Customer service: a foreign concept

Living in Rome is not without its challenges. I think that over the last 5 years that's become somewhat apparent based on some of my previous posts. I know this. I live this day-in and day-out. And yet, every once in a while one of these challenges rises up, hits me upside the head, and I find myself shaking my head asking myself "what just happened?" Such was the case at the grocery store the other day. Here is my latest tale of "living in Rome strikes again."

Last Tuesday found Christine and me shopping for community dinner. Since the students were scheduled to be out and about all day, we volunteered to pinch hit and make dinner for the community. Seeing as we've been eating a lot of pizza and pasta lately, we thought taco salad would be a nice change of pace...hence grocery shopping. So, we gathered our supplies, put them in our cart, and went to check-out. Normally, we use the self-checkout because it's easier. The people who work at this particular grocery store aren't necessarily warm and fuzzy people. My experience with many of them is such that I avoid using the people-manned check-outs because I just don't want to deal with whatever is going on with them. Not that day, though. I had cash to use to pay for my groceries and you can't use cash in self-checkout. Unfortunately, the only register open was manned by a gentleman that I have particularly avoided in the past. Still, I had no other option.

I sucked it up and began to unload my items onto the conveyor belt. He scanned my items and as I moved to the front to begin to bag my own groceries---no bag "boys" here--I saw him toss my bag of limes to behind him off of the conveyor belt. This caused me to pause for a moment. I looked at him and then at the limes. "I can't purchase those?" I asked in Italian. "No," he replied. "They don't scan." Ok. "So, I can't have them? Can't you just punch in the numbers?" He shook his head and replied, "They don't scan." Ok. That's not what I asked. "Ok, I'll go get another bag." He shook his head again and said, "Those won't scan either." Huh? You have limes for sale, but nobody can buy them because they don't...scan? Surely the numbers along the bottom of the barcode can be entered manually just as easily. He just looked at me, his facial expression one of complacency and annoyance as he waited for me to pay him. He refused to "go the extra mile" and punch in a 10-digit code. Oh...wait...it's break time, isn't it? It's time for you to go get your 3rd coffee and 20th cigarette? And that's where I "lost" it... in English.

"That's insane. So just because you don't want to take two seconds to punch in the code, nobody can buy limes? What kind of a system is that? How do you function? Absolutely ridiculous! Whatever." I huffed as I handed him my money. I was beyond thinking or speaking in Italian. Nope. This situation called for my mother tongue. As he handed me my change he plastered what can only be described as a condescending smile on his face and said, "Thank you very much." To which I promptly replied, "Prego."

Customer service does not exist here. Yes, there are moments when someone does "go out of their way" and does their job, but more often than not I feel like when I enter a shop or a store the people who work there act as if I should be grateful that they are there to sell me X, Y, or Z. Shouldn't it be the other way around? I don't expect people to fall all over me, but I do expect some level of service. Oh wait. I forgot. I'm not in America. Say what you want about capitalism, but it's because of that ideology to a certain extent that customer service is such a high priority in the States.

Still, my faith in what customer service exists in Rome was restored shortly thereafter. Christine suggested that I try to purchase the limes at the self-checkout. I tried and they didn't scan. I looked for a place where I could enter the code manually, but I didn't see anything. Finally, the man who usually monitors the self-checkout and the exit came over to me. He asked me if he could enter the code for me. Yes, yes you can! I thanked him profusely for his kindness and his help. We even talked about what I was going to do with the limes and when I told him that I was making Mexican salsa, he was genuinely interested. He is my new best friend.

I get frustrated with myself when I look at the world around me from the perspective and values of my home culture. I can't judge another culture based on what's right/expected in mine because they're different with different people and a different way of doing things. This doesn't mean how they or how I do things is right or wrong. It's just different.

I wonder if there will ever come a day when I don't get frustrated or when I'm not taken aback because of how thing work here....nahh....I don't think that day will ever come. I'm too much of an American at heart. And I'm ok with that.

A One Shot Deal...

Luzern, Switzerland: a quaint and picturesque city set beside a vast lake and a mountain range that shoots skyward from seemingly nowhere. I had a lovely weekend in this lovely town. However, it will probably be the one and only time that I ever visit this tiny little country. "Why?" you ask. I'll get to that...

