How to Get Your Way with Customer Service


As anyone who has worked in the service industry will tell you, you aren’t going to get anywhere by being mean to your sales person/bartender/customer service/airline representative. There are things they can do to help you – when they’re on your side – but when you turn them against you, consider your ship sunk. Nothing will make them get the kitchen to rush your food, or shift things around to fit you on that flight. Even though any good customer service representative will tell you they are doing everything in their power, if you yelled at them, they’re probably not.

With this as my rule of thumb, I’ve managed to get my food and get out the door when the kitchen is slammed, return pairs of boots that are over a year old, and get upgraded to first class on “sold-out” flights. Here’s how.

Use a friendly tone. If you’re really pissed, they will hear it in your voice, even on the phone. Take a few deep breathes, force a smile on your face, and then talk.

Be on the same team. Start by empathizing with the person who needs to help you. If bad weather threw your travel plans off course, I lead in with, “I know you’ve had a million people calling you, trying to change their flights.”

Make your case. Have a logical reason why you need the change you’re asking for. Will your friend be stranded at your destination because the rental car is in your name? Are you going to miss the wedding if you don’t get there sooner? Customer service representatives are people too. Try to pull on their heart strings a little bit.

But keep it short. They don’t need a 20 minute sob story. Summarize your spiel in a couple sentences.

Come with a plan. If you’re looking to be rebooked on a flight, research the options that are available online. Give them the flight number you want. Tell them you see that seats are available online. Ask them to give you one of those. If you’re trying to make a long-shot return, make sure you have your receipt ready, and the item you’d like for an exchange in hand. If you give them a solution, they’re much more likely to just go ahead and use it to get you out of their hair.

Be persistent. Offer to fly into or out of a different airport. In bigger cities, there are often options in another close location. Ask the same question, multiple times. If they say, “I can’t upgrade you to first class.” You say, “Other airlines have done this for me in the same situation.” If they say, “There is no connecting flight.” You say, “Can you look into other options out of that city on your partner airlines?” If they say, “There are no flights.” Hang up, call back, and try again. Sometimes just getting a new, more empathetic person will be enough to get your way.

Use a little humor. Joke that your friends are so hangry you’re worried for your safety. People are more willing to help you when you make them laugh.

Say thank you. Say it early, and often. Tell them you really appreciate them trying. You’re thankful they’re investigating other options. They are making your life by helping you out. If you’re already expressing gratitude before the job is done, they feel more obligated to give you a good outcome.

Say it again. Then, when they’ve finally caved and given you your way, thank them again and get outta there fast before they can change their minds!

Image by Petras Gagilas.

Animal Friends

It’s always said that dogs are man’s best friend. And while I whole-heartedly agree, this week, it seems that they are all-species’ best friend. First I came across Pumpkin the raccoon. Her owners found her as a little baby when she fell out of a tree. They kept her alive, and she bonded with their two rescue dogs. Now she thinks she’s part of the family, just like the other Royal Bahamian Potcake pups.


Then, I see Kumbali, the baby cheetah becoming new BFFL with Kago. Apparently large cats in captivity have problems with anxiety, and a little dog friend can help calm them down.

It’s just too much cute to handle!



Here’s what I’ve been reading on the internet lately.

My immediate post-college career would have been so much easier if this existed already. I wish every office had them.

YES to Elizabeth Warren. “Fifty years later, violence against African Americans has not disappeared.”

No wonder it feels like money goes so quickly round these parts. New York gets only $86.73 of $100.

If I was going to get a tattoo, it would be one of these gorgeous works of art.

Illustrations of celebrities and their younger selves, side-by-side.

This app would really cut down on the amount of pepper spray we might need to buy.

Turns out, the internet doesn’t make us isolated and lonely. Hooray!

How exercise makes us happier.

Finally! Thank you, Australia, for setting a good example.

My new hobby for when I retire.

