Thoughts from an Offended, Frustrated and Hurt REC Employee
Friday, May 30th, 2008First off, just let me say that most of the REC’s and their crews, work very hard to provide “Good, if not, Outstanding Customer Service”. I have been there and I know. I have worked my plump rump off to make sure that my customers were taken care of in a very timely and efficient manner. It always hurt me very deeply when the very people I worked for in Washington/West Virginia were so nice as to lump all of the REC’s together and tell us all that we were doing such a rotten job. Sorry, but I took that personally.
FACT: The CG demands loyalty and respect from its employees.
FACT: The CG does not extend that same loyalty or respect to its employees.
Here is a excerpt from a letter sent to NMC by one REC employee who has had enough of being slapped in the face and kicked in the stomach by NMC. I will not give you the name of this person to protect them but I know how this person feels. This person was far nicer than I ever was when they voiced their feelings in this letter. I never put it in writing, but I called. Can you guess why I earned my reputation as Supreme Queen B? I don’t pull punches and when someone gets in my face and insults me, I let them know.
Dear Sir,
I have been receiving The Wave and am requesting to be removed from the mailing list. At first I thought this would be an excellent way to keep in the loop with what is happening at NMC. However, after reading several issues I found myself very disheartened by the negativity aimed at the various REC’s. I know I work very hard to accommodate my mariners. I provide weekend help, after hour help, and since the conversion to NMC many hours trying to correct NMC errors. My phone rings off the hook most days and I manage to answer the calls even if it means returning calls after hours. I know other REC’s go out of their way to help their customers too. Mariners might complain about trying to get through but if they were in the office they would realize how many mariners come through our doors and why answering machines are full. I have about 4 hrs a day to contact NMC when there is a problem. I have been told by an individual at NMC that they were leaving that day (3:30 NMC time) and they could send me the form the next day. My mariner was from an outlying island and needed it NOW. And “no” we didn’t receive the form either. Good to know NMC goes the extra distance. To bad that mariner’s letter wasn’t included in the newsletter.
I feel awful after reading The Wave and sometimes angry and hurt. Instead of tooting NMC’s horn, how about acknowledging that those horrible REC’s are working hard to make NMC’s mission happen. We get report cards, does NMC? I’d love to fill one out.
NMC is here to stay. I hope that the attitude changes from REC’s being “just the face” of NMC to NMC realizing we are important to the success of NMC and we are the ones on the line with the mariner. Please remember turn around time here was 2 wks and mariners here do not understand the wait they have these days. I have dealt with several of the NMC employees who were wonderful. Jennifer Hogge was exceptional to mention one. I don’t feel the NMC employees there are uncaring but they certainly don’t have the local connection and that, my friend, is what those REC’s supply.
Please understand I am not angry with you, just very frustrated, disheartened and hurt by what I see and read in the Wave. The Wave could provide the support and cement to pull RECs and NMC together rather then drive a wedge between the two. The US vs THEM mentality never results in good things for the customer. We are part of the same team. Players on the same team need to be acknowledged equally if it is going to be a successful team. One player does not make a team. Imagine how the REC’s feel being disrespected in the Wave. Those REC workers have just been publicly slapped in the face in front of their co-workers at NMC and other REC’s as well as the mariners who also receive and read the WAVE. No person or place is perfect but to humiliate the REC just to toot the NMC horn is inconsiderate and disheartening. Transition is difficult at best, why cause animosity?
What I have written is strictly my feelings on the matter.
Best regards,
I, for one, applaud this person for standing up and being counted as being something other than a piece of crap that NMC is telling them they are. NMC is failing to realize that without those “horrible” people at the REC’s they would be falling flat on their faces BIG TIME, and I am not so sure they are not already falling flat. If more REC employees would stand up and shout ENOUGH, perhaps NMC would get the message. I am sorry that this person did not send this letter to Captain Stalfort because he is the one that needs a taste of reality and not a PR con job.
Touch keys with you later.
N.
WASHINGTON – The U.S Department of Homeland Security (DHS) today announced that the final compliance date for the Transportation Worker Identification Credential (TWIC) program will be April 15, 2009, which reflects a realignment of the Sept. 25, 2008 compliance date set in the final rule. The seven month extension is a direct result of collaboration with port officials and industry, and realigns the enrollment period with the original intent of the TWIC final rule.