Sloth and I support a product that we have not been trained on. It someting that has been thrown together by so many so fast…there is little documentation or training even available. We are basically the sacrificial offering to the paying customers. We get calls all the time from people wanting to talk to the “experts” when the truth is, many of them know this product better than us…because they use it more often.
That said, yesterday we took a call from a major client. They team on the other end had questions that neither one of us really had a clue about. But, of course, we had to try and maintain a professional image while at the same time, appear as if we knew what we were talkign about. We sat on the phone with them for an hour, running through various procedures and asking any random questions we could think of that sounded important.
"Can you right click and choose 'utility?' Now click it and click the 'special icon.' There...what number do you see in the bottom corner....a red seven? Ah yes, Ok, thanks....(mumbled important sounding whispering)."
It’s completely absurd and totally lame. During this support session, my daughter called and I held the receiver up and cupped my mouth to talk quietly to her (so speakerphone wouldn’t pick it up). I was talking to her and Sloth was busy playing brickbreaker on his blackberry while the client rattled on giving us more important information about the problem. We had long since vanquished all our tools available to try and actually solve the problem (actually, that happened in the first couple of minutes). Now we just had to appear as if we had it together. But we were bored, it was dragging on, and Sloth was pushing for a new high score in BrickBreaker.
"Should we give that a try?"
Doh! They'd asked a question. I bailed on my daughter and looked at Sloth who apparently had just blown the game by the question distraction. I raised my eyes with an "answer them!" expression. Sloth Shrugged...then started laughing.
The complete ridiculous nature of the whole thing set him off. With his hands over his mouth, his body shaking, and eyes watering…he laughed uncontrollably (but quietly). The two of us stringing along four VIP customers speakerphone for an hour was just too much. As I opened my mouth to let more magical mirror bullshit spill from my mouth, I instead started laughing too.
We both had tears streaming down our faces as we tried to keep our laughter silent (which wasn't easy) and get control so one of us could answer them. Stringing them on was one thing, we managed to pull that off, but if they heard us laughing we were toast.
“Hello? Hello? Are you guys still there?”
This made it worse. Through my blurry vision I looked at Sloth hoping to God he was close to being able to respond. He wasn’t. His eyes were puckered shut as his bright red face bounced up and down and he continuously wiped the streaking tears off his cheeks. We couldn't respond.
“Hello????”
A good thirty seconds had passed and I knew we had to answer. Later, Sloth told me he was about to just hang up on them. But I did my best to compose and in a very strained voice said…
“One sec…ond…”
I took a deep breath and tried to qwell myself. I failed several times and fell back into my tirade of chuckles before finally getting enough breath and composure to respond again.
“We are just looking over the numbers…” I told them.
“Should we proceed?”
Sloth was no help, he was still laughing out of control but I knew even if he could respond he wouldn’t have heard enough to know any more than I did what had just been said.
“I think we are on the right track here, that last report really showed….(blah blah blah)…so we’ll take that and look it over tonight and get back to you in the morning. I think this is the right direction.”
“Ok, that sounds good, thanks so much for your help.”
By now Sloth was under mild control and I fell back into a chair and just sighed. My gut hurt. I think we may have avoided getting fired on that one, but it was a close call.