I work in a call center of sorts for a large local business in Hawaii. My department handles internal calls for the most part, so employees at our various locations will call if they need assistance with their security systems. Occasionally, we also deal with vendors arriving after hours, such as cleaners and delivery personnel.
One night, I get a call from one of the janitorial contractors.
Janitor: “Hello? I cannot get into the door.”
Me: “The door? You are referring to the front door that enters the lobby?”
Janitor: “Yes.”
Me: “Okay, what location?”
The janitor gives me the location, and I look at what I have on my side. Once I verify his identity against the list of authorized individuals, I speak to him again.
Me: “So, you are having trouble with the front door that enters the location from the street?”
Janitor: “Yes.”
Me: “Do you have your keys?”
Janitor: “Yes.”
Me: “Okay, and the key won’t let you into the location?”
Janitor: “Yes.”
I run through my emails. The bad part is that it is a Friday before a long weekend, so if the janitor can’t get into the location, the trash from the business day will be sitting until Tuesday.
I ask my shift partner to reach out to the manager and see if they have, for some reason, changed their locks without telling us.
Me: “Hold on, we’re contacting the management. Are you outside right now?”
Janitor: “Yes.”
Finally, I find a notation in my email about a keypad door lock that has been replaced inside the location, between the main lobby and the employee area, though this is a door from an internal space to an internal space.
Me: “Just to clarify, you can’t get into the front door of the location, as in the door from the sidewalk outside into the interior lobby?”
Janitor: “Yes.”
Me: “You are outside.”
Janitor: “Yes.”
Coworker: “Hey, they say they never changed the lock for outside. They only got one new lock on the inside for the kitchen and that.”
Me: “Are you looking at a keyhole in a door or a keypad with numbers?”
Janitor: “Yes, it has numbers, keypad, I cannot get into the kitchen to clean.”
There was a solid beat.
Me: “So, you are inside the location and can’t get into the back?”
Janitor: “Yes.”
Me: “So, you aren’t outside?”
Janitor: “Yes.”
Me: “So, you were able to get into the front door when you arrived, from the sidewalk to the lobby.”
Janitor: “Yes.”
Me: “Just… just… clean where you can, and we’ll get you a new code for the keypad on Tuesday.”
Janitor: “Okay! I do thank you, boss!”
The line dies.
Coworker: “Are you okay?”
Me: “Yes.”