4 Ways to Cheer Up when You’re Feeling Down


There are lots of lists on the internet about how to be happier. And when you’re stuck in a funk, they can seem like a load of crap. But these four rituals from Time are backed by neuroscience (read: people who study your brain have shown they help). Next time you’re feeling blue, pull out these tricks, and try them for yourself. The worst that can happen is you’ll still be in a bad mood at the end, right?

  1. What are you grateful for? It can be hard to break the cycle of negative thoughts because guilt, shame, and worry activate the reward center. But when you think about things you’re thankful to have in your life (even if it’s the last thing you want to do), it releases serotonin in the same way. Even trying to find something you appreciate can help, for those times you can’t land on an answer.
  2. What exactly are you feeling? Giving your generalized yuck a name can reduce the emotion’s impact on your mood. Are you sad? Or anxious? Thinking about how you are feeling, instead of ignoring it and pretending everything is fine, reduces the intensity of the emotion you’re experiencing, so you feel less sad, less anxious once you’ve given it a label.
  3. Just decide already. Even making the good-enough choice instead of the best possible one in the world stops your brain from spinning like a top and gives you a little peace. Actively choosing to do something, to take action towards a goal also boosts your serotonin.
  4. Reach out and touch somebody. When you don’t feel love and acceptance from the people around you, it can by physically painful. The easiest way to feel connected to your fellow humans is a pat on the back, a handshake, or a hug – physical contact. Human touch makes you more persuasive, improves team performance, improves flirting (and math skills!), and reduces pain. Don’t have anyone to hug? A massage will do. Can’t afford that? Call someone and talk – it makes your body feel better in a way that texting just can’t do.

Still glum and gloomy? Check out The Upward Spiral, by Alex Korb, Ph.D., the man whose research is behind the original article.

Image by 8 Kome.

A Tiny Fitness Giraffe


It’s pretty well agreed upon that exercise boosts your mood. It releases dopamine, and helps you sleep better which all equals feeling better. And who can look at a cute animal without feeling happier, amirite? They even make you more productive at work.

Now a fitness app combines your need for movement with your love of adorable stuff in one happiness generating exercise package called Tep. When you download the app, you’re given a darling (digital) pet giraffe you need to feed and care for – think the Tamagotchi pets of the 90’s. But here’s the catch. In order to earn essentials like food and drink for your little guy, and less essential decorations like hats and footwear (!!!), you’ve got to get moving.

Walking, running, and biking all snag you points you can use to keep the little buddy alive. So next time you think about skipping your workout for some quality Netflix time with your couch, you don’t need to rely on will power alone. If you don’t, your happiness, and your tiny giraffe that’s depending on you will croak.

5 Ways Being Selfish is Actually a Good Thing


In our society (or at least NYC), many people pride themselves on how busy they are. It’s considered a badge of honor to have And, I am 1000% guilty of overscheduling myself (even if it’s all with really fun things). The modern lady has work happy hours, ALL the wedding events, social time with friends, and – if that’s the life path she’s chosen, a spouse and kids to fit into the mix. All those responsibilities suck up the precious free time left after work, and can often lead to putting your own needs on the back burner while you run around catering to other people’s – even if you truly enjoy everything you’re doing.

We can all remember a time when we RSVP’d yes to an engagement when we were dead tired and broke just because we love our bestie. Or even when we had managed a few quiet moments to ourselves, FOMO struck and we got up and off the couch.

I came across this post on Mind Body Green explaining why putting yourself first is not only important – but crucial! – to happiness, and I think they’re onto something. Take back some time for yourself, and turn that FOMO into JOMO with these five steps.

