Bernard Pottle The Minutes Wasted Line Line idle

Call #330 · on the line

Sylvia Iyer
of The Quillan Vale Trust

an annual inspection of a back step you have never used · inspection

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The call

Oldest line at the top; it reads downward like a script.

Sylvia Iyer Hello, this is Sylvia Iyer from The Quillan Vale Trust — we're the team that handles the annual back-step inspection, and I'm just confirming I've reached the person responsible for it.
Bernard Well, you've reached somebody, that's a start. I'm not sure about responsible, mind — my wife used to say I wasn't responsible for much. Now, the back step, you said?
Sylvia Iyer That's the one — the annual inspection from The Quillan Vale Trust covers your back step, which, and I want to be upfront here, you've never used. It's great news, really.
Bernard Never used it, no. I go out the front like a normal person. So what is it they're inspecting, if I've never set foot on it?
Sylvia Iyer I hear you, and honestly that's exactly why we offer to locate it for you — if you can't find the step, the whole floor here will help track it down. I was made team leader on Monday, so we can escalate that as a kindness.
Bernard Oh, congratulations on Monday, that's lovely. Tell you what, there's an ironing board behind the door in the hall — I've not shifted it in years, so the step might be under there.
Sylvia Iyer The ironing board is a good lead, we'll note that down — and here's the last piece, can we just confirm the yes and book your inspection in for the coming year?
Bernard Well, I'd have to think about it — I don't like to be hasty. But you're very good to offer. Would you like a cup of something while you're at it?
Sylvia Iyer Honestly, Bernard, we've been at this a while and the floor's gone quiet, so we'll just close it out here and —
Bernard Oh, I'm sorry to hear that. I was very interested, truly — don't you worry about it. You go on, and mind how you get home.

What the script said

The beats the caller had to get through.

  1. Open by confirming you have reached the person responsible for the back step.
  2. Explain the annual inspection covers a step you have never used.
  3. Address the objection that they cannot find it by offering to locate it.
  4. Ask for the yes and book the inspection for the coming year.

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