I flew from Rome to Zurich with 8 of my students one Friday morning in February. We flew Swiss Air and I was immediately impressed by the airline. It's rare in this day and age of air travel to find an airline that still gives you something to drink and eat for free...not to mention a free small bar of amazing Swiss chocolate. Swiss Air does! They were a great airline and I recommend them highly. I digress. Landing in Zurich, we made our way downstairs towards the train station, bought our tickets, and boarded the train bound for Luzern.

The landscape that passed us by was pretty, but nothing remarkable. Sadly, the day was rather overcast and a light rain fell nearly all day. Arriving in Luzern, our group split up because half of us were staying in one hotel and the other half in a different one. My group trudged to our residence, dropped off our bags, and headed back into town. As we made our way into town we remarked about how quiet and clean everything was compared to Rome. Then we stopped and exclaimed: "Wow! How pretty!" when we came to the Chapel bridge and Old Town Luzern. It was so beautiful. The bridge spanned from one side of town in a zig zag pattern towards the other. Buildings decorated from way back when spanned before us. It was all just so...quaint and lovely! We spent the day wandering the streets of town, seeing the sights, and soaking it all in. We even managed to meet up with the other group. Towards the end of the afternoon we decided to pop in to Starbucks so that I could buy my mug. And this is when I realized that I would probably never get back to Switzerland. The cost. Wow. Now, I knew that it was an expensive country, but I hadn't been expecting to pay 19.50 CHF for a mug. Sheesh! So, after buying my mug I went back out and was greeted with a fleeting view of Mt. Pilatus peeking through the clouds. My breath literally left my lungs. The view was unbelievable. So majestic and stunning! After catching a glimpse of the mountain, my students and I were inspired to shell out the money and get to the top of the mountain.

And that's how I spent my Saturday in Luzern...on two gondolas that took me atop the world, or at least that's how it felt. There are truly no words to describe how incredibly beautiful the mountain top and valley below me was. The clouds swirled about the top at stunning speed and while the view to Luzern below was often impeded, the valley on the other side would be visible and I literally could not stop expressing my amazement. The air on top of the mountain was crisp and clear. Amazing. My favorite moment of the day, or at least one of them, was when I heard the sound of a horn. We quickly made our way outside to find an older Swiss gentleman blowing one of those long horns that curves up towards the end just like the Ricola ad! It was soo cool!!!

We descended the mountain later in the afternoon and rejoined the rest of our group. Thankfully, those who stayed by in Luzern were kind enough to 'scout' out fondue locations for us. They found a restaurant that had cheese and chocolate fondue for about 45 CHF per person...done! And that's how we spent our last evening in Switzerland...before a pot of hot, bubbling cheese and chocolate. It was divine and my stomach was so happy!

All in all, it was a great weekend intro to Switzerland, but realistically---it will be my last time in that tiny country. It was just unbelievably expensive and I don't know that I really want to spend that kind of money again. So, I'm so thankful to the Lord for all that I got to experience, taste, and see while I was there. Memories were made that will last a lifetime...and when those memories begin to fade I can look at my most expensive mug and be reminded!

          

                                                             

And the winner is....

Switzerland! Yep, I made a decision. I am going to Switzerland for a weekend at the end of February. And considering the expense, it may very well be my last trip of the year!

I knew that Switzerland was expensive, but I really had no clue until I began to look for a place to lay my head for the weekend. My flight was fairly reasonable, so that was good, but lodging? Yikes. Thankfully, 4 of my students decided to accompany me so we were able to save some on a larger room.  Then, I began to look into where to go to fondue-it-up....

One of the things that I really wanted to experience whilst visiting my neighbor to the north was traditional Swiss fondue. My family makes cheese fondue every Christmas Eve, so of course I have to eat the real deal. And again, I knew it would be expensive...but as much as I'm seeing? Yikes! I found one restaurant that had a three course fondue meal, cheese, meat, and chocolate fondue, for 63 CHF per person. PER PERSON. Others I have found for just cheese and chocolate hover around the 50 CHF range. Talk about sticker shock! Still, if that's all that I'm going to do because let's be real, it's February in Switzerland. It's not as if I'll be able to take a cog wheel train into the mountains or anything. So, fondue and indoor activities it is!

