CroftCast Ep. # 86 Can You Hear Me?

Can You Hear Me?

Follow up on dictation and the quest to be a Podcast for the hearing impaired.

The many facets that lead to hearing loss.

Regardless of one’s physical impediments, we all have struggles and challenges that we face.

Keeping commitments and the importance of one’s word.

Effective communication and customer satisfaction. We can use this in our personal and professional lives.

Dictation (unedited - except name of company)

Welcome back to the graph cast graph cast episode 86 for real this time on the last recording I was I got got a track off wack whatever you want to call it out of wack of track probably probably closer to what it really is I said it was episode 84 I cut the audio out of that 'cause it was really 85 but for those of you falling along with the dictation If you're if you're wondering why they didn't match because I'm not editing any of the dictation however I will will take my liberties in uh in postproduction to make the necessary corrections for the audio side it's primarily an audio show we are we're we're doing something we're trying to we're trying to do better we're trying to be able to provide to an audience they may not be able to follow along now is it the best no um working looking at some other solutions but for right now we've got more text than we ever did before because there was really just some some kind of some notes that would put together go back listen to it make some notes make some edits and some of those things well all those things were searchable on the site and they kind of give you a general overview in the in the show notes now I would like to make one huge clarification Unless episode I'm pretty sure that I said you'll find the dictation in the show notes to clarify the dictation itself is not in the show notes that would get really really long what is Andy show nuts will be a link to the episode now I'm not exactly sure how it works on whatever app you're using to listen if you're going to the website you're going to be there anyway if you are listening on iTunes every episode on iTunes there's automatically a link directly to the to the website to that individual show where you would be able to read anything just in case there are any applications out there that do not do that I am also including a link directly to the show it will say click here for dictation notes or something along those lines that will take you to the website to the episode you can continue to listen in Whatever your favorite app is and then read along again I I I wish you would have thought about this uh along time ago just because I said I mean there there are so many different types of issues that in challenges that we all face and none of us know what the other people are facing hearing impaired and deafness obviously if if you're blind you can listen to the audio show however if you're deaf it may be difficult and there may be someone out there who's completely lost their hearing that you know if just point him over to um wander over to the to the website with the if there was something that you thought was valuable that you're like man I would love for I would love how trying to tell my my friend who's lost their hearing I mean it could be a number of reasons why I mean some people are born deaf um we have men and women have been fighting in a war for way too long and longer than any conflict that the United States has ever been in And I mean they've lost I mean it's obvious when you see somebody who's lost a leg whose loss in arm who's burned but what you what most people don't realize is one of the things that almost every service member faces or deals with regardless of the climbing place in which he or she was stationed we all have to fire weapons and those weapons are loud now I'm not saying don't fire the weapons by no means am I saying that proper hearing protection goes a long way sometimes things happen and you don't have time to put on or in Proper hearing protection construction workers people around heavy machinery I mean there are so many different areas where are it's one thing you you can't get back I mean yes OK it will not heal itself once his damage is damaged now there are there are hearing aids there Co clear implants there other things out there that can help us I mean You can get you if your vision is impaired we when I turned 40 my arm started getting shorter and shorter I couldn't put that book file far enough Joe had to get reading glasses didn't have to I just need to get him if I want to be able to read no my when I when I say that my hearing is impaired there's a certain There's a certain range where I can't hear you and I could be having a conversation face to face on the phone and I'm I'm probably gonna hear most or all of it but I know that there are people that are out there they're dealing with some of the issues that we've discussed on the show they would I mean you can try to explain it to him but unless you sit down and scribe the entire thing for them they wouldn't be able to read maybe their hearing is just a little bit damaged and they just need a little help reading along with these while they are not perfect by any means there's no punctuation um I add carriage returns in there from time to time just kind of break it up as we go through but it's better than nothing

and that's really yeah I mean We're all trying to get better in the more people that we can reach in the more people that we can tell about it or allow them to read what we're talking about the feedback that you give me the things that are on my mind just because someone has I don't wanna call it handicap um I don't really don't really care for the word but if there's an impediment to someone's ability that they have no control over why don't we give them another means or an opportunity to help overcome that obstacle so it's and so it's a whole it's this is no different then then the mental health issue this is just because there are people with mental health issues that could have hearing issues and what again whatever impediment it is the more ways that we can get the word out there visually phonetic Lee I think the better off will all be or could be again choices we all have to make we're all responsible for our own choices but again it if I can help one person Then I anyway

one of the things that I that I noticed um and just in in watching and I've tried different programs told you I was using word I tried the Google docs did some research trying to find something that would include the punctuation include the ums and whatever sounds the laughters those things because I mean Part part of the emotion and we've talked about this before the big kahuna and I talked about it when when you send a text message there's no emotion in there unless you put LOL you know then don't know how he was joking just reading these transcripts oh it's better than nothing it's sometimes the transcripts are kind of funny on the last episode i said welcome to the craft cast and it said it wrote down at a craft gas so that tells me that i need to work

