New phone, who dis?
My duties as a "phone operator" at my job are held in kind of an overflow capacity - i.e. if others are busy/unavailable, then it's my turn to pick up. So Yesterday, I took one such phone call in the afternoon. It started out pretty normal, and I answered the phone with my standard greeting: "This is [ name of business ], how can I help you?" The gentleman on the other end of the line thanked me for taking his call (usually a red flag for an impending sales pitch), and then abruptly launched into his entire family history. His father got sick and passed away about a year ago. They had mended their relationship some in that time while his dad was still alive, but there are still some unresolved feelings he would like to work through. It's been an especially difficult time... On and on he went; I couldn't have gotten a word in edgewise if I'd wanted to. At first, I gave him the benefit of the doubt and waited as I tried to connect the dots between what...