Ah Forget IT

| Working | May 22, 2017

(We are having a very big sale day, I notice a message to call our IT help desk if a specific problem comes up. One of our assistants is having trouble with a customer’s sale. She calls me over.)

Coworker: “[My Name], I can’t get this coupon to work.”

Me: “That’s right, I’ll have to call help desk for this one” *to the customer* “I’m sorry, but I’ll be right back with you.”

(The customer is very patient, but her toddler is not and starts screaming. I call IT but get no answer. I try again and again.)

Me: “I’m sorry, but I have to go check the number. It doesn’t seem to be working.”

Customer: *still patient* “That’s okay.” *she is still trying to placate her child*

(I find the number is right and call it again finally getting a recorded message to leave a message and they will call me back.)

Me: “Well, that’s a lot of help, I’m sorry but I can’t let you wait longer so I’ll just do it my way.” *I give the customer a discount to match her coupon; she thanks me and leaves.*

(Almost 20 minutes later IT finally rings back. I explain what I did.)

IT: “What? You shouldn’t have done it that way. There was a specific way to do it. You should have waited for us to call back.”

Me: “The customer had already waited for 10 minutes with a screaming child and was starting to get upset. There was no way I was going to make her wait any longer. I called you 20 minutes ago so I took the INITIATIVE and did it that way or she would have walked out and not bought anything.”

IT: *not used to being stood up to* “Oh, uh, um… You did the right thing, then.” *after a few moments pause* “Do you want me to tell you the right way?”

Me: “Yeah, that would be nice.”

(They explained a very simple fix — one that they could have explained in about 10 words on the original message.)

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