From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Friday, July 19, 2002 10:37 AM To: Rutley, Cheryl Cc: Angi Tschirren Subject: RE: Cancellation Please provide me with the name, telephone number and email address of your supervisor. From: Rutley, Cheryl [Cheryl.Rutley@Nextel.com] Sent: Friday, July 19, 2002 9:13 AM To: 'Gary S. Gevisser' Subject: Cancellation Gary, Per our conversation, you will be canceling the phones. You have the number to call and to have them shut off. As I explained I cannot do that; only the customer can cancel the service. And to recap our conversation (which I never got anything more said than the above statement and the 800 number needed to call) you said some really nasty things to me; and then hung up. In the future, TRY BEING DIRECT. IF YOU WANT SOMETHING- SAY IT. You've used several references to your past experiences, and analogies. But I am your Nextel rep, not your psychiatrist. You never let me know; is your phone not working? Do you need to be trained on the internet service? Are you having a problem with your internet service? You never let me know. I also don't have a problem with any of my emails; they have been polite and direct (perhaps misinterpreted if you saw anything other than trying to take care of your needs and develop a successful business relationship). Remember Gary, I called you several times, and you never returned one phone call. I will gladly mail you out some labels and you can send the phones back. Best of luck to you. From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Thursday, July 18, 2002 5:51 PM To: Angi Tschirren Cc: Cheryl Rutley Subject: RE: NEXT-[et] EL....as in Nextraterrestrial Dear Angie, obviously I wasn't "mistaken" - Cheryl's words, "I have something else to talk to you about" are in fact more of the same nonsense I have got from her from the beginning. After giving me an 800 number to call and telling me "I cannot cancel you myself. I am just your account representative...I don't understand why you are canceling the service...It will still cost you $20..." I hung up on her because it didn't seem like I was really getting through to her. She did sound genuinely surprised that I had never used the service though. I managed to throw in that everyone else who I had copied in our communications didn't seem to have a problem understanding why I wouldn't want another Nextel sales account rep which is one of the other things she suggested. Tell me Angie why would I want another "Cheryl Rudely" [sic]? Your deafening silence also speaks volume. Of course when I first visited your offices in Mission Valley I had overheard you "toilet training" one individual giving someone on the other end of the line some very good but very basic suggestions; for all I know it could have been your baby brother or sister, boyfriend, girlfriend just saying to themself, "blah blah blah." As I told you I ran almost 20 years ago a very successful marketing-publishing company where most of our sales were done by telemarketers. We constantly brought in trainers, the very best in the country at the time. We were pioneers in the industry, certainly in the insurance industry where we dominated. We sold management and marketing systems which included millions of newsletters that in turn where mailed to folks like you and me telling us how we should go about mitigating our risks. The average sales ran into several thousand dollars as much as $5,000 and sometimes more. Over a period of 5 years while I was running the company I don't think I could have counted on both hands the number of sales that were returned because a salesperson "didn't get it." Remember now, we were mostly soliciting new business. Most of the sales were "cold calls." Never once did I take an angry call from one customer and trust me when I tell you I had my finger on the pulse of the organization. The company was down the tubes when I was brought in and by the time I left the principal shareholder who was has difficulty scraping together enough money "stealing from Peter to pay Paul" was now living in Lawrence Welks' little estate just down the road from Ronald Reagan in the Pacific Palasades driving a spanking new Rolls Royce while his wife had the better Bentley. In the end she got it all. I came to you folks primed. I was very eager to get started. I traveled all the way into Mission Valley referred down there by another sales rep by the name of "Billy" since I wanted to get my telephones that very day. Only when Cheryl was finished showing me her struthers, strutting in and out of the cafeteria constantly looking for help from other sales people did she finally tell me that I couldn't leave with the phones, that they would have to be delivered to me. And the rest is now fully documented in emails as to what happened next. Just because you make perfect