No Means No And Stop Means Stop

Me: “Hello, thank you for calling [Quilt Store]. How can I help you?”

Customer: “Hi, I wanted to check on the status of my sewing machine in for repair.”

Me: “Sure, let me get your name and look that up.” *Pauses* “Okay, looks like it’s done! Come in whenever and pick it up.”

Customer: *Nastily* “So if it’s done, why wasn’t I notified?”

Me: “I do have a note here saying that you requested a text. The note says that we texted you and that you replied ‘STOP’.”

We do not have an automated text system, so a human would have written the note, and I bet it was pretty human-sounding!

Customer: “Oh, if they texted, I would have assumed it was spam. I was expecting a call.”

Me: “Yes, normally, our technicians make calls, but as you requested a text, they texted. Do you recall requesting a text?”

Customer: “Yes, I was driving to the coast last week. I wanted them to text so that I could check my messages at rest stops.”

Me: “…”

Me: “Okay, so per your request, we texted you. You replied ‘STOP’, so we did not text again. Is there anything else I can help you with?”

There was not.