I've accepted that cell phones are a way of life. I don't have a land line, got tired of paying Qwest and like the convenience of having the phone with me, where I have the option of answering or not.
I try to be a good cell phone person. I don't talk in the car much. I don't talk when I'm in line at the store. I don't talk loudly because I don't think my conversation is the center of attention, and I know those around me don't care either.
Above all, I don't talk on the phone in the bathroom.
The bathroom be it in your home or somewhere else is one of those places where you're there for a specific task. Get it done, get out. I don't want to hear you arguing with your significant other or bitching at one of your kids when there's a much more important call to be answered the call of nature.
How would you like to be the person on the other end of the phone? Yeah, you're important enough that Bitchy Barbie is taking time out of her busy schedule to make time to call you while she's taking a shit. If that's not true love, or friendship, then what the hell is?
Bitchy Barbie: "Hey baby, I only have a few minutes, but I just called to say I love you"
[brrrrrraaaaappppp]
Flaccid Frank: "Oh thanks, hon... I'm kinda busy too, but I love you. How's your day going?"
Bitchy Barbie: "Not too bad. [grunt] I had a vending machine burrito for lunch. It's kicking my ass right now."
[brrrrrrrrrpppppppppt]
Flaccid Frank: "Holy shit, baby. Was that you?"
Bitchy Barbie: "Yeah, sorry. I'm in the can. I told you that burrito was kicking my ass."
Flaccid Frank: "It's OK. You'll never guess where I've been all morning."
Bitchy Barbie: "Where?"
Flaccid Frank: "In the shitter. Long enough to watch four episodes of "The Office" on my iPod. God I love that thing. But I don't think I can feel my legs."
Bitchy Barbie: "Oh, I'm so sorry my little Poopy Prince. I'll see you when I get home, OK?"
[sound of toilet paper being pulled off the roll]
Flaccid Frank: "Can't wait, Boom-Boom Baby. Love you."
[fart][flush]
Bitchy Barbie: "Love you too."
[flush][brrrrrrrraaapppppphttttttffffttttt]
I'm not really OK with talking on the phone in the car, but I do it. Given the choice, I'll take that over hearing shit in bathroom.
Wednesday, July 26, 2006
Monday, July 10, 2006
Miscellaneous ramblings
... Or, a momentary setback...
Didn't get the promotion at work. There were two of us who made it to the final round out of 15 total applicants. I'm supposed to be in line for the next spot that comes open once we get some training classes in there. I'll believe it when it happens. Until then, keeping head down and keeping the local queue clear. The best news, I'll supposedly have time for some sort of training and should be able to head to the coast with Scott.
•••
Speaking of Scott, it's been a great weekend so far. Stayed up way too late Saturday night at the new place watching a movie with the guys. Nice to be some place where the AC works. And nice to have someone to snuggle up with. Yay.
Band practice this afternoon... been awhile since I've been able to make it to one, and they sounded good. They've got two shows at the Big Nasty Hill Climb in New Plymouth this weekend. Looking forward to everything except the weather. Supposed to be another fucking scorcher this week. Global warming whuh?
•••
I'm not positive, but I think the weather has something to do with Roscoe's weight loss. At least, I hope that's why he's looking so thin. He's also been dropping his undercoat for the past month. Seems later than last year, and it got hotter earlier this year. Going to try some different food, see if I can't fatten him up.
•••
Noticed something in conversation today... for the most part, when those of us who were married refer to the ex, that's what we call them. It's not "ex-wife" or "ex-husband" ... it's just "the ex" (or, ex-person in my case). Scott made reference to his ex-wife this afternoon when we were talking with friends, and it just sounded weird.
I know I don't say ex-husband, just because I have a hard time remembering what it was like being married. I don't want to look past my current happiness to remember what things were like. As I've said before, there were good times during the marriage. But with the way things ended, it's tougher to remember those times. Add to that the wonderful man in my life and it's no surprise I recall very little. Part of that is certainly not wanting to remember. The other part is knowing it's in the past.
•••
And that brings us back to the beginning, our momentary setback.
Things happen for a reason, at least that's the party line from me. Your actions, or inaction, determine the outcome. If you choose to do nothing, you'll never know what you've missed.
