OmniPods in the Freezer

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OmniPods in the freezer

I will never again try not to be angry when my phone or computer give me little hassles.

I experienced my first PDM error with my OmniPod system. I kind of freaked out, but I followed the instructions to call Insulet customer support. The woman I spoke to was very friendly and walked me through the process of resetting my PDM. Even though the error screen told me to remove my current pod, I left it on to keep getting my basal until the situation was fixed. The whole reset and following pod change only took about 15-20 minutes, but it felt like a life time.

Am I going to have to inject the rest of today? I thought as I listened to Insulet’s automated menu. What if they have to send me a new PDM? I’d have to take Lantus, wouldn’t I?

A simple reset solved the problem and was less complicated than resetting my old car’s cranky stereo. I’m receiving a new pod to replace the one I had to remove, which is great. But it doesn’t really make a difference to me, because my insurance completely covers the pods. What makes a difference is that the pod I removed was about 1.5 days old, and still read as having 50+ units of insulin in it. The most expensive part of my diabetes care is insulin.

I was inconvenienced by having to change my pod at work, but I have my own office with a door so I had the privacy to change it at my desk and didn’t have to retreat to the restroom. I worried that I might have lost my blood sugar history, but it was all intact and my bgs were behaving when it happened so, overall I came out unscathed. Sure it was annoying to have to calculate my lunch bolus, but I used to do all of that manually before the pump.

Then more than 24 hours later, the pod starts alarming in the middle of the night in the kitchen, Continue reading

It’s the Thought that Counts

I’ve got to admit that I’m sick of hearing the raging debate about whether you should say “Merry Christmas” or “Happy Holidays” to people. Yeah, yeah, yeah I know we don’t want to offend people, but either way people are going to be offended.

There’s really no way around it.

Our Christmas card from last year

Yes, I celebrate Christmas. And yes, to me it’s a religious holiday.

If someone says “happy holidays” to me, I’m not going to jump down their throats about a “secular greeting” or reply “Merry Christmas” to them. They expressed to me that they want me to have a happy holiday season… so I take that as an all-in-one greeting to cover:

– Thanksgiving (yes “happy holidays” greetings start in November)

– St. Nicholas Day

– Advent season

– Christmas

– New Year’s Day

(And any of the holidays within this time period that I celebrate. There are several holidays packed in the November-January time period!) Continue reading

I’m not a “miss”

I’ve been analyzing some of the things that bug me recently… so let’s chat about another one of my pet peeves.

I probably shouldn’t say this, but I tend to have a lot of trouble with waitresses (I’m being gender specific because I never have seems to have issues with waiters). Whether it’s having water spilled on me, getting judgmental looks for ordering “slim and fit” meals or being given a Diet Coke instead of Coke Zero, I often find myself not really liking our waitresses (specifically the ones close to my age).

We recently went out with Brad’s family for my brother-in-law’s birthday. Our waitress was great overall, very nice, helpful, timely and accurate. But one thing she did really got under my skin, she would always refer to me and my mother-in-law as “miss.” I realize that would be considered polite, but she didn’t call any of our men “sir” or “mister” or anything at all.

I always wear my wedding and engagement rings, as does my mother-in-law, so it was pretty obvious that neither of us are a “miss.”

This is where my preferences and the preferences of other millennial women diverge. Continue reading

Twitter as customer service

The customer has it figured out, but companies are neglecting it!

Twitter is like word-of-mouth advertising (one of the fastest growing areas of communication) but the kicker here is that companies can and should respond (to good and bad) tweets about them. And they aren’t.

Honestly, we vent on Twitter when we have a bad experience and it’s a golden and free opportunity to make things right for a customer. And the customer wants them to respond!

Based on this study by Maritz Research, only 1/3 of the people they surveyed who had tweeted a complaint received a response. 86% of those who didn’t receive a response wanted one.

As a customer, I would rather tweet at you than call customer service and get put on hold.

 

Say Thanks!

Thanksgiving is coming up and more and more things are happening that make me realize how important it is to say “Thank you.” Honestly, it’s two words that go a really, really long way with people.

I was knee deep in wedding thank you notes when I got really sick with DKA and was admitted to the hospital, then the whirlwind of our lives happened and the thank you notes (75% written) sat unsent and I felt like scum. Everyone had been so generous and so supportive of us, but they were still waiting on a thank you note. In this case, I figured that “better late than never” applied.

In our everyday lives, expressions of gratitude are extremely important. But looking on a larger scale, and into the communication industry, gratitude goes a super long way with customers, supporters and partners. Saying “thank you” is a big part of customer service (as are using other basic manners).

Non-profits are usually great examples of organizations who have saying thanks down to an art. Without generosity and support they can’t succeed and they frequently acknowledge that. An organization which I particularly close to that does a fantastic job of saying thank you is Humane Ohio. I interned for them when I was a junior at Mount Union. They take gratitude seriously with a section of their e-news dedicated to saying thanks and constant social media updates about how awesome their volunteers are and about organizations that partner with them for fund raising.

A picture straight from the Humane Ohio Facebook page

Continue reading