mention that I’d prefer to not wait at home all day, she offers a text message 30 minutes prior to arrival.

Not helpfully offered up front. Only once I point out the fact that I have a life.

And a text I get this morning, repeating the timeframe of all day and that I’ll get a text 30 minutes prior, tells me that I can get updates on the repair status…by going to their website.

So I’m to check online for updates on the status of not having an Internet connection.

Why is this broken?

Fix #2a: Verizon can collect all their data on how repair calls usually go and offer the best, realistic customer service before the customer has to ask for it. If you have a better customer service solution that you are not offering your customer, you are making a huge mistake.

Fix #2b: Don’t make assumptions. Find out if customers can access the Internet by other methods (such as by iPhone – I love mine!) and, if so, provide access to FAQs, updates, service call order lists, etc.

Fix #2c: Create an automated service call system that calls available numbers (cell, additional lines, etc) to update service times and status.

So now I wait.

If either of the two Starbucks near my house had free Internet that’s where I’d be. (Yep, snuck in another service issue!) Instead I’m at Caribou Coffee with my laptop, drinking my triple Americano, waiting for my text message.

One positive outcome: I do love when blog entries create themselves.

I’m also thinking of how I can better serve my clients and remove any points of friction, to fix any aspects of my coaching business that may be broken.

Ah, Seth, what a blessing and curse awareness can be!

If you’d like to experience the pain of enlightenment, you can read Seth’s blog here.