Being Relatively Unhelpful

I have worked at the company for a little under twenty years. While I did start as a secretary, I have moved up to a commercial project manager and designer. However, due to how small our company is, I still answer the phones as a secretary. The owner/president will also be a secretary sometimes.

My boss, the owner, has told me to screen all calls to him early on. This is due to the company name being the same as his name, so everyone asks for my boss. This is so he doesn’t get scams or junk calls.

Me: “Hello, [Company] Office. How may I help you?

Caller: “Yes, I like to speak to Mr. [Boss], please.”

Me: “Sure, but first, could I take down some information on the purpose of the call?”

Caller: “Just tell him [Caller] is on the phone.”

We have at least three other clients with that name; however, I have never heard this voice before.

Me: “I’m sorry, I need more information as we have others with the same name. What type of job is this in reference to?”

Caller: “Just tell him that [Caller] is on the phone. He knows who I am.”

At this point, I think he is a scammer as this is a very common way to get past me.

Me: “I’m sorry, sir, but we have at least three other clients at our office with the same name. I would need a job number or name of the job site.”

Caller: “The job number is 123456. Just tell him [Caller] is on the phone.”

Me: “I’m sorry, but without the information, I cannot pass you over to him.”

Caller: “So, I can’t speak to him? I need to talk with him. This is urgent.”

He is starting to get angry at me.

Me: “Sir, I’m sorry, but you can’t speak to him.”

At this point, because he hasn’t given me anything, I refuse to let him speak to my boss. This goes on for another minute before he gets the message.

Caller: “Fine. Bye.” 

He hangs up the phone. I think nothing of it until a week later when my boss comes over to me. 

Boss: “Did a [Caller] call?”

Me: “Maybe? Which one?”

Boss: “[Caller’s Full Name].”

Me: “That name doesn’t ring a bell.”

Boss: “Well, [Caller] is my sister-in-law’s husband. He said he tried to call the office to say that his wife is in the hospital. He spoke to you and said you were nasty to him and didn’t let him talk to me.”

I explain what happened and how [Caller] refused to say anything other than his name.

Boss: “Don’t worry too much about it. You did what I pay you to do.”

Me: “If he said he was a relative, then you know I would let the phone go right to you.”

My boss admitted that his relative most likely didn’t give enough information to pass him through as he is blunt and to the point.