I'm not in the tech support/call center business for the long haul. It's something to pay the bills. I've met some cool people there, some of which I'm in contact with even though they don't work there any more. Regardless of the type of job, I'm incapable of doing mediocre work. I've tried that, and it's not satisfying or stimulation. I like to be challenged, and I've found a way to do that -- and keep myself entertained. I don't know how to do a bad job and not feel some remorse. Yeah, I'll bitch and moan for a bit, but in the end, I'll put my head down and do the work.
Ultimately, I'm probably going to head back to school, finish the bachelor's, get a master's and learn how to teach. The way I look at it, I'm getting all the shitty college jobs out of the way now -- retail, food service and call center. Yay. So much for growing up.
Anyway, that whole thing I said about trying... this is the best:
Look
I understand too little too late
I realize there are things you say and do
You can never take back
But what would you be if you didn't even try
You have to try
So after a lot of thought
I'd like to reconsider
Please
If it's not too late
Make it a cheeseburger
~ Lyle Lovett
"Here I Am"
Didn't get the promotion at work. There were two of us who made it to the final round out of 15 total applicants. I'm supposed to be in line for the next spot that comes open once we get some training classes in there. I'll believe it when it happens. Until then, keeping head down and keeping the local queue clear. The best news, I'll supposedly have time for some sort of training and should be able to head to the coast with Scott.
Speaking of Scott, it's been a great weekend so far. Stayed up way too late Saturday night at the new place watching a movie with the guys. Nice to be some place where the AC works. And nice to have someone to snuggle up with. Yay.
Band practice this afternoon... been awhile since I've been able to make it to one, and they sounded good. They've got two shows at the Big Nasty Hill Climb in New Plymouth this weekend. Looking forward to everything except the weather. Supposed to be another fucking scorcher this week. Global warming whuh?
I'm not positive, but I think the weather has something to do with Roscoe's weight loss. At least, I hope that's why he's looking so thin. He's also been dropping his undercoat for the past month. Seems later than last year, and it got hotter earlier this year. Going to try some different food, see if I can't fatten him up.
Noticed something in conversation today... for the most part, when those of us who were married refer to the ex, that's what we call them. It's not "ex-wife" or "ex-husband" ... it's just "the ex" (or, ex-person in my case). Scott made reference to his ex-wife this afternoon when we were talking with friends, and it just sounded weird.
I know I don't say ex-husband, just because I have a hard time remembering what it was like being married. I don't want to look past my current happiness to remember what things were like. As I've said before, there were good times during the marriage. But with the way things ended, it's tougher to remember those times. Add to that the wonderful man in my life and it's no surprise I recall very little. Part of that is certainly not wanting to remember. The other part is knowing it's in the past.
And that brings us back to the beginning, our momentary setback.
Things happen for a reason, at least that's the party line from me. Your actions, or inaction, determine the outcome. If you choose to do nothing, you'll never know what you've missed.
I'm not in the tech support/call center business for the long haul. It's something to pay the bills. I've met some cool people there, some of which I'm in contact with even though they don't work there any more. Regardless of the type of job, I'm incapable of doing mediocre work. I've tried that, and it's not satisfying or stimulation. I like to be challenged, and I've found a way to do that -- and keep myself entertained. I don't know how to do a bad job and not feel some remorse. Yeah, I'll bitch and moan for a bit, but in the end, I'll put my head down and do the work.
Ultimately, I'm probably going to head back to school, finish the bachelor's, get a master's and learn how to teach. The way I look at it, I'm getting all the shitty college jobs out of the way now -- retail, food service and call center. Yay. So much for growing up.
Anyway, that whole thing I said about trying... this is the best:
Look
I understand too little too late
I realize there are things you say and do
You can never take back
But what would you be if you didn't even try
You have to try
So after a lot of thought
I'd like to reconsider
Please
If it's not too late
Make it a cheeseburger
~ Lyle Lovett
"Here I Am"
Sunday, July 2, 2006
It takes all kinds II
OK, Matt and I came up with a few more types today...
Speaker phonies: These are the people who are too good to hang onto the phone while they're talking to you. What's even better if you get a whole room full of people and you have to figure out who the hell you're talking to.
Some of these people have really good speaker phones. Most of them don't. They sound like they're talking to you from the bottom of an elevator shaft, which is where many of them need to end up. Or the echo/reverb in your headset is so awful you're trying to get off the phone as quickly as possible. They're not even the least bit sorry they sound like shit and can't understand why you'd every be annoyed with them.
