Long post
I need to vent & figure out what I can do to continue working full-time because I need to in order to pay the bills and make a living. I am also going through a lot of emotions.
The 3 links below pertain to this post. I will also include an e-mail that Andrea, *not her real name*, who is the Director of Parking and Transportation at the university I work at as a contract parking attendant, sent me, the second shift attendant, the parking company manager over the account as well as Andrea's two employees back in June, a conversation between me and Andrea this last Friday, and an e-mail that the parking company manager sent me. I would also like to get customerssuck.com members interpretation of Andrea's e-mail.
Here are the 3 links:
http://www.customerssuck.com/board/s...ad.php?t=79307
http://www.customerssuck.com/board/s...ad.php?t=78660
http://www.customerssuck.com/board/s...ad.php?t=78765
Here is the e-mail that Andrea sent to me, the second shift attendant, the parking company manager, and Andrea's two employees back in June.
From: Andrea
To: Parking attendants
Parking attendants:
Please be attentative and aware of visitors/guests entering the new visitors location. There will be times when pointing to visitor parking is not enough, especially when VIP'S are on campus. You will need to leave the booth, assist and direrct guests to a proper parking space. Remember, our visitors/guests are learning about this new parking situation for the first time, please offer essential customer service by leaving your booth to assist our guests with parking and with any parking questions they might have.
There is more to the e-mail, but it does not pertain to the phone call that Andrea and I had last Friday.
What is your interpretation of the e-mail?
There is a clicker inside the booth that I and the other parking attendant were using. Then one day I dropped the clicker on the ground outside after leaving the booth to let a guest inside the garage. One of the parking office employees had to come down to the booth to put the clicker back together. Later that day Andrea came down with the booth to give me an access card to use.
So I and the second shift attendant have been using the access card.
Last Friday's conversation between Andrea & me:
Andrea calls me, & she is royally pissed. She asked me the following...
She then went on to say that the parking office has been getting phone calls from customers either at the call box at the entrance gate to visitor parking or at the exit gate to visitor parking. She also said that the parking office cannot handle every phone call from either call box. So I have to watch the entrance gate and the exit gate to Visitior Parking. I already asked if campus police can transfer phone calls from either gate, but I was told that they cannot determine if the person at the call box is a university employee, a visitor, or a guest here for an event. So I have to watch the entrance gate and the exit gate to that garage. The problem with this is that I have received phone calls from the parking office regarding someone at the exit gate while I was assisting a customer at the booth window. There was also a time when someone drove around the booth and straight up to the entrance gate. I managed to get the customer to drive up to the booth window so I could assist him. While I was assisting him, the phone inside the booth rang. It was a the parking office calling me to let me know that the customer at the exit gate needed help.
She also told me that what I do & do not do affects her and the 2 other employees in the parking office. She also said that her head will roll as well as the 2 other employees in the parking office if I do not improve. She then said again that if I do not improve within 2 to 3 weeks, I will be replaced.
So I contacted the parking company manager over the account regarding this.
Here is what he had to say.
Andrea has called him regarding the number of phone calls the Parking office has received from a visitor or a guest either at the entrance gate or at the exit gate.
Andrea, the client, is not happy with the way I am doing my job.
I need to improve.
So he sent me an e-mail on what needs to be done to improve.
Here is the e-mail...
When giving directions to parkers entering, keep your directions short while still being polite. Something like this following...
He gave me this spiel after asking me on the phone what a typical customer asks me. The problem is, my customers are not typical. Some customers require more attention because I am asked a series of questions from them, I am asked to call someone or to look up a phone number for them, I am asked by the customer to give them detailed directions on how to get to where they are going to, I am asked for directions to get to somewhere after exiting the garage, I am asked directions from lost customers and so on. So there are times when I spend more time with a customer.
He then told me that another parking company manager will be working with me and the second shift attendant sometime this week.
He told me he wants me to be happy with my job, but the thing is, I am not happy. I am tired of dealing with Andrea and the fact that I have to make sure that the Parking office does not get any phone calls from either the call box at the entrance gate or the call box at the exit gate. I cannot do 2 things at once. I cannot prevent the parking office from getting a single call from either call box.
I want to ask to be transferred, but I do not know if the company I work for has any other full-time positions. It does not matter to me which manager I work under at this point. If there are no other full-time postions, then I want to look for another job, but I need my job to make ends meet.
Here is how I feel
I need to vent & figure out what I can do to continue working full-time because I need to in order to pay the bills and make a living. I am also going through a lot of emotions.
The 3 links below pertain to this post. I will also include an e-mail that Andrea, *not her real name*, who is the Director of Parking and Transportation at the university I work at as a contract parking attendant, sent me, the second shift attendant, the parking company manager over the account as well as Andrea's two employees back in June, a conversation between me and Andrea this last Friday, and an e-mail that the parking company manager sent me. I would also like to get customerssuck.com members interpretation of Andrea's e-mail.