sense in one setting doesn't mean you are perfect, that you couldn't improve. Perhaps why you felt you needed a boost, a rise in other words, is because something is very wrong within your organization, that the fish is very possibly rotten from the head down and it is so far only coming down in trickles. Remember my bottoms up schooling, how the culture of an organization rises from just examining how the janitor is appreciated, often one doesn't need to reach the executive suites to know exactly the source of the stench. One of the things I never allow to happen is to become part of someone else's collateral damage. Since I know for certain it all comes out in the bottom I make it my business try and stay away from trouble the minute I get a whiff. The time is now 5:40 pm on my computer clock. I began calling the 800 number at around 4:55pm. Shay in the retention department answered, She told me "I cannot disconnect all of the phones ... I can transfer you to another retention department. She wished me "Good luck." A guy by the name of Tom answered, "Hi...you are lucky. You are the only Gevisser in the database...You are actually speaking to the wrong department. You need to be talking with the telesales return department...Mr. Gevisser, if I am going to have to spell everything out ...I don't have the time to wait while you type away. Are you ready for me to transfer you to them?" Tom pressed a few buttons that caused severe pain in my one ear and then I heard, "Your call is very important to us..." Just a minute ago the phone call was disconnected. It may have been because another call was coming in. And so another almost hour of my time has been wasted. Someone is going to pay for it of that you can bet your bottom dollar. Please Angie, I am pleading with you make this easy on yourself. Just do the right thing. Gary ps: I am copying several colleagues and friends of mine on this communication to give me their input just in case I missed something. From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Thursday, July 18, 2002 11:40 AM To: Rutley, Cheryl Cc: Angi Tschirren Subject: RE: NEXT-[et] EL....as in Nextraterrestrial 858-792-2379 or on my cell phone 858-735-NEXT From: Rutley, Cheryl [Cheryl.Rutley@Nextel.com] Sent: Thursday, July 18, 2002 11:24 AM To: 'Gary S. Gevisser' Subject: RE: NEXT-[et] EL....as in Nextraterrestrial Gary, You are mistaken; I was not going to make a "he said, she said". I have something else to talk to you about. What is your number? From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Thursday, July 18, 2002 11:11 AM To: Rutley, Cheryl Cc: Angi Tschirren Subject: RE: NEXT-[et] EL....as in Nextraterrestrial Cheryl, at this time there is nothing to talk about. I do not want there to be a situation of "he said, she said." Do as I ask. How you decide to conduct yourself in the future with other clients is your business. I hope you will learn something from having wasted so much of my precious time. I will not make your business my business unless of course you dont do what I ask. If I am not clear about what I want you to do then please explain in print. Gary From: Rutley, Cheryl [Cheryl.Rutley@Nextel.com] Sent: Thursday, July 18, 2002 9:26 AM To: 'Gary S. Gevisser' Subject: RE: NEXT-[et] EL....as in Nextraterrestrial Hi Gary, I just left you another message. Please give me a call at 619-718-3656. Thanks, Cheryl From: Gary S. Gevisser [mailto:gevisser@pacbell.net] Sent: Thursday, July 18, 2002 8:13 AM To: Rutley, Cheryl Cc: Angi Tschirren Subject: RE: NEXT-[et] EL....as in Nextraterrestrial Dear Cheryl, It is impossible for me to give you a "sweat and short" answer to your "seamingly pimple" question "How's everything going?." Back in late 1993 I wrote a memo to a "a couple" -- they were not though your typical husband and wife team. In a nutshell it addressed how management often times obfuscate their non-stellar performance by engaging in all sorts of distracting tactics to mention little of their being a "hero some gain" strategic objective when one party gets to enjoy the spoils of victory at the other party's expense. With that said, I thought I might hear a more elaborate response to my earlier email to you back on June 14th that I thought spelled things out pretty clearly, i.e. that I was not exactly amused with your poor performance, specifically your "dia-la-tribe" earlier in the day, "...I also need to set the expectation clear from the beginning..., but that does not mean I don't have anything else to do. I am ...I cannot." The words, "I am" go back to the beginning of time, wouldn't you agree? With that said, I will now be returning the four telephones along with the data cable that did eventually arrive. Please let me know where I should send the package; in other words please provide me with shipping instructions including