Check your backup OK it said check your back up I said fire to sucker back up again the I the only choice I had was well I mean there are a number of languages but there was no dialect within the English United States so it picks up whatever it thinks I'm saying right wrong or indifferent and those things those things can be kind of funny just goes if you're following along at home kids Yep may or may not been what I said just like auto correct I've had an appointment scheduled I had an appointment scheduled for today for about a week or so the bug guy um let's see if it writes that one down Yeah it actually got bugged OK because for some reason on my phone every time I type the word bug BUG I watched the letters appear I see the you show up on the screens not like I'm hitting the wrong letter that happens from time to time but every time I would type bug auto correct thanks Siri thanks Steve Jobs are up eat buddy really went to **** after that and it probably didn't write again it didn't write the word **** so everything every time you see the four Asterix some 4 letter word anyway the every time I would say how you got the bug guy coming tomorrow hey what you got going on tomorrow like hey will you be able to run the meeting hey will you be able to whatever it was was like yeah it's it's every time it would change the word bug too big I don't get it I know moving past that now moving past the correction of the words and back to the actual appointment I'm going to I'm gonna play something for you here this was the confirmation so we have to let this dial in let's see if it let's see if it goes so this is what I receive

hello this is ****** pest control giving you a friendly reminder we have a service appointment or is there for you Tuesday August 11th between 12:00 PM and 4:00 PM for your property located at

OK now if you can go back and you can listen to that we have an appointment scheduled for you between the hours of now in my mind and this is just me that means they're going to get here and leave your appointment is between Not the technician will arrive between No one could argue well John You been to the doctor you've been to the dentist you've been to the whatever it is your appointment is scheduled for you know there's a duration associated with that because you're appointment is your arrival time you need to arrive there an the appointment should start taking place on or around that time but when you I don't know I really kind of kind of ticked me off because today I I I kind of cleared out my my schedule 'cause I knew every time the bug guy shows up then the dogs go nuts while he's treating the yard the dogs are in the house they see him goodbye they don't see him as often as as the guys that that mow the lawn But or then like when he's outside there inside there inside he's inside their outside then they can they can see him there's still not happy about it and it's generally a different dude every time so no it's a new meet and greet every time and they're not really super excited about it so I kind of cleared out my schedule from meetings I blocked off some time 'cause I had some things I need to work on not meetings because if you meet then it's you can't function and work at the same time and do something else we've talked about multitasking if you're doing more than one thing you're not doing either one well so I'd blocked off sometimes like I've got some things I need to work on And then I'll be that dumb I look at the Clock and it's Gordo for or 20 till quarter to whatever it's getting really close to 4:00 PM which is at the end of my service window which we could still discuss and debate whether he should have been he should have come and gone before the end of that window I believe so gotta go out of it back to San Antonio we're not gonna talk about why have a pest control company out of the San Antonio area one I'm here in Austin I guess what's up buddy yeah he started talking about the bug I get start getting started getting hyped up man just sets him off and we're going to leave that in there Joe I call I'm very polite I understand you know I may not understand the complete protocol and we're dealing with semantics here your appointment is between these Times Now if you say my package is going to arrive between Here and there then that's they drop the package off they don't hang out and watch you unwrap it unbox it install it whatever it is you need to do with it anyway so I call again I'm polite because the delated answers the phone she's got no control over what's going on I understand that she's doing her job and I asked her I said hey I'm coming up towards the end of my window here I just wonder if you could check and see where the technician is hold on let me check what looks like he completed another his last job out 10 minutes ago I'm going to guess that he's going to be there soon I said OK well we're getting really close to the four o'clock window let me call him and I will call you back she made a promise to me right there she told me that she was going to call the technician And she was gonna call me back I the call me back park is really the important part of that I don't know what type of system they have they can GPS tracking or whatever but when you tell me you're going to do something I expect you to keep your word so come back in the office I'm doing some things I look as like crap now it's 5 minutes after four were beyond the window I call back a different lady answers the phone I'm polite to her she's not the one that told me she would call me back but I I explained said I called about 20 minutes ago and uh I talked to you and I gave her name and she said she was going to call the technician and then call me back twitch the lady says hold on let me look Oh well you should have received a phone call from 724 area code says hold on let me look at my phone so I look and sure enough about the time I was calling the company that call it come in and they left me a voicemail while I was on the phone now here's the thing with all the telemarketing and all the scam and all the BS is out there from robo calls and everything else my phone is set up if your number is not in my phone it doesn't even ring straight to voicemail now for some reason should with John You said we should you know we should reach out to people we should always call we should leave leave a message if you're calling from an unknown number I'll get the message I've got voicemail my voicemail is set up on my phone you can leave me a message now the timing of this just happen to be he was calling and leaving