I don't mean to complain and the fact that I'm complaining about how much I'm going to spend on a weekend trip to Switzerland isn't lost on me. I know that I am blessed to be able to do things like this. So, I'll shut my mouth and have a magnificent adventure. And if I have to spend $15 for just a Big Mac at McDonald's because that's all I can afford, well, so be it!

Where to go...where to go...

Broken record warning: it's been forever since I posted! Sheesh. You'd think I've been traveling here and there and so I haven't had time to write. Oh. Wait...I have been.

I spent time last June in Provence, France with my sister and bro-in-law, the end of June in London with my friend, Ethan, and then spent fall break in Salzburg and Munich with my friend, Beth Anne, and my colleagues, Jeff and Christine. I would go in to detail on all of these, but let me just say this: AMAZING! I had fantastic adventures in each of these locations and loved every minute of it!

So, where to now? I have no clue! I didn't travel as much during weekends off because...well, I don't know why. I just didn't. I want to remedy that this semester as this could very well be my last chance. What?! Well, I have to let the College know by this Friday what my intentions are: a new 2 year contract or return home for good. And I'm going to be honest with you in that as of today: I have NO clue what I'm going to do. I've been praying and praying and praying, but have yet to receive any specific direction from the Lord. Or perhaps He's told me what to do, but I don't like the answer and so I'm ignoring that? All I know is that I don't know. If you feel so inclined, please pray with me...

All that to say: I want to travel more this semester. I've got my spring break plans set. I'm headed to Sicily and seeing cities that I haven't seen down there. In April, I may be going to Prague with a girlfriend. In May, I plan on getting to Giverny, France to see Monet's gardens. Other than those trips, I don't know where else to go to. I have been to most of the major cities of Europe with a few exceptions of course. Currently, Ireland and Scotland occupy my number 1 and 2 spots, but I want more time in those locations than just a weekend. I don't want to travel to Istanbul alone, so...I'm stuck. And so dear readers...all 2 of you...I'm asking for your thoughts. Where should I go??? Start sending me ideas...NOW!

Sto cucinando

The weather the last couple of weeks has been nothing short of spectacular. The sun has been shining, not a cloud in the sky, and a slight breeze to cut the heat. And yet, I have found myself in the kitchen lately. 

Perhaps I've been inspired by the amazing produce that the spring has produced, who knows why I've been in a cooking mood, but I just am. So, here's what I've made: fresh tomato sauce from tomatoes...so good!!, roasted eggplant, roasted asparagus, and today: a fresh strawberry pie. I have been spoiled over the last four years with the incredible produce that Rome and Italy has to offer. And I want to take full advantage of it while I'm here....


                             

A day by the sea

Spring has finally sprung here in Rome. It's been warm and sunny--just like I like it. And when the weather's this good, you must take advantage of it. So, Sean, Joy, and I decided to take advantage of it in Sperlonga along the ocean where my RA had taken the rest of my students for his last event.

For the last four years, my students have found themselves at some point at the beach in Sperlonga and yet, I had never visited the seaside town. I'm not a beach person myself, but I do like be by the water and explore quaint Italian towns. So, to Sperlonga we went.

The actual centro storico, historic center, of Sperlonga sits high atop a hill above the water. The walk up to the top isn't a bad walk and one is treated with peekaboo views of the gorgeous Mediterranean Sea...so you can't complain. Once at the top, you realize that the old center is just a maze of narrow cobblestone streets leading to small-ish piazzas. It's really a lovely little town. And I mean little. As in, there's not a whole lot to do. So, we enjoyed a leisurely lunch at a lovely restaurant that overlooked the ocean (I had calamari and fried shrimp---yuummm), explored the town, sat and watched our students down on the sand below us---sadly, we were able to see their sunburnt skin from high atop the hill. Did nobody listen to me when I reminded them to bring sunscreen!? All in all, we just enjoyed the sun, surf, and company.

It was a beautiful day and a great way to get away from hectic Roma....especially considering that it was Friday and students were leaving on Monday. One last hoorah before the close of the semester. A great way to go out indeed...
   

Tanti auguri a me!