prepaid "labeling." Please also make certain that not one cent is charged to my credit card. I hope though that you continue check in with us at NextraTerrestrial and how we deal with folks who derive great enjoyment in exceeding the limits of their small authority, i.e. evil doesn't come with a pointed tail and a pitched fork. Perhaps, in time you will learn more about how important it is to listen AND remember before you decide to say anything, chew on it, be prepared to write it down on paper otherwise toss it into the wastepaper basket, click on once again below http://www.nextraterrestrial.com/images/3-17-02/new%20temporary%20website/pa ge16.htm One thought I have before you send out something have your trainer check it out tTOo. Sincerely, Gary S. Gevisser From: Rutley, Cheryl [mailto:Cheryl.Rutley@Nextel.com] Sent: Tuesday, June 18, 2002 8:28 AM To: 'Gary S. Gevisser' Subject: RE: NEXTEL Hi Gary, I'll try and give ya a call again. I left a message on your cell phone! How's everything going? Hopefully the data cable will arrive today. Have a great day! Cheryl From: Gary S. Gevisser [mailto:gevisser@pacbell.net] Sent: Monday, June 17, 2002 9:02 PM To: Rutley, Cheryl Subject: RE: NEXTEL hello to you. On what number did you leave me a voicemail... NO DATA CABLE///.../// DID YOU RECEIVE MY EMAIL FROM FRIDAY EVENING JUST BEFORE 6? GARY From: Rutley, Cheryl [mailto:Cheryl.Rutley@Nextel.com] Sent: Monday, June 17, 2002 5:37 PM To: 'Gary S. Gevisser' Subject: NEXTEL Hi Gary! I just left you a voicemail message. Just wanted to follow up and make sure you have rec'd the data cable okay. Hope all is well.... Sincerely, Cheryl From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Friday, June 14, 2002 5:45 PM To: Rutley, Cheryl Subject: RE: Normally I start at the bottom and work backwards, part of the "bottoms up schooling" I have mastered over my relatively short-career; it is, however, a career that you may at some point decide to examine more closely, no doubt giving me a pointer or tTOo along the way, never though should you give anyone the finger, since you know that when one points at someone there are four fingers pointed backwards. If we dont continue to learn in our old age whatever will become of those we mentor, wouldnt you agree? In the event that I was distracted by all the images around me as I patiently waited for you to gather your materials to mention little of your wits, mentioning even less the excellent support you got from the other gentleman, please refresh if you would my "expectation" as it relates specifically to why I had driven all the way to Mission Valley. In other words, please recall for me what it was that I had told you about "billy." Ms. Rutley, we are going to take this one step at a time. Sincerely, Gary S. Gevisser ps. Before I began working on nextraterrestrial I cut my teeth on footsak.com. Footsak is South African slang for "giving someone a kick in the rear" a far cry from a "kick in the teeth." From: Rutley, Cheryl [Cheryl.Rutley@Nextel.com] Sent: Friday, June 14, 2002 10:47 AM To: 'Gary S. Gevisser' Subject: RE: Hi Gary, Is your phone not running? Please let me know. I also need to set the expectation clear from the beginning. I am your account rep, but that does not mean I don't have anything else to do. I am actually in outside sales, so I may be hard to get a hold of at times. As your account rep, there are certain things that I can handle, and certain things that I cannot. I will help you out with billing issues, ordering accessories, ordering phones, and most importantly direction. If you have a question or service issue, I can tell you where to go (as you become more familiar with Nextel, you will already know). At any rate, strictly speaking of your phones, here are the numbers: 760.594.1457- Danielle 760.594.1458- Jonathin 760.594.1459- Marie 760.594.1460- YOU (These numbers can also be found on the box, which is why I didn't call you or email you. Most people see them.) Again, please let me know if your phone is not working or something. You should expect that data cable in the next few days. Have a great weekend! Sincerely, Cheryl Rutley From: Gary S. Gevisser [mailto:gevisser@pacbell.net] Sent: Friday, June 14, 2002 8:55 AM To: Rutley, Cheryl Subject: RE: cheryl-what is the telephone number for the phones...why not call me to check on things just to make sure I didnt get washed away in the surf but dont assume I am all washed up either? I think I was very clear with you as to why I bothered to come all the way into Mission Valley; my mission being two fold, one to walk out of there with a phone otherwise I could have simply done things with "Billy" over the phone saving us all what is surely now going to receive a mention in my book Manager Minute One. There is a further point, point #3, everything is in 3s with me. I am