Here are the 3 links:
http://www.customerssuck.com/board/s...ad.php?t=79307
http://www.customerssuck.com/board/s...ad.php?t=78660
http://www.customerssuck.com/board/s...ad.php?t=78765
Here is the e-mail that Andrea sent to me, the second shift attendant, the parking company manager, and Andrea's two employees back in June.
From: Andrea
To: Parking attendants
Parking attendants:
Please be attentative and aware of visitors/guests entering the new visitors location. There will be times when pointing to visitor parking is not enough, especially when VIP'S are on campus. You will need to leave the booth, assist and direrct guests to a proper parking space. Remember, our visitors/guests are learning about this new parking situation for the first time, please offer essential customer service by leaving your booth to assist our guests with parking and with any parking questions they might have.
There is more to the e-mail, but it does not pertain to the phone call that Andrea and I had last Friday.
What is your interpretation of the e-mail?
There is a clicker inside the booth that I and the other parking attendant were using. Then one day I dropped the clicker on the ground outside after leaving the booth to let a guest inside the garage. One of the parking office employees had to come down to the booth to put the clicker back together. Later that day Andrea came down with the booth to give me an access card to use.
So I and the second shift attendant have been using the access card.
Last Friday's conversation between Andrea & me:
Andrea calls me, & she is royally pissed. She asked me the following...
- why have I been using the access card? According to Andrea, the access card has been messing up the gate count on the computer inside the Parking office. I explained to her that I and the second shift attendant have both been using the access card. She then told me that if I and the second shift attendant do not improve within 2 to 3 weeks, we will both be replaced.
- why have I been going up to the Visitor parking entrance gate to let customers into the garage? I explained to her that I was following what she mentioned in the e-mail she send in June. She said she knew what she wrote in the e-mail *according to what she told me over the phone last Friday*, only VIP's get that treatment, that I should be able to determine that from the e-mail, and that if I continue doing that, I will be replaced.
She then went on to say that the parking office has been getting phone calls from customers either at the call box at the entrance gate to visitor parking or at the exit gate to visitor parking. She also said that the parking office cannot handle every phone call from either call box. So I have to watch the entrance gate and the exit gate to Visitior Parking. I already asked if campus police can transfer phone calls from either gate, but I was told that they cannot determine if the person at the call box is a university employee, a visitor, or a guest here for an event. So I have to watch the entrance gate and the exit gate to that garage. The problem with this is that I have received phone calls from the parking office regarding someone at the exit gate while I was assisting a customer at the booth window. There was also a time when someone drove around the booth and straight up to the entrance gate. I managed to get the customer to drive up to the booth window so I could assist him. While I was assisting him, the phone inside the booth rang. It was a the parking office calling me to let me know that the customer at the exit gate needed help.
She also told me that what I do & do not do affects her and the 2 other employees in the parking office. She also said that her head will roll as well as the 2 other employees in the parking office if I do not improve. She then said again that if I do not improve within 2 to 3 weeks, I will be replaced.
So I contacted the parking company manager over the account regarding this.
Here is what he had to say.
Andrea has called him regarding the number of phone calls the Parking office has received from a visitor or a guest either at the entrance gate or at the exit gate.
Andrea, the client, is not happy with the way I am doing my job.
I need to improve.
So he sent me an e-mail on what needs to be done to improve.
Here is the e-mail...
- Make sure to serve the customers at the entry and exit promtly. You should keep a keen eye on the entrance and the exit throughout your shift to make sure that no one is waiting for service. You should be aware of the parker before they have a chance to push the call button on the call box at either gate.
- Use the clicker to open both gates.
- You should not have to leave the booth often to find parking for VIPs. You might need to do this if visitor parking is approaching capacity.
When giving directions to parkers entering, keep your directions short while still being polite. Something like this following...
- May I ask where you are heading today?
- May I have your name please? *if the customer has a reservation on the Outlook calendar*
- Please display this parking pass face up on your dash
- Turn left and drive straight into the garage and parking is a park in a parking spot that is not numbered or not reserved.
- Follow the signage into the bldg.
He gave me this spiel after asking me on the phone what a typical customer asks me. The problem is, my customers are not typical. Some customers require more attention because I am asked a series of questions from them, I am asked to call someone or to look up a phone number for them, I am asked by the customer to give them detailed directions on how to get to where they are going to, I am asked for directions to get to somewhere after exiting the garage, I am asked directions from lost customers and so on. So there are times when I spend more time with a customer.
He then told me that another parking company manager will be working with me and the second shift attendant sometime this week.
He told me he wants me to be happy with my job, but the thing is, I am not happy. I am tired of dealing with Andrea and the fact that I have to make sure that the Parking office does not get any phone calls from either the call box at the entrance gate or the call box at the exit gate. I cannot do 2 things at once. I cannot prevent the parking office from getting a single call from either call box.
I want to ask to be transferred, but I do not know if the company I work for has any other full-time positions. It does not matter to me which manager I work under at this point. If there are no other full-time postions, then I want to look for another job, but I need my job to make ends meet.
Here is how I feel
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