  1. Pamper Yourself: Think about it, would you rather give someone you care about a worn-down, tired version of yourself, or the you who has blocked out time to take a nap and go to the gym?
  2. Don’t Volunteer: In other words, wait for someone to ask for your help before throwing yourself into action. Then actually think about it. Do you really have the time, energy and resources? If not, is there some other help you can recommend, and still feel like a good friend?
  3. Take a Time Out: Of course we can all push through a cold, or mild sickness if we’re not on our deathbeds, but should we? Taking a well-timed day off can make you feel better, and act happier, which will have a positive influence on everyone around you.
  4. Do What You Love: Don’t let your schedule be so driving it’s soul sucking. Don’t get stuck in a position you hate. Keep moving towards the things you like.
  5. Work as a Team: Instead of trying to do it all yourself, work with all those great people you’ve surrounded yourself with. Remember that it’s ok, and often beneficial for the project if you have more intelligent minds working on it.

What do you do to make time for yourself when you’re in over your head?

Image by Roman Pfeiffer.

Do You Act Your Age?

*Originally posted as In Which Everyone Realizes I’m Actually 50 or 80 as the case may be

Ever since I was a child, people have remarked about how I never really act my current age. My mother said I was born a little adult, and the librarian backed her up by calling to report that the fiction I chose was not age-appropriate. Growing up, my sister used to say I had the habits of a middle-aged man. Fast forward to now, when my friends regularly proclaim there must an old woman trapped in my young(ish) adult body. Then I read this post on Yes and Yes, and it got me thinking about what exactly I do to give everyone this impression. So I decided to make my own list, a condensed story of my life, where I tend toward a senior citizen. Here are some of things I love that are not age appropriate.


I like to eat them, and I like to make them, and not just at holidays like Thanksgiving. Hot melty bowls of veggies and meat usually covered in mayonnaise and cheese with a delicious crunchy topping? Sign me up.

Crossword Puzzles

They’re the only reason I ever take the AM New York from those pesky subway workers, or buy Star magazine.  Actually, let’s just make that puzzles , in general. I love putting them together, especially if they are covered in glitter feature cute animals.

Scratch Off Lottery Tickets

Though I have to go into the sketchy bodegas that usually feature pet cats roaming around, and degenerate gamblers playing strings of numbers, every now and then, I need to satisfy my itch for a Cashword or Win for Life. Hey guys, if you don’t buy the ticket, you can’t ever win.

Clogs and Nightgowns

I own them and wear them, even though I’m pretty sure they are only made for the Swedes and people living in retirement homes.


I find it relaxing to make scarves and hats while watching TV. Maybe its my short attention span that requires me to do multiple things at once for entertainment. Or maybe I am just secretly an old woman on the inside.

USA Network

You know those shows that only your parents watch during the summer? Like Royal Pains, and Suits, and that one your mother can’t stop talking about how handsome the lead guy is, White Collar? They’re my favorite shows too.

Bonnie Rait, James Taylor and Aretha Franklin

It’s not the classic music that is SO HIP to listen to, or scores you points with the hippies at music festivals. It will, however, let you bond with your boss. These guys feature heavily into my iPod playlists, and I may or may not own their Christmas albums.

I Speak in Proverbs

If you’re spent time with me, you’re probably so used to me using expressions like, “That’s handy!” or, “Under mackerel sky, they ground’s never dry” that you don’t even notice them anymore. At least that’s what I tell myself when I let a, “Go to town!” slip out in the workplace when a coworker asks to do something. Or when I find myself clucking my tongue and thinking, “Willful waste makes for woeful want” when I see someone throwing out food. My strange little expressions picked up over the years from my great-grandma, aunts and uncles, and country childhood go unnoticed to most, right? Right.

Punch and a Cheeseball are Book Club Refreshments

This one’s two-fold. I have a book club. When I used to host it at my apartment, a typical snack was a big bowl of punch (alcoholic of course), and a cheese ball or dip. Sound like something you’d see at Aunt Gertrude’s holiday party? Also for book club I have been known to suggest a Nicholas Sparks book, and secretly read a Norah Roberts novel in between selections here and there.

I don’t know why I like all of these older-lady things. Maybe it’s because of all the time I spend at my grandparent’s house growing up (Hi Gram!), or maybe I was destined to be age inappropriate from birth.

Anything I forgot to include friends? What do you like that’s not typical for your age?