I really try not to use my blog to air my personal gripes … I can’t remember the last time, if ever, that I have … So forgive me for this one …

I’ve had the same living room furniture since like 2002. I decided it was time to upgrade! So I headed off to a local furniture store to pick out a new set. Delivery was scheduled for about a week later so I could setup junk pickup of my old stuff in the meanwhile.

On delivery day, they couldn’t get the furniture into my house, which was hard to believe because we’d measured twice to be sure. The delivery team really didn’t propose any alternatives except sending everything back … And then we sent it back. And then I had to go back to the store, which is 35 minutes away, to pick out something else. And then, due to issues with their computers, it took a week to clear the old furniture and schedule the new. And then, on delivery day 2, no one called or showed up. And then I called to learn the delivery had been cancelled. And then the store blamed me for the cancellation error. And then the person on the phone got rude. And then I put a cape on — and I got SUPER rude!

Don’t judge me. I’m only human.

So as I write this post, my living room still has no furniture in it. And I’m waiting to see if and how the store is able to turn this around. Because, as pissed off as I am, I really don’t want to go thru the hassle of starting this whole process over again and being without furniture in the meanwhile.

I’m hoping to turn this from an “and then” to a “but then” situation.

Another “And Then” would be just one more negative tale, one more bad experience added on top of the already really poor experiences I’ve had. Another “and then” would prove the company doesn’t care, leaving me no choice but to go elsewhere … However, a “But Then” would be a different, better experience to stop the craziness and end the story on a positive, mutually-satisfying note.

What does a “but then” look like? Hmm … But then the manager got a UHaul truck and delivered the furniture himself. But then the manager offered to expedite my delivery and refund my delivery fees. But then the manager waived my first 3 months of payments. But then the manager gave me an extra lamp and end table. But then the manager took 20% off the price … But then someone stepped in and made it right, once and for all!

In my fury over all these mishaps and mishandlings, it dawned on me that this is what our employees are feeling when they have issues in our workplaces. They start work in our organizations with excitement and good intentions … And then something inevitably goes wrong … And then someone tries to fix it but doesn’t really … And then something goes wrong again … And then they bring the issues to HR … And then they wait to see what we’ll do with it, to see how and if we will make it right and fix it once and for all. Because, as pissed off as they are, they don’t want to hassle of searching for a new job or separation litigation.

So what are we gonna do, HR? Another “and then” — or a “but then.”

The choice is yours.