into playing hard as well as working hard; games all important, sporting games that is, not to be confused with head trips; those I leave for my girlfriend when we travel and we travel "quite a byte" [sic]. I suggest you make absolutely certain that the service you are putting me on gets up and running in short order and that you conitue to monitor that I am in fact getting the best possible deal you offer your most valued customer. Now if for any reason you dont consider me in the ranks of your "most valued customer" then all you need to do is tell me so along with an explanation of what it would take to become one. I am assuming you have checked out my website that remains under construction but there should be enough there for you to know that when I mean business I mean business. In that regard I will forward to you an email I sent a restaurant owner trying to make several points in one including that mountains start out small as in "mole holes" and if we dont pay attention to the moles on our skin they can turn deadly...balancing out the benefits of thick skins with the need to remain sensitive to one another is one of life's challenges. Take care, Gary From: Rutley, Cheryl [Cheryl.Rutley@Nextel.com] Sent: Thursday, June 13, 2002 4:11 PM To: 'Gary S. Gevisser' Subject: RE: Hi Gary! The phones were shipped directly from the warehouse, so I wasn't able to put a note in it. The data cable was shipped separately- will arrive within the next few days. Hope all is well! Cheryl From: Tschirren, Angi Sent: Thursday, June 13, 2002 4:09 PM To: 'Gary S. Gevisser' Cc: Rutley, Cheryl Subject: RE: Gary, I think it was Cheryl, wasn't it? The phones are shipped directly from the warehouse, so she wouldn't have the opportunity to include a note. She could help you with learning the phone. Cheryl, Could you give Gary a call? Thanks, Angi From: Tschirren, Angi [Angi.Tschirren@Nextel.com] Sent: Thursday, June 13, 2002 3:48 PM To: 'Gary S. Gevisser' Subject: RE: Sorry, I have not been able to reply until now as I have been in class. Anyway, to answer your question, the SIM pin is (4) zeros. From: Gary S. Gevisser [mailto:gevisser@pacbell.net] Sent: Thursday, June 13, 2002 2:23 PM To: Angi Tschirren Subject: Angi -- i managed to turn on the cell phone but it now asks for a pin number? I am not a very high tech person, much more into the high touch... Please help. gary From: Gary S. Gevisser [mailto:gevisser@pacbell.net] Sent: Thursday, June 13, 2002 1:45 PM To: Angi Tschirren Subject: Angi hi -- i got my telephones yesterday but i dont even know my telephone to mention little of there being no connection device to my computer... no note from the sales rep... dont know what i did with her business card otherwise i would email her directly... Hope all is well. Gary From: Gary S. Gevisser [gevisser@pacbell.net] Sent: Wednesday, June 12, 2002 7:22 AM To: Tschirren, Angi Subject: RE: Nextraterrestrial ...working backwards I have found helps keep things in perspective given how quick we are prone to forget.. but that is only one perspective that I subscribe to...it is all about multi-face-it-ted, tTOo faced made to look odd, the rest to embrace. I read very little, again it is all relative but I would be interested in your critic of the oz principle. I dont think I say anything that hasnt been said before; my "mentor" is pythagoras yet we have no record of any of his writings, in other words I try not to assume anything. I did buy a book the other as a result of my hairdresser recommending it, the four agreements, and to the credit of its author the cover said it all and i am told it is a best seller; proof positive that you can in fact not only tell a book by its cover but how success, especially financial success tends to add layer upon layer of bullshit until the butt is full to mention little of how easy it is to uncover folks by paying attention to their written word. It is rare that I praise someone just for what I hear because most often what one hears is out of context especially when listening in to others conversations. When however I hear competency combined with integrity to mention little of listening carefully to the needs of others it is hard for me to stay still, far different than when I hear nonsense, always trying to remember to convey even to the most outragious a way out, to take a deep breath which is best achieved while "standing still." I will forward to you a not so little email i sent a restaurant owner the day before yesterday after he intervened to help resolve a problem i had with the managers of his two restaurants. Come to think of it i dont remember telling him nor his managers that it was time to "stand still" let alone take a deep breath. I would very much like to get your input as we put our war-peace-perpetual machine into motion. Also I am a little dissapointed