O O Ø O O O O
Ring Ring
The other day I was at a local store purchasing some items and trying to pay for them at the checkout. Halfway through the transaction the phone rang, and the clerk dropped everything to answer the call. She was very courteous to the person on the other end of the line, and assisted whoever it was in a search for some product they carried. I got the “wait one second” index finger, and nary an apology while I waited to hand over my cash…
I was in a meeting a couple weeks ago that a colleague had requested my attendance for. It was just the two of us and his phone, which rang every ten minutes. Whenever it rang, the “wait one second” finger came up while he answered and chatted with whoever it was that was so important it couldn’t wait. His wife called, too. As a result, a sixty minute meeting was pared down to forty-five, with a large chunk of that spent re-establishing the conversation due to my colleagues’ goldfish-like memory…
I was chatting online with a friend two nights ago offering some advice on material they were preparing for a report. I was told the report was important, and that my advice would be really appreciated. While attempting to help out, their phone rang, so off they went to talk to whoever. They came back a half-hour later, and announced they were ready to pick up where we left off. Thanks for asking if I still cared. Five minutes later their phone—apparently—rang again, and they disappeared with the three little letters “brb.”
I have three little letters of my own. They are, not surprisingly, “wtf?.”
What is it that makes whoever is on the other end of an inbound call more important than the person—me!—they are currently engaged in conversation with? Do I bore them? Why is it that folks instinctively answer the phone no matter what the current situation? Is it that latent ADD in all of us? What would Miss Manners say?
Just because something makes noise, vibrates, lights up, show’s a number, performs a dance act to the latest show tunes, etc. means you should pay attention to it. Just because you know there is someone on the other end that needs to talk to you doesn’t mean you need to talk to them right freaking now. The phone is not your spouse, mother, or god. It’s a little bit of plastic, silicon, copper, and other stuff that allows you to speak to someone else at your convenience. Please note that’s quite different from at others inconvenience.
I’m tired of taking second fiddle to everyone else’s phone. If you’ve asked me to take part in a conversation with you, please realise that conversations require two or more people. If you can’t avoid salivating at the bell, try a couple of these tactics on for size:
- If I’m your customer and I’m in the act of buying something right then, explain to the customer you will be with them shortly, or hand them off to someone who’s not currently engaged with a customer. If you can’t do this, the store down the road may suddenly capture my attention, and you’ll have traded a potential sale for a sure one
- If you’re expecting a call from someone and you know it’s important, just tell me you’re expecting a call and you must take it if it comes in. If it’s family, you get a free pass because hey, they’re family. After the third call on what colour you think the drapes should be interrupts our conversation, the family pass is void. If you hold up the “just one minute” finger instead of using your words, I might be tempted to snap it off at the first knuckle, which would make clicking your mouse difficult.
- If someone calls in the middle of a conversation, try the words ”I’ll call you back when I’m done.” Marvel at how people will respond with ”ok.” Even better, you have voicemail, it’s very handy for situations such as that.
In short, use a little common courtesy and try and stay focused on the task at hand; it’s not that hard. If you don’t, please don’t be offended if I get up and wander off without a word. It’s just that there’s so much more interesting out there (to me) than your phone call, and I’m easily distracted.
P.S. - Bro, I’m working on it. I want it to be good, so next time, ok?
P.P.S. - Happy Birthday, Bella!
Kev Needham
March 22, 2005
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