Not a Machine

Just when I thought this typical conversation with a customer service rep was normal, it took an unexpected turn.

I upgraded to a new iPhone 5c last last month, and with it came a monster that ate up my data plan. So, I called AT&T to simply expand the plan. That was my agenda. Then Wayne picked up the phone.

I could tell from the off that he was a bit eccentric, and all I could think about was that I was in for another “here-we-go-again” type call with a customer service rep.

My foot wasn’t tapping on the ground as Wayne helped me add some data to the plan, but it might as well have been. I just wanted to fix my "problem" and get off the phone.

After only two or three minutes, I was already thinking that the call had taken longer than I initially wanted when Wayne interrupted my thoughts:

“Give me a minute, I’m seeing if there’s a couple other ways you could save some money.”

“Oh,” I said, a bit surprised. “Thank you.”

I hadn't asked him to do that. He was just being kind. The fact that I was not used to that in a customer service rep was besides the point, and that realization softened me. From then on, whatever he needed to take time working on, I was going to let him, not because of the prospect of saving money, but because I was a wee bit ashamed of myself for forgetting that I was dealing with another human.

Then, after graciously telling me that there were no other options to save some money, he probed to see if I was interested in subscribing to AT&T U-verse.

With an exhale, my view of the man's transparency came back to reality.

"No thanks. I don't watch much TV," I said.

“Oh, me neither," Wayne responded. "I can’t remember the shows I watched twenty years ago, but I can remember the times that I’ve spent in those last twenty years with my grandkids.”

His down-to-earth response threw me and immediately showed me that no matter how many context clues you have about a person—particularly someone on the other end of the phone line—no algorithm or assumption can key you in on precisely who they are. 'Cause people aren't robots or machines, but individuals with hearts and dreams, and we'd be wise to treat them as such.