Today, I want to share a story that’s a little different from my usual tech support tirades. You know, the ones where I detail the ridiculousness of clueless customers who make me question my career choices. But this time, it’s about a call that completely turned my day around—a reminder that not all customers are out to ruin your sanity.
So, grab yourself a cup of coffee (or something stronger, no judgment here) and let me tell you about an angel named Mary, and how she made my day.
The Nicest Customer Ever
Her name was Mary. From the moment she started speaking, I knew this call was different. There was a genuine warmth in her voice, a sort of kind-heartedness that’s rarer than a bug-free Windows update.
“Hi, Rita. I hope you’re having a good day,” she began. Well, Mary, I wasn’t, but let’s see where this goes, I thought. She explained that she hadn’t had internet for a month, which immediately made me brace for the inevitable frustration and anger that usually follows such a statement.
But Mary was different. She wasn’t angry or accusatory. She was just… understanding.
The Problem
Mary lived out in the boonies, where her internet came from a satellite dish. Turns out, her signal strength was weaker than my will to live on a Monday morning. After running some diagnostic test on my end, it was clear that the dish was misaligned, and I’d need to send a technician out to fix it.
The Troubleshooting Saga
Now, for those not in the know, troubleshooting a satellite internet connection is like trying to solve a Rubik’s Cube blindfolded. First, I had to confirm that the issue wasn’t on our end. We went through the usual script: “Is the modem plugged in? Are all the lights on?” Yes, Mary had already done all that. She wasn’t one of those who thinks the modem is some sort of magical box that works on wishes and fairy dust.
Next, I had her check the connections between the modem and the satellite receiver. Everything looked fine. So, we moved on to the signal strength. This is where things got fun. I had Mary log into the modem’s interface to check the signal metrics. Sure enough, the signal was weaker than my enthusiasm for Monday mornings.
We did a power cycle for good measure (if you don’t know what that is, check out my rant on power cycling modems). Still, no improvement. At this point, it was clear the dish needed realignment.
The Empathy Exchange
As we continued to chat, I learned that Mary worked in a call center too. She knew the grind, the stress, the feeling of wanting to slam your head against the desk because someone on the other end couldn’t follow basic instructions. She got it.
She told me how she’d been struggling without internet, missing out on her online book club meetings and having to use her data plan for everything. Despite that, she wasn’t bitter or demanding. Instead, she thanked me for my patience and understanding.
By this point, I was floored. Here was someone who had every reason to be angry, but instead, she was making me feel appreciated. It was like finding a diamond in a coal mine.
The Happy Tears
After setting up the technician visit and making sure everything was in place, I decided to do something I rarely do: I willingly credited her account for the month of downtime. It was the least I could do for someone who had shown me such kindness. It is something we normally reserve for retention situations, but in this, I was willing to risk my stats for Mary.
“Oh, Rita, thank you so much!” she exclaimed, and I could hear the relief and gratitude in her voice. “You’ve really made my day.”
(No, Mary… you made mine.)
The call ended, and I sat there for a moment, stunned. And then, to my absolute surprise, I started crying. Happy tears, mind you. It was a release of all the stress and frustration that had been building up, washed away by one genuinely kind human being.
The Aftermath
That call reminded me why I do what I do. Sure, most days are filled with clueless customers, stress-inducing Karens, and tech nightmares, but every now and then, you get a Mary. Someone who makes it all worth it. Someone who reminds you that there’s still kindness and empathy in the world.
So, here’s to you, Mary. Thank you for turning my miserable day into a memorable one. And to anyone reading this, remember: a little kindness goes a long way. You never know whose day you might change with just a bit of empathy and understanding.
Stay snarky,
~ Rita 🖤