My, Aren’t We Feeling Entitled Today?, Part 7

I work for a municipality. I used to work full-time for [Department #1] for several years, but in the past year and a half, I switched to half of my time in [Department #1] and half of my time in [Department #2]. They needed the help after firing someone right before the health crisis closed everything down and a hiring freeze was put in effect.

There have been a few rifts between the two departments when I have worked in one department and done a small task for the other department, so now I’m trying to keep hard lines between the two.

On this day, Friday, I am in [Department #2] and am currently helping a customer of my own. The door opens and another resident barges in.

Resident: “Where do I pay my bill?”

Me: “You pay your bill across the hall in [Department #1].”

Resident: “She’s on the phone. Is there anyone else in there?”

Me: “I believe she is alone today.”

Resident: “I need to pay my bill! Can you help me?”

Me: “I’m with someone right now. I’m afraid you’re going to have to wait until she is off the phone.”

Resident: “Hrmph!”

She slams the door shut and stomps across the hall. About a minute later, she bursts through the door.

Resident: “Can someone else help me? She’s still on the phone!”

Me: “I’m sorry, she’s by herself, and I’m with someone right now. Unfortunately, you’re going to have to wait until she gets off the phone.”

Resident: “Can’t she just put them on hold? She has a customer waiting! Customers in person should be priority!”

Me: “It sounds like she was on the phone before you walked in. I’m sure she’ll help you as soon as she finishes with the phone call.”

Resident: “But I have a very important phone call to make! I can’t wait for her all day!”

Me: “I understand, but she’s on the phone. She shouldn’t be too long.”

Resident: “Gah!”

She slams the door shut and stomps off again.

I’ve finally finished with my customer. The resident comes barging in again.

Resident: “She’s not even looking at me!”

Me: “Maybe she doesn’t see you? There’s a glare on the window, and if she’s on the phone, she’s probably concentrating on helping the person on the other end of the line.”

Resident: “I don’t understand why she can’t call them back later! I have a very important phone call to make! I can’t stand around!”

Me: “You’re welcome to put the payment through the window or in the drop box.”

Resident: “No! I want a stamped receipt!”

Me: “Okay, then you’re going to have to wait.”

Resident: “I have to make a phone call!”

Me: “The bill isn’t due until Monday. Can you come back then? We are open [hours].”

Resident: “Monday? Fine.” 

She storms out of the building.

My manager emerges from her office at this point.

Manager: “Wow. How rude! Expecting her to put the other customer on hold?”

Me: “I know. I almost expected a ‘Do you know who I am?’ response.”

Manager: “I was going to tell you that you could go help since she was on the phone, but since she was so rude, I was glad you stood your ground.”

I do try to be nice and help people when I can, even if it’s not one of my duties, but I won’t go out of my way if you’re rude.

Related:
My, Aren’t We Feeling Entitled Today?, Part 6
My, Aren’t We Feeling Entitled Today?, Part 5
My, Aren’t We Feeling Entitled Today?, Part 4
My, Aren’t We Feeling Entitled Today?, Part 3
My, Aren’t We Feeling Entitled Today?, Part 2