Well here we are again, another full moon and more memorable calls. Take the lady who called me about our plumbing insurance policy…
‘What does it cover?’ She asked me.
I gave her a list of examples and told her that it covered the internal plumbing and the sewerage system, where both the internal drains and the external drains were covered.
‘Does it cover the drain outside?’
‘Yes,’ I answered. ‘Both the internal and the external drains are covered. It doesn’t cover the fresh water supply pipe but the sewerage drain is covered.’ I hoped this was a bit clearer for her.
‘I don’t understand what you mean.’
‘It covers the pipe that takes the waste away from your house.’
‘It’s really not clear.’ She said. ‘I’m really not following you.’
‘It covers the pipe that takes the sewerage from you toilet. The pipe you wouldn’t drink from.’ She understood that.
She then asked how it was paid and could she pay monthly? I explained that she could pay by card or direct debit over the phone, so monthly direct debit was fine.
‘Does that mean that I’ll have to phone every month to pay?’
I had actually decided not to set up anything for this person earlier in the call, due to the questions she was asking me. She clearly did not know what she was doing. She settled for an enquiry pack to be sent out before buying.
Tuesdays calls have been the worst this week. About 90% of the customers have been asking weird and wonderful questions, especially after I’ve already given them the answer. I just hope the rest of the week is better.
