The woman whose birthday it is
– whose birthday it was –
stares at me through glasses
so broad and thick
it’s like she’s studying me
through a diver’s mask
flooded with brine.
‘I just don’t understand
why the communication is so bad’ she says.
‘Not just bad – I mean – terrible.
laughably terrible. Insane.’
Does no-one ever pick up a phone?
Does no-one ever speak?’
‘I’m so sorry you’ve had a bad experience,’ I say
slowly sliding a leaflet
from the back of the folder.
The woman narrows her eyes
a focusing of disdain
so fierce it would cauterise meat
‘but maybe this might help…’
‘What’s that?’ she says.
‘So – once a month we run this Friends and Family test.
Don’t worry. It only takes a second to complete
And what it is – it’s a way of finding out
what people really think of the service.
Now – funnily enough – I had a conversation
with one of my colleagues about it
first thing this morning
when they were handing them out.
Me? I said it was a good idea
you know – getting a snapshot of what people thought
but maybe this wasn’t the way to go about it.’
‘No?’
‘No. Because this way you’re going to suffer from
Confirmation Bias. It’s human nature.
You’re more likely to ask those people
who had a good experience
because you won’t want to antagonise
the ones that hadn’t
even though their views
would actually be more helpful.
People tend to be happy in much the same way
They’ll say Yeah…No… It was okay.
all very non-specific.
Either because they actually DID
think it was okay but can’t elaborate,
or because – consciously or otherwise –
they don’t want to stir things up
and nix the prospect of any
help in the future
– even though we do stress
these questionnaires are completely anonymous
and you’re perfectly free to say
whatever you like.
So my argument was – there’s a psychology
behind the whole thing
that means the results will always be skewed towards
the happy people, who’ll be over-represented in the figures.
Because if someone’s angry about something
you’re unlikely to want to extend the experience
for them or for you.
It’s just too uncomfortable.
It’s only natural.
You’d just want to get the hell out of there.
But this friend of mine,
he said that’s why he makes a point
ONLY to test the unhappy people
to balance the whole thing out
and – well – because he’s a bit like that anyway
you know? Contrary.
Do you see what I’m saying?’
‘I know perfectly well what you’re saying,’ says the woman
pushing her glasses up her nose
with a finger on-point as a nail-gun
‘It’s what I do for a living.’
‘What? Customer surveys?’
‘Yes.’
‘Oh’
And you know what I think?’
‘What?’
‘It’s bullshit.’


What happened was, I’d taken Lola for her morning walk. Not the usual spot – a place I stopped going to a while back for no real reason I can think of. I’d met these particular horses before (nailing the I only have one story about horses lie, right there). I knew they were inquisitive – downright nosey, actually – were good with dogs, basically safe, so far as I could tell, although there was no way I’d ever be persuaded to walk at the kicking end, which is basically north and south. I was excited to see that the dew pond at the top of the field was full of water. I’d only ever seen it like that once before, and now that I was into taking pictures, I could see there might be some interesting tree-reflection shots to be had. The dew pond is where the horses hang out, though. Mostly. They have a tumbledown shelter way the other side of the field, but I can’t tell you much about that. I can’t even tell you who owns the horses. Maybe no-one. Maybe they’re a bunch of horse outlaws – or horselaws – and now that I think that I can never go there again.
Still – this morning I was prepared to take my chances. I slid down the bank of the pond and was busy taking pictures when I noticed the horses emerging from the gloom and heading straight for me. As usual they were led by the solidly built piebald who seemed to be the leader, the others tagging along behind in a shiftless kind of way, looking like they’d rather be anything other than a horse. I didn’t want to get nosed into the water, so I climbed back up the bank to meet them. I thought bowing my head and holding my hand out would be the sensible thing to do. They’d see I had humility, respect, and allow me to journey on peacefully through their realm. The piebald was pretty dismissive, though. She sniffed my hand – seemed aggrieved there was nothing in it – nosed my arm to the side and went straight for the pockets, maybe thinking I’d simply forgotten to take out whatever deliciousness I had to be carrying, or why else would I be there? It was like being patted-down by a weary cop, and a little unnerving. Trying to stay calm, I decided to retreat, walking as neutrally as I could to the nearest gate. The horses all followed me in a line, the piebald in front – natch – the others behind. I said some bland and vaguely placatory stuff, like good girl and thank you for escorting me to the gate…. any moment expecting to be beaten to the ground and hooved into a horrifying mash that some other dog walker would come across, and scream, and bite their knuckle, and all the crows in
the elm would fly up, the piebald grinning maliciously from the tumbledown shelter way the other side of the field. I made the gate in one piece, though, and braver once the other side of it, offered my hand again by way of apology. The piebald let me ruffle her awful mane some, then as if that wasn’t enough, began rubbing her enormous skull on the post that stood between us, I suppose to emphasise how big and ornery her skull was, that she could knock this post down and get to me if she wanted, and to please bear all this in mind if ever I dared to think I could visit the dew pond with nothing more interesting to offer than a dog and an iPhone 5s.