Your Staff Stole My Mobile Phone

It was the end of a long and tiring shift at the hospital and I was returning home after ten hours of work when a colleague paged me. “There's a woman in my Medical Records office accusing my staff of having stolen her mobile phone. She's disturbing us, I want you here now.” Customer Service is supposed to solve all problems!! My reaching there didn't make matters better. The woman was screeching: “I left it right here. I turned around to fill the form and there was no one else around me, and when I turned back, the phone was gone. Your staff here is responsible. One of them is the culprit. I’m going to the cops now and I don't want anyone to leave this room until they are searched.” Our soothing tones and 'now-now-there-there' didn't help. Minutes later, our six feet by four Security supervisor came by with his sullen looking female guard with him. “Problem?” he growled, ex-military style. A man of few words and fewer expressions. Bluntly he said, “Mobile phone? You had? Sure? You didn't leave it at home? Certain? If you feel it's been stolen, by all means file a police complaint. Let them do their inquiry.” There was a sudden calming-down effect, specially when I quietly pointed out to the notice that said that was a public area and all visitors were responsible for their own belongings. The woman said she'd check and get back to us.

When we left, our staff, most of whom had served the company for over twenty years, heaved a sigh of relief. I was raw then; I learned a lesson. When someone is hysterical, being sweety-sweet isn't always the best way to tackle him or her. Of course, that philosophy also got me into trouble... but of that some other time.