So the day had come. Saturday. Super Bowl Saturday, and RooterPLUS was going to make someone's day memorable. (This is where you read the last blog from last last week) The weather was good and I had a great crew ready to give away their Saturday just to do something nice. And then it got weird…
My dispatcher called the customer, who we had been in contact with throughout the week, to let her know that we were coming out to her house, free of charge, to try to find a 100 year old family ring at the bottom of her 1000 gallon septic tank. She said no. Not a pleasant "no thank you, I am very busy today" but a "I don't want you on my property NO!!" My call taker thanked her for her time and told her if there was anything that we could do to call us. She then called my cell phone and relayed the message.
I was dumbfounded. This woman had thanked me personally several times and said that our company had really taken care of her in a time of need. I had to call to find out what was going on. So I logged on my laptop and pulled her number from the database. Then I called. She proceeded to tell me that her neighbor told her that we had probably taken the ring the first time we were out there. According to the neighbor, who now had absolutely convinced this elderly woman that he was correct, the ring could not have made it to the septic tank and that my tech had stolen it and sold it, and that was the reason that we were coming to her house to "try to find it for free". We had already made our money off the sale of the ring, and that nobody would offer to come out for free and spend all day searching through sewage to help somebody out.
Wow! I very rarely find myself speechless, but I was. I politely told her that was not the case and that both individuals and companies alike often times do things out of the kindness of their heart. I then wished her a great weekend and said goodbye.
Maybe she will call back and maybe she won't. It made me sad, but I quickly rethought the entire situation and fell back on the actions of my employees. They were willing to give up their time to do the right thing. Sometimes it is the thought that counts…