Dear Home Office:
Today has been a charming day with you folks. Like a relationship, we have our ups and downs. Some days you save my butt- some you send back all my paperwork, razz me and my clients, and make calls about things that confuse the h*ll out of me.
Today was the latter.
You called me today to tell me that if I didn't send you proof in writing that checks needed to be held, you'd send the checks out, nearly $10k out of a lady's retirement account, that may or may not be necessary.
So I freaked out and told my manager, told her I'd get to the bottom of this, as, conveniently, my system is down.
This client has gotten the run-around already. She asked for that $10k a couple weeks ago, but misspoke, asking that it be sent as a check, not put into her checking account. I was sweating bullets telling her it would take 7-10 days for her to get that check because she misspoke. I even offered to hold the checks and do all new paperwork to transfer that money as she wanted, but she was blessedly patient and understanding, said the 7-10 days was fine, but she had to buy a car and the dealership was breathing down her neck, waiting for their money.
So for you, home office, to call me today telling me that "If you don't get proof in writing that the checks need to be held, you'll send them out" I nearly sh*t a brick. That implied the poor woman didn't get her money. It implied a load of trouble for her and the dealership.
Yes, I did my job, called you back, left you a message (yay for time zone differences...) and then bit the bullet to call our client, knowing she'd be p*ssed if she didn't get her money.
As luck would have it, she thanked and thanked me, told me the checks had been overnighted apparently, and her new car was everything she needed, my service was amazing, and she didn't have to worry about the dealership being upset with her.
I pulled my jaw up off the floor and told her she was very welcome- if we could do anything else for her, she needn't hesitate to ask- and we ended our discussion.
...that leaves me with a serious discussion for you, Home Office- wtf? Why do you still think you're processing this paperwork if you clearly already have?
But you know what? As long as our client got her money when she needed it and is happy, that's all that matters. All this behind-the-scenes stuff will come out in the wash. What's important is a) she's happy, b) our expedient service looked incredibly fast c) I'm not under the gun.
I'll talk to you tomorrow. ...one of you.
~rep#468000