Annoyance level: Mild to high, depending on phone quality and the number of people involved in the call. If you've got a room full of jubilant retirees who want to leave positive feedback, life is good. Most of the time, you won't be that lucky.
Speed talkers: They don't breathe; they don't need to. They don't give you a chance to get a word in for any reason at all. The best you can do is try and sputter out some instructions before they cut you off -- and they love doing that -- to try and keep them on task.
Quite often, speed talkers are commentators -- a bad combo. Just what we all need -- customers who won't STFU and prattle on just to hear their own voices.
Annoyance level: Get a gun. End it.
Hysterical: "I've got email dating back 6 years on this computer. I would die if anything happened to it." Did you back up your data? "No. Should I have done that? Is this bad? Am I going to lose EVERYTHING????????"
There are several types of hysterical customers. Some of them have lost term papers, some of them have lost photos, many of them have lost music. What the majority of them have in common is the inability to 1) save early and often; 2) have some kind of backup somewhere.
I'm really sorry you're going to lose the music you purchased from iTMS. I don't give a shit about you losing 5 years' worth of PIRATED music and movies. Or your pr0n collection. I will empathize/sympathize with the customer who is on the verge of losing family photos. You monkey spankers are on your own.
Annoyance level: Mild. These are the callers who are too distraught for you to gain agreement on the issue at times. Transfer to a product specialist.
Speaker phonies: These are the people who are too good to hang onto the phone while they're talking to you. What's even better if you get a whole room full of people and you have to figure out who the hell you're talking to.
Some of these people have really good speaker phones. Most of them don't. They sound like they're talking to you from the bottom of an elevator shaft, which is where many of them need to end up. Or the echo/reverb in your headset is so awful you're trying to get off the phone as quickly as possible. They're not even the least bit sorry they sound like shit and can't understand why you'd every be annoyed with them.
Annoyance level: Mild to high, depending on phone quality and the number of people involved in the call. If you've got a room full of jubilant retirees who want to leave positive feedback, life is good. Most of the time, you won't be that lucky.
Speed talkers: They don't breathe; they don't need to. They don't give you a chance to get a word in for any reason at all. The best you can do is try and sputter out some instructions before they cut you off -- and they love doing that -- to try and keep them on task.
Quite often, speed talkers are commentators -- a bad combo. Just what we all need -- customers who won't STFU and prattle on just to hear their own voices.
Annoyance level: Get a gun. End it.
Hysterical: "I've got email dating back 6 years on this computer. I would die if anything happened to it." Did you back up your data? "No. Should I have done that? Is this bad? Am I going to lose EVERYTHING????????"
There are several types of hysterical customers. Some of them have lost term papers, some of them have lost photos, many of them have lost music. What the majority of them have in common is the inability to 1) save early and often; 2) have some kind of backup somewhere.
I'm really sorry you're going to lose the music you purchased from iTMS. I don't give a shit about you losing 5 years' worth of PIRATED music and movies. Or your pr0n collection. I will empathize/sympathize with the customer who is on the verge of losing family photos. You monkey spankers are on your own.
Annoyance level: Mild. These are the callers who are too distraught for you to gain agreement on the issue at times. Transfer to a product specialist.
Saturday, July 1, 2006
It takes all kinds
I've been contemplating this one for awhile now. I finally got off my ass and did it... during calls at work today. The work is to the point where it requires less thought on my part to help my customers, so I've got a little extra free mental time. So here we go.
Commentator: This customer tells you every single thing they're doing. It doesn't matter if it's relevant to the issue they're calling about. They have a captive audience, and they know it.
"I'm moving my mouse to the left. I'm clicking the button. I'm opening the file... OK, it's still opening, it's not open yet... OK! It's open. Now I'm reading the file...
"OK wait. My nose itches. I've got a huge booger. I'm pulling it out with the index finger on my right hand. Wow, this is a big one. I don' t know what to do. It's massive. Oh it's on my trackpad now. I'm smearing it everywhere. Hello? Are you still there? Helloooooooo?"
Annoyance rating: Moderate to high, depending on length of call.
Slow talker: You can read "War and Peace" while they're still trying to describe the issue. When going through troubleshooting, you better have caffeine and sugar.... it's going to be a long, boring ride. For the most part, these customers are older. In a sense, they've earned the right to live life in the slow lane. But preferably, not on my watch.
