I’m not that guy who loves forwarding funny emails, but my father-in-law sent one to me that I had to share because it could totally apply to our industry.
Either way, I thought it would make for a little Friday fun.
This is a true phone call from the Word Perfect Help line which was transcribed from a recording monitoring the customer care department.
Needless to say the Help Desk employee was fired.
“ABC computer assistance; may I help you?”
“Yes, well, I’m having trouble with Word Perfect.”
“What sort of trouble?”
“Well, I was just typing along, and all of a sudden the words went
“Hmm. So what does your screen look like now?”
“It’s blank, it won’t accept anything when I type.”
“Are you still in Word Perfect, or did you get out?”
“How do I tell?”
“Can you see the C: prompt on the screen?”
“What’s a sea-prompt?”
“Never mind, can you move your cursor around the screen?”
“There isn’t any cursor: I told you, it won’t accept anything I type.”
“Does your monitor have a power indicator?”
“What’s a monitor?”
“It’s the thing with the screen on it that looks like a TV. Does it
have a little light that tells you when it’s on?”
“I don’t know.”
“Well, then look on the back of the monitor and find where the power
cord goes into it. Can you see that?”
“Yes, I think so.”
“Great. Follow the cord to the plug, and tell me if it’s plugged into
“Yes, it is.”
“When you were behind the monitor, did you notice that there were two
cables plugged into the back of it, not just one?”
“Well, there are. I need you to look back there again and find the
“Okay, here it is.”
“Follow it for me, and tell me if it’s plugged securely into the back
of your computer.”
“I can’t reach.”
“Uh huh. Well, can you see if it is?”
“Even if you maybe put your knee on something and lean way over?”
“Oh, it’s not because I don’t have the right angle — it’s because it’s
“Yes, the office light is off, and the only light I have is coming in
from the window.”
“Well, turn on the office light then.”
“No? Why not?”
“Because there’s a power failure.”
“A power… A power failure? Aha. Okay, we’ve got it licked now. Do you
still have the boxes and manuals and packing stuff your computer came in?”
“Well, yes, I keep them in the closet.”
“Good. Go get them, and unplug your system and pack it up just like it
was when you got it. Then take it back to the store you bought it from.”
“Really? Is it that bad?”
“Yes, I’m afraid it is.”
“Well, all right then, I suppose. What do I tell them?”
“Tell them you’re too damned stupid to own a computer.”
So, I guess the main lesson that we can take away from this transcript is that asking the right questions is essential in determining whether or not someone is qualified to do business with.
I’m sure we’ve all had a conversation with an agent, loan officer or potential client that could have easily ended up in a similar manner.
You can’t blame the tech help guy for not asking the most obvious question up-front, even though the answer he received would have probably saved both of them 20 min. of frustration.
I’m wondering what obvious questions we should be asking our clients, agents and loan officers ahead of time….Related posts: