Call #90 · on the line
Anjali Ottley
of Quillan Vale Holdings
a replacement for a drain that is not broken · needless replacement
The call
Oldest line at the top; it reads downward like a script.
Anjali Ottley
Sorry to bother you — I'm Anjali from Quillan Vale Holdings, three weeks in, so bear with me. I'm ringing about your drain, and whether you're the one who decides on that sort of thing?
Bernard
Oh, the drain, yes. Hold on a tick — there's a bird in the front room making a fuss and I can't hear myself think. Now, you're asking whether it's me who decides. It is, as it happens. Nobody else to decide it.
Anjali Ottley
That's good to hear, thank you. So the reason for my call is that Quillan Vale Holdings is proposing to replace the drain before it fails.
Bernard
Well, that's very good of you. Before it fails, you say. Now, what's the drain doing at the moment? Only mine gurgles a bit by the gate, but I've always taken that as a friendly sort of noise.
Anjali Ottley
Oh, it's working fine, that's the thing — I should have said straight away. It's preventive replacement timing, so we do it ahead of any problem rather than after. Sorry, is that clear enough? I'm still learning the script.
Bernard
Clear as anything, don't you worry. Ahead of any problem — that's sensible, that is. Is it a big job? Only my knees aren't what they were, and I'd want to know if there's digging.
Anjali Ottley
That's not really something I've got in front of me, I'm afraid — sorry. So, just to confirm the next step, could I get your approval to schedule the replacement drain installation?
Bernard
Approval, well, I'd have to think about it. I don't want to hold you up, mind. Tell you what, have you had your lunch? You sound like you've been at this all morning.
Anjali Ottley
It's honestly in fine working order, it's purely a timing thing. So, could you give me the nod to set up the drain job?
Bernard
It's the nog that's the trouble, isn't it. I'm sorry, that was the word, wasn't it — the nog. And you're right, it is in fine working order, which is what I keep saying. What would the nog involve, exactly?
Anjali Ottley
Right. I'll let you get back to your afternoon. Goodbye.
What the script said
The beats the caller had to get through.
- Open by confirming you have reached the locality's drainage decision-maker.
- Explain Quillan Vale Holdings proposes replacing the drain before it fails.
- Acknowledge the drain works fine and stress preventive replacement timing.
- Ask for approval to schedule the replacement drain installation.