"OK ... I ... think ... I ... can ... do ... that ...
"Wait, what ... was it ... I was ... supposed ... to do?"
Annoyance rating: Moderate. Log out and go home if you get a commentator crossed with a slow talker.
Chicken/paranoid: They're afraid to touch anything. It's amazing they have the courage to get on the internet. The paranoid ones still think they can get viruses when the computer is OFF. They also think the government is watching them and can control them through the computer. They've cornered the market on aluminum foil.
"Will it erase my files? Will i get a virus? Will it eat my baby?"
"They're hacking into my computer. That's why I wrap it in foil before I go to bed. Don't worry. The foil goes on after I've unplugged everything and locked all the doors and windows. You're not recording this call, are you?"
Annoyance rating: Mild. These people are kooky and fairly entertaining. Find your bright spots where you can.
Moron: Let me start by saying this: Get the fuck out of the gene pool. Now. These people shouldn't breed, they shouldn't be alive. They're the ones who don't know the difference between a CD or a DVD and think the iPod they bought at teh Wal-Mart should come pre-loaded with music. They think wrestling is real and consistently get the lyrics wrong for Christmas carols. I don't want to hear about how you're too dumb to turn on the computer, or know anything about the accident Cletus had with the riding mower and the neighbor's sheep. Simply put, people with webbed fingers should stick to swimming and leave computers to those of us whose family trees, well, look like trees. Bonus points for not buying a PC; points negated by having an IQ that's equal to the number of teeth in your mouth.
Annoyance rating: Low to high. If they argue that their Macbook should've come with a cup holder, hang it up and go flip burgers. Really. It won't get any better. Accept it.
Switcher: These are the people who have seen the light and have come over from "the other side." They're tired of the BSOD, viruses and crappy operating system. They're largely confused because things work the first time they try them. "This is way too easy! It works so well! Why didn't I do this sooner?"
Annoyance rating: Low to moderate. These are the customers we have to go out of our way to assist. The rules fly out the window in an effort to make a good impression. They will do just about anything you say. If they get out of line, threaten to make them use Winblows again.
Child: A lot of kids can use computers. A lot of kids are smart. A lot of us don't like the punk-ass 9-year-old who calls up to get support on his $3,000 computer that mommy and daddy bought him because he got his black belt. We're greatly amused when he wants to know about remote desktop so he can "hack" into other computers and control his friends' PCs. It's pretty amusing to tell this kid that there's really no way for him to do that. Nor can he control satellites or h4x0r teh intarw3b. STFU, n00b.
Annoyance rating: High. No one likes a smart-ass kid.
Impatient: They want their tech support and they want it now. They've been waiting in the queue for a whole 45 SECONDS and they want their problem fixed NOWNOWNOW! They don't want to give their phone number, their serial number or what product they're calling about. You're supposed use your psychic prowess to immediately diagnose the issue. They won't give you time to gain agreement on the issue because IT'S MISSION CRITICAL THAT THEY'RE UP AND RUNNING NOW!!!!!!111111
Annoyance rating: Moderate to high (short-lived); they're in such a hurry that if you have to research or escalate, chances are, they'll drop the call.
Know-it-all: You can't tell these people anything. They're "computer experts" or they "work in tech." Hey genius, if you're so much smarter, why the fuck are you calling me? Can't get past the gray screen with the Apple?
"So I injected the dongle into my iPod and now my 802.11z ate the dog and my ethernet has spliced a virus. And don't tell me about disk utility, because it doesn't work. Just get me to the next level up support. You don't know anything."
Uh, yeah.
Annoyance rating: Mild to moderate. Decent entertainment value with these callers. It's fun to catch them in their little lies and let them know that you know they're not too bright.
Youmustsupportmebecauseitsonyourhardware: It's a printer, scanner, router, M$ Office, you name it. If it's attached to their computer or installed on it, you have to support them. It doesn't matter. They don't want to hear about how it was made by another company and they have to get support there. They don't listen to reason, and probably kick puppies and go out of their way to run over squirrels.
Me: I'm sorry. I'm not trained on that product. You'll need to contact them about that product feature.
Them: Well get me to someone who was trained on it.
Me: Ma'am, we all receive the same training.
Them: Oh, I don't believe you. Someone there has to know something about this.
