Knowing When

as in: Knowing when to say what you’re thinking, and when not to.

Call center operator

I called 6 times before an actually person picked up. The message I received the first five times indicated I had called outside of business hours.

Business hours began at 8 am. I started calling at 8 am.

I cannot tell you how ready I was to lay into this unwitting employee when she finally answered the phone. A variety of versions of the script was rolling through my head.

Even so, that was secondary. What really mattered was the point of the call: getting a medication question answered for someone important to me.

The person who answered, as it turns out, was incredibly helpful and understanding not only in helping me solve the problem, but also in helping me understand the problem.

So much so, in fact, I decided not to bother with my lecture about being available to answer the phones the very second posted business hours begin.

Punctuality is a pet peeve of mine, and leaving an answering service on 4 minutes into the work day is not a good business practice.

Taking really good care of customers (or patients, or congregants, or visitors) IS a good business practice. It’s more important than punctuality.

Had I begun the conversation with rage, frustration, anger, condescension, it could have derailed the purpose of the call.

I think it is also a metaphor. Our denomination, the United Methodist Church, is on the precipice of division. Incivility dominates our denomination at least as much as the culture around us.

At least some of this, I believe, is because we don’t let less important things go in favor of more important things.  We are all sometimes Martha, and distracted by too things. (Luke 10:38-42.

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