There’s A Delay, All Right, But It’s Not With The Trash
I work in the Tax Collector’s department for a municipality. For some reason, a lot of residents call us as if we are the switchboard operator. I try to keep a basic knowledge of some things going on, but for anything in more detail, I pass them on to the correct department.
Monday of this week was a holiday, and our offices were closed. Understandably, some residents are unsure if their trash will be picked up on the same day as a normal week or if it will be delayed because of the holiday. The major holidays usually cause a delay, but not the minor ones, like this week’s. According to the official calendar, this week is a normal week with no delay.
A resident calls us on the phone on Wednesday.
Me: “Collector’s Office, can I help you?”
Resident: “Hi. I know you guys had the day off on Monday because of the holiday. I was wondering what day my trash would be picked up. I live at [address]. Is there a delay because of the holiday?”
Me: “I’m not sure, but I know the calendar is online. Let me check that for you.” *Looks online* “Okay, so the calendar and the website both say that there is no delay this week. This is a normal week for trash pickup.”
Resident: “Okay, so I should put my trash out the day after I normally do?”
Me: “No. There is no delay. This is a normal week. Put your trash out on the normal day.”
Resident: “But there was a holiday this week.”
Me: “Right, but that did not affect the trash schedule. It is a normal week.”
Resident: “So, because of the Monday holiday, I’ll put my trash out the day after my day.”
Me: “No. Put your trash out on the same day that you do every week. There is not a delay because of the holiday.”
Resident: “So, what day should I put my trash out?”
Me: “What day do you normally put it out?
Resident: “Thursday.”
Me: “Then put your trash out tomorrow, on Thursday.”
Resident: “Shouldn’t I put it out on Friday because of the holiday?”
Me: “No. There is no delay this week. Put your trash out on Thursday.”
Resident: “Okay. I’ll put my trash out on Thursday. Thank you!” *Hangs up*
Thursday comes around, and the resident calls back.
Me: “Collector’s Office, can I help you?”
Resident: “Hi, I called yesterday, and I asked what day I should put my trash out. I live at [address]. They told me there was a delay, so I was going to put my trash out tomorrow, but the trash truck just came by. What’s going on?”
Me: “That was me you spoke to yesterday. I told you there was no delay and to put your trash out on your normal day.”
Resident: “Right. Normally, for a holiday, I would put it out on Friday.”
Me: “Okay, but I told you there was no delay this week because of the holiday. I told you to put your trash out on the same day you normally do every week.”
Resident: “My day is Thursday, so for a normal holiday, I put my trash out on Friday.”
Me: “Yes, but I told you there was no delay. I told you to put your trash out on Thursday.”
Resident: “But because of the holiday, I would normally put it out on Friday.”
Me: “That’s not a normal week, though. I told you to put it out on Thursday because it is a normal week this week.”
Resident: “Normally for a holiday, I put my trash out on Friday. The trash truck already came by today, so I missed it. What are you guys doing down there?”
Me: “There was no delay this week for trash pickup. I told you to put your trash out on Thursday.”
Resident: “So, you’re saying I have to double up next week?”
Me: “I guess so.”
Resident: “Ridiculous. What are you guys doing down there?” *Hangs up*
My manager is standing near my desk as I summarize the call with a coworker, and she tells me she’d rather we just transfer calls when people ask for information not in our department. So much for trying to help, but I understand.
A couple of minutes later, the resident calls back.
Me: “Collector’s Office, can I help you?”
Resident: “I called yesterday and asked about trash pickup. I don’t think I talked to you. Anyway, they told me there was a delay because of the holiday, but the trash truck already came by. What’s going on down there?”
Me: “It was me you talked to, but let me transfer you to the Health Department.”
I transfer him. Maybe an hour later, the resident comes into the office. Fortunately, my newer coworker gets up to help him.
Resident: “I called on the phone about trash pickup. They already picked up my street, but the person on the phone said there was supposed to be a delay. What’s going on down here?”
Coworker: “Ummm, let me ask…”
Me: “You need to speak with the health department. Go back down the ramp and turn left down the long hallway. They’re all the way at the end.”
The resident then started speaking in hushed tones with my coworker. Something about trees. It went on for several minutes with my coworker nodding and shrugging. I heard the word “Black” at the end. Finally, he left.
Apparently, he was ranting about an incident with a tree that fell on his property years ago; he thought the town should take care of it but, either they never did or they didn’t do well enough. Then, he threw in, “If I were Black, the town would bend over backward to help me,” so I’m thinking it’s not just a lack of listening on his end.