Listen, you stupid bitch. I wasn't trained on it, and there isn't a secret warehouse where we store all of agents who possess that information. Shut the hell up and call THEM. In the time you've been arguing with me, you COULD HAVE SOLVED THE PROBLEM."
Annoyance rating: I think it's evident how I feel about these people.
Clueless clickers: I almost forgot about these folks. Until I had one tonight. Simple things baffle these people. Yet, they have an amazing willingness to click/delete/alter things they have no clue about. They also refuse to listen.
Me: Is the lock open or closed?
Them: How do I know?
Me: You've seen a lock before. It's either open or closed.
Them: A what? Hey, I just moved my home directory to the trash and emptied it. Was that bad?
Annoyance rating: Mild to high. They'll go away after a bit, but the annoyance level skyrockets when you realize what you're dealing with. They can be trained. With shock collars.
La-la-la can't hear you: They are incapable of following the simplest of instructions. They can't double click, they can't find the menu bar, they don't respond to your questions. They get mad when you repeat questions and try to clarify the issue.
Them: I'm not stupid, you know.
Could've fooled me.
Annoyance rating: Moderate to high. Again, these depend on length of call. It's easy to tell when we've got one. "SIR, I NEED YOU TO FOLLOW MY INSTRUCTIONS AND DOUBLE-CLICK THE HARD DRIVE. PLEASE DO NOT DOWNLOAD PORN WHILE WE'RE TRYING TO TROUBLESHOOT THIS. HARD DRIVE, NOT SEX DRIVE..."
---
I'm sure I've left some out, but these are the ones that stand out in my mind. The days and the calls are blurring together. That's why I think it's important for me to get off the phones and slide into that supervisor spot!
Wish me luck! ...
Commentator: This customer tells you every single thing they're doing. It doesn't matter if it's relevant to the issue they're calling about. They have a captive audience, and they know it.
"I'm moving my mouse to the left. I'm clicking the button. I'm opening the file... OK, it's still opening, it's not open yet... OK! It's open. Now I'm reading the file...
"OK wait. My nose itches. I've got a huge booger. I'm pulling it out with the index finger on my right hand. Wow, this is a big one. I don' t know what to do. It's massive. Oh it's on my trackpad now. I'm smearing it everywhere. Hello? Are you still there? Helloooooooo?"
Annoyance rating: Moderate to high, depending on length of call.
Slow talker: You can read "War and Peace" while they're still trying to describe the issue. When going through troubleshooting, you better have caffeine and sugar.... it's going to be a long, boring ride. For the most part, these customers are older. In a sense, they've earned the right to live life in the slow lane. But preferably, not on my watch.
"OK ... I ... think ... I ... can ... do ... that ...
"Wait, what ... was it ... I was ... supposed ... to do?"
Annoyance rating: Moderate. Log out and go home if you get a commentator crossed with a slow talker.
Chicken/paranoid: They're afraid to touch anything. It's amazing they have the courage to get on the internet. The paranoid ones still think they can get viruses when the computer is OFF. They also think the government is watching them and can control them through the computer. They've cornered the market on aluminum foil.
"Will it erase my files? Will i get a virus? Will it eat my baby?"
"They're hacking into my computer. That's why I wrap it in foil before I go to bed. Don't worry. The foil goes on after I've unplugged everything and locked all the doors and windows. You're not recording this call, are you?"
Annoyance rating: Mild. These people are kooky and fairly entertaining. Find your bright spots where you can.
Moron: Let me start by saying this: Get the fuck out of the gene pool. Now. These people shouldn't breed, they shouldn't be alive. They're the ones who don't know the difference between a CD or a DVD and think the iPod they bought at teh Wal-Mart should come pre-loaded with music. They think wrestling is real and consistently get the lyrics wrong for Christmas carols. I don't want to hear about how you're too dumb to turn on the computer, or know anything about the accident Cletus had with the riding mower and the neighbor's sheep. Simply put, people with webbed fingers should stick to swimming and leave computers to those of us whose family trees, well, look like trees. Bonus points for not buying a PC; points negated by having an IQ that's equal to the number of teeth in your mouth.
Annoyance rating: Low to high. If they argue that their Macbook should've come with a cup holder, hang it up and go flip burgers. Really. It won't get any better. Accept it.
