On Monday I had a very slight run-in with a creditor who called looking for $39 that I owe Banana Republic. Ordinarily I don't even pick up the phone if I don't recognize the number on the Caller ID or if it just says UNAVAILABLE or OUT OF AREA. But for some reason I was in the mood to pick up the phone on Monday, without even checking to see who was calling. When this cretin called looking for $39, I could just tell it was going to be trouble.
"Trouble" because of his attitude. Not mine. He just started off with the standard monotone/drone bullshit, using my name several times so I'd feel like I was "special" enough for him to address me in such a lighthearted, familiar/personal manner. Then he started in on the Real Reason for his call. And that's where his Mr. Familiarity schpiel ended.
My account, he said, was 24 days overdue. I owed $39. I should pay immediately to avoid a $25 surcharge for late payment. I could pay right then, at that very second, before I even took another breath. It was that simple. I could pay right then. I could pay right then. All I had to do was give him tracking information from a personal check. I could and should pay right then. Right then.
I told him I never received the bill, which was not a lie. It was then that he got all snippy with me. "Uh HUH," he said. "Mmm HMM."
"Don't get all ACCUSATORY with ME," I shot back. "I told you I didn't get the bill, and I didn't get the bill. Please send me another bill for my records."
"It was mailed at the beginning of June," he said.
"I understand that," I said, ever so calmly, in my best Hannibal Lechter scary-calm voice. "I never received it. Send me another bill for my records. OK?"
"If you make payment right now, you won't be charged $25."
"I do not have my checkbook here," I said. "I will call the person who has my checkbook and arrange for payment to be made."
"Who has the checkbook?" he had the gall to ask.
This was the one moment that I could kick myself for. It was no big deal, but I could still kick myself.
"My boyfriend does." Why did I have to tell him that? Was it any of his fucking business? "I will call him and have him make arrangements to pay today."
"He has the checkbook and will make payment?"
"As I just TOLD you, YES," I said. "I will make arrangements to have it paid today. Didn't I just say that?"
At this point I could hear the blood pounding in my ears. I started to literally see red. I wanted to start stringing together all sorts of fun words to create new curses, because the old standards (cocksucker, asshole, motherfucking son of a bitch) just wouldn't do. Instead, I chose to piss him off by being "nice".
You should hear me do "nice". It's really disgusting. I don't know if it sounds as fake as I know it is. I don't think it does. However, if you know me at all in so-called real life, you know that when I decide to go into "nice" mode, it's a sure sign that there's fun a-brewin'.
"Sure!" I said, grinning broadly so it would come across in my voice. I pictured myself in a floral dress, sitting on a swing on a veranda somewhere in the South, sipping iced tea in a pretty glass, complete with a fresh mint leaf and clinking ice cubes. "But would you please be so kind as to send me another copy of the bill for my records? I like to, y'know, keep my records up-to-date and complete in case there's ever a question about payment."
"If you pay today you won't be charged $25," he said, actually sounding even more disturbed.
"That's great! Thank you!" I said, with what I think was a touch of a Southern drawl. (Just a touch.) "Fantastic. I'll make sure it's paid today!"
"Today. $39," he said. "Payment must be made TODAY."
"Sure! Yep! As soon as I get off the phone!" (Yes, all exclamation points were practically visible.)
"Hrmph," he mumbled. "Thank you and have a nice day."
"Oh, you do the same!" I said, still grinning maniacally. "Have a fantastic day!"
He hung up with a huffy click. And I'm sure he continued to scribble the word BITCH all over a little tablet in his pathetic cubicle, the way he no doubt was doing for the duration of our enervating exchange.
I gently depressed the "off" button on the receiver, set it back on my desk, and only then did I let loose a string of the most adorable expletives you'd ever want to hear. Like those snap-together beads that toddlers play with, but even more colorful.
All that fun for just $39 (with no $25 surcharge!). And I didn't even have to leave the house!
Nice.
fresh-baked at 11:20 PMway to go Joey! kill 'em with kindness you sweet ol' thing you! proud of ya!
