How else may I help you?

‘Twas the night before kickoff of spring semester, and I was ensuring that I had everything ready to rock and roll for the next day’s classes.

As I was finalizing the syllabus for one of my courses, I noticed a potential problem with the textbooks.  “Oh, crap!” I mentally exclaimed.  Investigating further, I noticed another potential problem.  “Oh, double crap!”

Although I thought I addressed these issues a fortnight prior, it was evident I had not dotted my final i, nor crossed my final t.  Given that it was already after dinnertime, all I could do was send an e-mail, marked urgent, to my textbook representative, and pray for a quick and painless resolution in the morning.

When I arose at 6:30 the next morning, my first action, even before responding to nature’s call or brewing the coffee, was to check my e-mail.  Perhaps my rep was an earlier riser and would have news for me - in fact, I had five new messages in my inbox!  However, my spirit sank as I noticed that two of the messages were from LinkedIn, a service which I cannot, and presently do not care to, understand.  Another message was an automated announcement from my university.  The final two messages were tremendous opportunities for me to purchase some necessities in life: environmentally friendly machines, and Viagra.

Expectedly disappointed, I prepared myself for the day and commenced my seventy minute drive to campus.  I left myself with plenty of time to arrive on campus and settle in with a warm cup of joe, reunite with fellow faculty after a long winter break, and review any information sent across from my rep.

My plan, of course, was bound to fail.  A quick flurry of snow had ever-so-slightly dampened the roadways, snarling traffic and delaying my commute by thirty minutes.  As I neared campus, I knew that I would have but a short amount of time to make final preparations and head to class.  Any complications presented by my rep, if she replied at all, would be nearly impossible to deal with given my tight schedule.

I entered Simons Hall, an academic building which was teeming with energy always seen on the first day of classes, and then quickly made my way to my office on the second floor.  Upon entering my office, I haphazardly threw down my briefcase and opened my email.  It was then that I saw it: a message in my inbox from my rep!

The email first addressed, in clear, concise, and helpful fashion, the two questions I had posed to my rep the evening prior.  Life as I knew it would continue, and I was somewhat relieved.  But then, I read one line further.  Just before her typing her name, my rep closed by saying, “What else may I do to help?” 

With that closing, any remaining anxiety immediately disappeared.  By the way she phrased her question, my rep was inviting me to ask for further assistance.  Had she said, “Do you need any further help?”, I would likely have sensed that she was willing to provide help, but was perhaps truly hoping that my answer would be “No,” so that she could address other items on her to-do list.

But her phrase, “What else may I do to help?” let me know that she was open to, and perhaps even anticipating, further questions.  In fact, I did have an ancillary question and freely asked it based on her offer. 

As a prof, I have the option to use a number of different textbook reps.  I am ashamed to admit that I often do not value the service that these reps provide.  Rather, I frequently think of them as merely someone who will process my textbook order.  However, I learned today that a good rep can really help me out in a pinch. 

Today, my rep reminded me that the way we phrase things has an important impact on how others perceive our intentions.  Her question reminded me of my teaching mentor, who has always taught me to ask my students, “What questions do you have?” as compared to “Do you have any questions?”  “Let them know that you assume they have questions and that you are happy to answer them!” he exclaims.

As I reflect on the actions of my rep and the advice of my mentor, I better understand how I should phrase my offerings of help.  If I ask my wife, “Do you need any help with the kids?” she will react differently than if I ask, “How may I help you with the kids?”  Similarly, asking a friend, “Do you need my help moving on Saturday?” is not the same as inquiring, “What time should I come over to help you move on Saturday?”

I want to be someone that people can count on when they need help.  But first, I must make people comfortable in asking me for help.

Thank you, Cheryle, for today you were not only my rep, you were my teacher.