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On Sunny Lane: Hold On


I made a phone call to a national company to place an order the other day.

It was the first time I had dealt with this company, so I got out all of the appropriate cards and information and placed them on the table. I put the cell phone on speaker and brought up the keypad. I was ready.

As usual, when I call a business, I get a recording that would direct my call to the appropriate department. As usual, the recording said, "Please listen carefully, as our options have changed." I didn't know if they had changed or not, since I had never called before, so I made my choice and hung on. Besides, I think they just say that to make sure you listen carefully.

As usual, the recording said, "Please hold, as we are experiencing an unusually high volume of calls." My own opinion is that they are always experiencing an unusually high volume of calls. Which makes it usual. Why don't they just say that? Besides, I think they just say that so a person will continue to hold. It was either hold on or call back and start over from scratch. I was in it for the long haul. I certainly didn't want to start over.

Well, being on hold was no problem. In addition to pertinent information, I had assembled a few items to keep me amused while I waited. So, I processed two-days' worth of mail, did the Wonder Word in the newspaper and fouled up a six-star Sudoku.

At the end of 10 minutes, though, I could envision Mrs. Wiggins, from the Carol Burnett Show, casually filing her fingernails while the telephone rang. Surely, that wasn't true in this case.

Finally, after 20 minutes, Claudia came on the line. She was very friendly, courteous and knowledgeable. She processed my order and answered my questions. There was one question that she couldn't answer, however, so she had to ask a supervisor.

That meant she had to put me on hold again! Well, that was all right. I had dishes to wash. Since we were on speaker phone, I could hear her when she came back on the line. And come on the line she did--every 15 seconds. She said, "Sorry about the wait. We will be with you shortly." I guess it was as good as listening to elevator music or some kind of cacophony that masquerades as music.

After another 20 minutes, I had finished washing the dishes and was looking for something else to do, when she came back on the line with her supervisor. He, too, was friendly, courteous and knowledgeable. The matter was resolved in no time.

I'm glad I didn't get all bent out of shape about waiting. After all, it gave me the opportunity to catch up on a few little side jobs that I might have ignored or postponed otherwise. And, given the time that was spent on my concerns, I could understand why I had to wait for others.

I guess the old saying may be true, "Good things come to those who wait." Usually, anyway.

 

Dorothy is the author of two books—“Miles and Miracles” and “Getting It All Together “. You can purchase a book or send a comment by emailing her at dorothybutzknight@gmail.com


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