Offered by: mamanita on July 9, 2002 9:30 PMPeter, I think I could use you as my personal assistant. Any interest? Please forward your résumé at your earliest convenience!
Offered by: Jodi on July 5, 2002 3:15 PM"Look, what's your name?"
"Tom."
"Is that your real name or your customer service name?"
"Real name. Now about the $39..."
"Here's the deal. You can apply these service charges or you can wave them. If you wave them, I'll continue to shop at Banana Republic. I'll probably spend over $1000 in the next year or two. In that $1000, Banana Republic's net profit will be almost $100. If you don;t wave them I will never shop there again and I will tell all of my friends and family not to shop there. That could mean thousands in net profit.
Now, you can make your $25 today or risk it all for the chance to make $100.
Tom, do you have the authority to make this choice?"
Tiffany:
There is a special place. It's down on Level Seven and a Half, third door on the right. Most of the people assigned there don't mind the low ceiling, because they're less than half a person anyway. The terrible part is that, no matter what phone number they dial, they always get Boo Boo.
Offered by: Don on July 4, 2002 3:32 PMI already knew how obnoxious collection creeps could be, although your story certainly made it entertaining, Jodi. What I didn't know was that you girls were up blogging at 2 o'clock in the morning! I had no idea that the world went on after 11! :)
Offered by: Jennifer on July 4, 2002 1:38 PMWow, reading this was like reading a page out of my journal. Except, if I were the one having the conversation, the first few minutes would consist of me spluttering in anger. The acting-nice thing, though-- I do that all the time. Nothing ticks people off more than being condescendingly nice. It's the verbal equivalent of kneeling down and patting them on the head.
Offered by: Elise on July 4, 2002 12:55 PMBeing "nice" is one of the all-time greatest ways to REALLY get on people's nerves. Whenever I'm on the road, and someone's clearly irritated with me, I like to put on the biggest smile I can muster and wave vigorously to them. Way to go, Jodi!
Offered by: aaron on July 4, 2002 11:18 AMPeople who make their livings by disturbing other people in their homes are the lowest form of scum in the business world. How can you live with yourself when you spend your day calling people to threaten them if they don't give you money or trying to sell them some schlocky merchandise or service that they don't want and don't need.
Not that I have any strong opinions on the subject or anything.
Offered by: Kim on July 4, 2002 11:15 AMI've had fun with such people before. One of these days I'll do my telemarketing spiel.
Is Miss Lawrence going to let me move from the back row yet? ::plops an apple on her desk:: I'll even clean the erasers for a week!
Offered by: Scott on July 4, 2002 11:07 AMUhhh ... Tess? Kelly? Don't you know that "yaya" is a four-letter word of which I do not approve? I will not tolerate that kind of language here!
Offered by: Jodi on July 4, 2002 10:17 AMI've always wanted to do a 'Tom Mabe' on those telemarketers/creditors - but never able to do it... my boss the other day picked up a creditor call at my work that was for me - I was out of the office, and he's a cool guy so it's no big deal... It went kinda like this:
Boss: "This is Les..."
Creditor: "We're caling about the payment on your mountaineer, when do you plan on making it?"
Boss: "Mountaineer? What Mountaineer? "
C: "Ummm... The 1999 Mountaineer you purchased last year?"
B: "I don't know what Mountaineer you mean"
C: "This is Les, right? "
And it continued like that for a few minutes... I Wish i could recall it all it was quite funny! but you get the gist of it
Offered by: Zaldor on July 4, 2002 3:46 AMYou know... when you mentioned southern drawl I couldn't help but think you might enjoy the movie "The Divine Secrets of the Ya Ya Sisterhood"....
Offered by: Tess on July 4, 2002 2:01 AMTiffany, this is one of the milder customer disservice scenarios in which I've ever been involved. My favorite situations involve me sort of scolding the "representatives" and/or asking to speak to their supervisors.
Offered by: Jodi on July 4, 2002 1:00 AMSounds like we had really similiar encounters today. There should be a special place in Hell for customer service/collectors/telemarketers/solicitors.
Offered by: Tiffany on July 3, 2002 11:30 PM