with the response from my saleslady at Nextel. I have yet to receive the equipment and you may recall my purpose for coming all the way to mission valley was to expedite the mission. I had first discussed my needs over the telephone with one of your reps by the name of billy who suggested that although he wouldnt earn a commission on the transaction the best way for me to get going immediately was to head south. So far all i have to show for my trouble was running into you which by the way more than makes up for the poor performance of that sales rep who simply proves out the rule that despite having the best of teachers not everyone listens as hard as they should...ipsofacto there is room to improve... competition is part of our nature, i.e. STABLE; you can dress them up but you cannot always take them out to the finest of restaurants, Pacifica Del Mar to boot. Gary From: Tschirren, Angi [mailto:Angi.Tschirren@Nextel.com] Sent: Saturday, June 08, 2002 1:38 PM To: 'gevisser@pacbell.net' Subject: Nextraterrestrial Gary, I wanted to thank you again for taking the time to talk with me the other day. I too, believe that most things happen for a reason. You have no idea, how timely our meeting was for me. I really needed your kind words and encouragement. Even the most positive attitude needs a 'booster shot' every once in awhile. Please know you boosted me when I needed it most. Anyway, I went on your site and wanted to share a few thoughts about it. The mission statement stirred many of them (thoughts). For many years I have been fighting the fight to help friends, family, aquaintances, employees, etc. understand that we are all responsible for the choices we make. And therefore we are accountable for the results of those choices. I say 'fighting the fight' because this task of sharing this belief can be quite a challenge... challenging, frustrating, and in many cases rewarding all at the same time. I must say it is so refreshing when I run accross tharare individuals who already share in the belief of this very basic concept. Especially when so many, are just as strong in the belief that they are victims of their circumstances. I'll leave it at that... but know, I could go on and on about this topic, as I am beyond passionate in this same belief. Have you ever read The Oz Principle? This book is about this very topic. I am in the process of reading it right now. It discusses this epidemic (lack of accountability) and how it affects society, and more specifically organizations. I am very interested in hearing more. I am very interested to find out how I may become more successful at sharing this 'grandiose' idea! Angi Tschirren Area Sales Training Manager San Diego, Las Vegas, Inland Empire Nextel: (619) 954-0999 iNext: 6-648-5865 <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> From: Tschirren, Angi [Angi.Tschirren@Nextel.com] Sent: Saturday, June 08, 2002 1:38 PM To: 'gevisser@pacbell.net' Subject: Nextraterrestrial Gary, I wanted to thank you again for taking the time to talk with me the other day. I too, believe that most things happen for a reason. You have no idea, how timely our meeting was for me. I really needed your kind words and encouragement. Even the most positive attitude needs a 'booster shot' every once in awhile. Please know you boosted me when I needed it most. Anyway, I went on your site and wanted to share a few thoughts about it. The mission statement stirred many of them (thoughts). For many years I have been fighting the fight to help friends, family, aquaintances, employees, etc. understand that we are all responsible for the choices we make. And therefore we are accountable for the results of those choices. I say 'fighting the fight' because this task of sharing this belief can be quite a challenge... challenging, frustrating, and in many cases rewarding all at the same time. I must say it is so refreshing when I run accross tharare individuals who already share in the belief of this very basic concept. Especially when so many, are just as strong in the belief that they are victims of their circumstances. I'll leave it at that... but know, I could go on and on about this topic, as I am beyond passionate in this same belief. Have you ever read The Oz Principle? This book is about this very topic. I am in the process of reading it right now. It discusses this epidemic (lack of accountability) and how it affects society, and more specifically organizations. I am very interested in hearing more. I am very interested to find out how I may become more successful at sharing this 'grandiose' idea! Angi Tschirren Area Sales Training Manager San Diego, Las Vegas, Inland Empire Nextel: (619) 954-0999 iNext: 6-648-5865 <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> <<...OLE_Obj...>> Next-I-tails for the hearing DNA those seeking empowerment 11