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This happened years ago, before I learned never EVER to pick up the phone after 5:00 PM.*
My direct line rang just after 5:00 PM ET (GMT -5:00)(probably because she started dialing random people in the hopes of "getting someone"). I foolishly picked it up and it was a woman looking for tech support on a product we started carrying after merging with our main competitor (this competitor was in Central Time (GMT -6:00) before the merge (which might explain why she thought we were open. Support for that product was (and still is) provided by Darlene, who used to co-own the other company. Darlene had gone home for the day. Here is pretty much how the convo went as far as I can recall. Keep in mind that she was using the most patronizing tone of voice you can imagine:
Me: I'm sorry, but we don't take new tech support calls after 4:45 PM. Would you like to leave a voice mail or call back tomorrow. We open at 9:00 AM eastern time.
SC: Is Darlene still supporting [product]?
Me: Yes. Would you like her voice mail?
SC: Is she still there? She knows me. She'll help me.
Me: She's gone home for the day. We are closed right now.
SC: What time do you close?
Me: We close at 5:00 PM eastern time.
SC: Well. It's only 2:00 PM here and I have to get this project done.
Me: I understand, but we are closed. You can leave a message or you can call back tomorrow. Darlene will be in at 9:00.
SC: I'll call her at home. We're good friends. She'll help me.
Me: Uh.
SC: Give me her home number.
Me: I'm afraid I can't give our employees' home numbers.
SC: You don't understand. She's a good friend. She won't mind.
Me: I still can't do that.
SC: Why not?
Me: It's for privacy reasons.
SC: I just told you. I'm an old friend. She's going to want to help me.
Me: I tell you what. I'll call her at home and let her know you called. Can you give me your number?
SC: I don't understand why you're making this so complicated. It's xxx-xxx-xxxx.
Me: OK. I'll get back to you in a few minutes.
SC: Please hurry. I have a deadline.
So I called Darlene. Wouldn't you know? She knew the lady. It wasn't so much a friendship thing as a God-not-HER-again-won't-she-stop-bugging-us thing.
Anyway, Darlene was in the middle of making dinner so I offered to call the lady back and let her know that Darlene would call her in the morning. I didn't expect it to go well.
Me: I'm afraid Darlene is unable to take your call this evening. She'll be able to call you tomorrow.
SC: What! It's not even 3:00! Is there somebody else who can help me?
Me: Everyone has gone home. As I said, it's after 5:00 PM here and we are closed. Darlene will call you tomorrow.
SC: Well, it's NOT 5:00 PM here!
Me: Our business hours are...
SC: Fine! Darlene better call me first thing! I'm missing my deadline, you know.
Me: All right. I'll let her know.
SC: I mean it!
Me: OK. Have a good evening.
And I managed to hang up before she could restart the cycle.
So I left a message summarizing the unpleasantness and telling Darlene to be sure to call her FIRST THING.
The next morning:
Me: Darlene, did you get my note?
Darlene: Yeah. But I was going to wait a bit. It's 6:00 AM there.
Me: She was very specific. She wanted you to call her FIRST THING.
Darlene: Oh! You're right. I can't let an old friend down, can I?
Woke the bitch up.
My direct line rang just after 5:00 PM ET (GMT -5:00)(probably because she started dialing random people in the hopes of "getting someone"). I foolishly picked it up and it was a woman looking for tech support on a product we started carrying after merging with our main competitor (this competitor was in Central Time (GMT -6:00) before the merge (which might explain why she thought we were open. Support for that product was (and still is) provided by Darlene, who used to co-own the other company. Darlene had gone home for the day. Here is pretty much how the convo went as far as I can recall. Keep in mind that she was using the most patronizing tone of voice you can imagine:
Me: I'm sorry, but we don't take new tech support calls after 4:45 PM. Would you like to leave a voice mail or call back tomorrow. We open at 9:00 AM eastern time.
SC: Is Darlene still supporting [product]?
Me: Yes. Would you like her voice mail?
SC: Is she still there? She knows me. She'll help me.
Me: She's gone home for the day. We are closed right now.
SC: What time do you close?
Me: We close at 5:00 PM eastern time.
SC: Well. It's only 2:00 PM here and I have to get this project done.
Me: I understand, but we are closed. You can leave a message or you can call back tomorrow. Darlene will be in at 9:00.
SC: I'll call her at home. We're good friends. She'll help me.
Me: Uh.
SC: Give me her home number.
Me: I'm afraid I can't give our employees' home numbers.
SC: You don't understand. She's a good friend. She won't mind.
Me: I still can't do that.
SC: Why not?
Me: It's for privacy reasons.
SC: I just told you. I'm an old friend. She's going to want to help me.
Me: I tell you what. I'll call her at home and let her know you called. Can you give me your number?
SC: I don't understand why you're making this so complicated. It's xxx-xxx-xxxx.
Me: OK. I'll get back to you in a few minutes.
SC: Please hurry. I have a deadline.
So I called Darlene. Wouldn't you know? She knew the lady. It wasn't so much a friendship thing as a God-not-HER-again-won't-she-stop-bugging-us thing.
Anyway, Darlene was in the middle of making dinner so I offered to call the lady back and let her know that Darlene would call her in the morning. I didn't expect it to go well.
Me: I'm afraid Darlene is unable to take your call this evening. She'll be able to call you tomorrow.
SC: What! It's not even 3:00! Is there somebody else who can help me?
Me: Everyone has gone home. As I said, it's after 5:00 PM here and we are closed. Darlene will call you tomorrow.
SC: Well, it's NOT 5:00 PM here!
Me: Our business hours are...
SC: Fine! Darlene better call me first thing! I'm missing my deadline, you know.
Me: All right. I'll let her know.
SC: I mean it!
Me: OK. Have a good evening.
And I managed to hang up before she could restart the cycle.
So I left a message summarizing the unpleasantness and telling Darlene to be sure to call her FIRST THING.
The next morning:
Me: Darlene, did you get my note?
Darlene: Yeah. But I was going to wait a bit. It's 6:00 AM there.
Me: She was very specific. She wanted you to call her FIRST THING.
Darlene: Oh! You're right. I can't let an old friend down, can I?
Woke the bitch up.
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