Lack Of Common Sense Can Get you Fired
(We monitor intruder and fire/smoke alarms. After activation, all fire/smoke alarms need to be manually restored by a user code.)
Me: “Hello, this is [My Name] from [Company] calling. Am I speaking with [Customer]?”
Customer: “Yes.”
Me: “We had a smoke alarm activation earlier today, and as per the instructions on your file we advised the fire service to attend. They found nothing wrong, but I’m calling to advise you that the smoke alarm needs to be reset.”
Customer: “You had a smoke alarm?”
Me: “That’s right.”
Customer: “And you sent the fire service?”
Me: “That’s right.”
Customer: “What the h*** did you do that for?”
Me: “Because those are the instructions we have on file, sir.”
Customer: “You should have sent a patrol! This is ridiculous!”
(Note that standard patrol response time is around 45 minutes, depending on various factors including traffic.)
Me: “Sir, if there was a confirmed fire on site, there wouldn’t be much a patrol could do.”
Customer: “They could have called the fire service!”
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