Let's give it another shot no so we can we can we can navigate that hurdle you got from an unknown number leave me a message this jail whatever you got 1 phone call you better leave me a message I do check them get the handy little you know that transcribes about it's it's about like this you know but at least it puts punctuation in there hello they let you leave a message and then. And then push the some punctuation in Don't get everything right Charlie jog about artificial intelligence and who adds machine learning is gonna learn it you can't figure out how to transcribe notes effectively anyway so while I'm talking to Liz yeah he I see I did miss a missed call from him explain the situation while I was on the phone with you he's pulling up now now the dude was super cool I mean you know they've got their social distancing there he's messed up and ready to go so we got everything squared away but I did tell the the lady and again I'm being polite to her she's not the one that made the promise but what I hope I can do is we can use this as a teachable moment for a company you heard the you heard the recording it's a it's not like it's super sophisticated I don't know how big the company is but here's the learning opportunity communicate effectively effectively and that's that's with everybody so again something I'm working on um I'm trying to communicate effectively and now that I see how my words are coming across on the screen I'm going to continue to work on my communication whether that just be through pronunciation Or getting getting the message across in the most effective way no again I would argue that their message was not really clear so the suggestion that I made to the lady as I understand you have no control over this it's now after four so we're obviously we're outside of the window but when your message says your appointment is between these hours I would expect it to be completed between those hours maybe you could let management know an alternative to that would be your technician should arrive between and then give the hours that would set a clear expectation to the customer and increase your customer satisfaction She said I will let the office manager know I said thank you very much oh look at it wrote it down correctly I thought I thought I mumbled that um

so with the clear communication again Text messages things don't always come across the right way if you're if you're running a business people your customers if you want to keep those customers you need good customer satisfaction Number one communicate effectively make clear expectations of what you were going to provide #2 when you say you're going to do something do it two things happened here that the lady said she was going to call me back she didn't the technician Tried to call me back 20 minutes later no if she told me she was going to call me back and then the technician says don't worry I'll give him a call he's not the one that gave his word she was so I'm not holding him accountable I don't care what he told her but for me That Lady number one she made a promise and she broke it #2 he showed up after the appointment window which was unclear to begin with but regardless of whether he's going to be done by 4 or whatever that really meant the beginning I was talking about didn't matter because it showed up after that I planned my day around this 4 hour window I still got things done but there were other things that I could have done I could have had another appointment or need to go somewhere afterwards Luckily I didn't nothing in the universe this is all fixable I'm just trying to talk about effective communicate effective communication And customer satisfaction It's really quite simple it's not that hard

I didn't mean to and I'm really going off on a rant there it's just these these are things that we do in our personal lives as well we tell someone we're going to do something we we should do it we set expectations we should set clear expectations we should communicate effectively are text message fine sure sometimes you just need to pick up the phone if it's a whole back and forth conversation and too many texts going back and forth to pick up the phone sorted out anyway I hope I hope you got something out of this and if you have any hearing impaired friends or if you just want to read along for yourself again There will be a link in the show notes to the episode page on croftcast.com where you will be able to read the unedited I am going to make one edit today um but no because I didn't I didn't say the name the name came across on the audio I'm going to remove the name of the company I'm not going to burn them at this time so again it be it'll be unedited as is just like however is coming across on paper here we're uh we're well we're about 3400 words deep so I'm working on that 10,000 word essay no not really we're not we're not I kind of go that far but again I hope you got something out of it um appreciate you listening appreciates for reading along if you're reading along because I've tried to read through some of these things and uh it's it's difficult without the audio but it would be better than if I couldn't hear it at all so again I appreciate the feedback appreciate you all the support and um we're going to unwrap it up with that I'll catch you on the flip side