My birthday is a pretty big deal. Make that a very big deal. I might start the birthday countdown on January 1. And when I say 'I might'...I mean 'I do.' I can't help it. Growing up, my mom always made a big deal about the birthdays around our house. We would wake up in the morning and the kitchen would be decorated with streamers, balloons, and signs. She would meet us at school at lunch time and we could pick where we'd go to lunch. For dinner, we could either go out to eat or she would make us our favorite meal followed by the dessert of our choosing. Big deal. And that's stuck with me throughout adulthood. No matter how old I get, 3...., I still love my birthday. This year was no exception.

I awoke, surprisingly, somewhat early on my big day. April 16, just so you know or want to mark you calendars. I decided that a nice walk/run would be a good way to start my day considering that I awoke in a funky kind of mood...not terribly happy, but not really sad or whatever. Funky. I opened my parents' card and one of their gifts--I rationed them out throughout the day. My mom had written that she was praying that the Lord would bless me with a small reminder of how much He loves me. Cheering me up just enough to get going, I headed out into the gorgeous Rome day, bopping along with my iPod. Towards the end of my time, my phone beeped with a text from my friend Laura. She was in my neighborhood and did I want to grab a birthday coffee with her, she asked. Heck yes! I didn't even care that I looked and smelled like...ehhh. I was just so thankful because I knew this was God's "Happy birthday, Kristen" gift. On top of that, the corner bar had started stocking cold coffee since the weather had turned. What a great present! (And let's not forget the double-cheek kiss that I received from Daniele, my favorite barista) I was so blessed to start my birthday with a friend who has been a true gift from God, drinking my favorite beverage, eating a yummy cornetto, in my favorite city.

Arriving home, I showered real quick, got dressed (of course, I put a little more effort into it seeing as it was my special day), and went into the kitchen where I was greeted by a gorgeous bouquet of yellow tulips (my faves!!!) and lovely card made by my students. Awww!! I felt so incredibly loved!

After this discovery, I went and watched  my students' "perform" their final oral exam for Italian class--skits. I love watching their skits because not only are they really creative, but they're also hilarious! Following the skits, Sean, Joy, and I made our way back to the corner bar for my second cup of coffee. Why? Because one of the things I want to do before I leave is have one of the baristas let me use the espresso machine to make coffee. What better day to try and get them do this than my birthday? Sadly, though, I failed. Daniele explained the process to me, but didn't even offer to let me get behind the machine. I will try again!

I spent the rest of the early afternoon with my RA, John, in our final one-on-one. We both wanted to try pizza from Pizzarium, said to be Rome's best pizza, so we decided to wait for his last meeting with me for the honor. The pizza was very good, the company better, and again, what a way to spend my birthday!

Later on that afternoon, I was called into the kitchen because John needed "to talk to me". Upon entering, my students, Sean, and Joy began to sing "Happy Birthday" to me. The buffet was lined with delicious treats that Joy had made for me and I was presented with my birthday gift--a pedicure! Couldn't ask for a better gift!! Of course, we then followed up the yummy treats and gift with a dance party. On the terrace. LOVE it! No birthday is complete without a spontaneous and random dance party.

Leaving the students behind, Sean, Joy, and I went out to dinner to celebrate at an adult-only time. Woo hoo! We ended up going to a restaurant recommended by Laura not far from the Pantheon. We were not disappointed. Everything was incredible! We started with fabulous breads, an artichoke tart, then I had the blueberry risotto (yes, blueberry. It was AMAZING. Tart and tangy, but so flavorful), and finished it up with my favorite--creme brulee. The restaurant itself was cute and quaint and I couldn't have asked for a better place to have my birthday.

All in all, it was an incredible day. I felt so loved and just...loved. My favorite gift, though, was from my niece, Sophie. My sister and bro-in-law made a video of her attempting to sing to me. Instead, she distracted herself every time she began. Best.Gift.Ever.

Of course, my birthday is never relegated to one day....psht, one day is for amateurs. I celebrated again on Thursday night with Laura who drove us out to Castel Gandolfo (the little town outside of Rome where the Pope 'summers') so that we could eat alongside the beautiful lake. Good food, fantastic fellowship, and gorgeous scenery just capped off the celebrations.

Yes, I had a fantastic birthday. Yes, I heard from the many people in my life who took time out of their busy lives to show that they care, but really...what I am taking from April 16, 2013 is how lavishly the Lord pours out His love upon us. He never does things by half. He's an all in or nothing kind of God. And He showed His love for me over and over and over again. I am blessed and am thankful for His reminders.