Switcher: These are the people who have seen the light and have come over from "the other side." They're tired of the BSOD, viruses and crappy operating system. They're largely confused because things work the first time they try them. "This is way too easy! It works so well! Why didn't I do this sooner?"
Annoyance rating: Low to moderate. These are the customers we have to go out of our way to assist. The rules fly out the window in an effort to make a good impression. They will do just about anything you say. If they get out of line, threaten to make them use Winblows again.
Child: A lot of kids can use computers. A lot of kids are smart. A lot of us don't like the punk-ass 9-year-old who calls up to get support on his $3,000 computer that mommy and daddy bought him because he got his black belt. We're greatly amused when he wants to know about remote desktop so he can "hack" into other computers and control his friends' PCs. It's pretty amusing to tell this kid that there's really no way for him to do that. Nor can he control satellites or h4x0r teh intarw3b. STFU, n00b.
Annoyance rating: High. No one likes a smart-ass kid.
Impatient: They want their tech support and they want it now. They've been waiting in the queue for a whole 45 SECONDS and they want their problem fixed NOWNOWNOW! They don't want to give their phone number, their serial number or what product they're calling about. You're supposed use your psychic prowess to immediately diagnose the issue. They won't give you time to gain agreement on the issue because IT'S MISSION CRITICAL THAT THEY'RE UP AND RUNNING NOW!!!!!!111111
Annoyance rating: Moderate to high (short-lived); they're in such a hurry that if you have to research or escalate, chances are, they'll drop the call.
Know-it-all: You can't tell these people anything. They're "computer experts" or they "work in tech." Hey genius, if you're so much smarter, why the fuck are you calling me? Can't get past the gray screen with the Apple?
"So I injected the dongle into my iPod and now my 802.11z ate the dog and my ethernet has spliced a virus. And don't tell me about disk utility, because it doesn't work. Just get me to the next level up support. You don't know anything."
Uh, yeah.
Annoyance rating: Mild to moderate. Decent entertainment value with these callers. It's fun to catch them in their little lies and let them know that you know they're not too bright.
Youmustsupportmebecauseitsonyourhardware: It's a printer, scanner, router, M$ Office, you name it. If it's attached to their computer or installed on it, you have to support them. It doesn't matter. They don't want to hear about how it was made by another company and they have to get support there. They don't listen to reason, and probably kick puppies and go out of their way to run over squirrels.
Me: I'm sorry. I'm not trained on that product. You'll need to contact them about that product feature.
Them: Well get me to someone who was trained on it.
Me: Ma'am, we all receive the same training.
Them: Oh, I don't believe you. Someone there has to know something about this.
Listen, you stupid bitch. I wasn't trained on it, and there isn't a secret warehouse where we store all of agents who possess that information. Shut the hell up and call THEM. In the time you've been arguing with me, you COULD HAVE SOLVED THE PROBLEM."
Annoyance rating: I think it's evident how I feel about these people.
Clueless clickers: I almost forgot about these folks. Until I had one tonight. Simple things baffle these people. Yet, they have an amazing willingness to click/delete/alter things they have no clue about. They also refuse to listen.
Me: Is the lock open or closed?
Them: How do I know?
Me: You've seen a lock before. It's either open or closed.
Them: A what? Hey, I just moved my home directory to the trash and emptied it. Was that bad?
Annoyance rating: Mild to high. They'll go away after a bit, but the annoyance level skyrockets when you realize what you're dealing with. They can be trained. With shock collars.
La-la-la can't hear you: They are incapable of following the simplest of instructions. They can't double click, they can't find the menu bar, they don't respond to your questions. They get mad when you repeat questions and try to clarify the issue.
Them: I'm not stupid, you know.
Could've fooled me.
Annoyance rating: Moderate to high. Again, these depend on length of call. It's easy to tell when we've got one. "SIR, I NEED YOU TO FOLLOW MY INSTRUCTIONS AND DOUBLE-CLICK THE HARD DRIVE. PLEASE DO NOT DOWNLOAD PORN WHILE WE'RE TRYING TO TROUBLESHOOT THIS. HARD DRIVE, NOT SEX DRIVE..."
---
I'm sure I've left some out, but these are the ones that stand out in my mind. The days and the calls are blurring together. That's why I think it's important for me to get off the phones and slide into that supervisor spot!
Wish me luck! ...
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