Harry Shannon
We’ve all heard it far too many times: “Your call is important to us.” Indeed, that’s the name of a book by Laura Penny. Most, if not all, of us probably view that in the manner of the book’s subtitle, “The truth about bullshit.”
So I was surprised when I phoned the CIBC Visa call centre (CIBC is one of the biggest banks in Canada). As is typical, the first person I spoke to didn’t finish dealing with my issue, and I was passed on to someone else. And as is typical there was a delay in reaching another person. The automated voice told me the expected wait time was 40 minutes. Nothing unusual there, so what’s the surprise?
Well, as is typical, while I waited the system kept talking to me. The words normally go in one ear and out the other, but for some reason I noticed when it said: “You call is important [period].” No claim that it was important “to us.” Of course, the call was important to me; why else would I be on the phone? So, ignoring the fact that importance is one-sided here, it was actually true what I was hearing!
And then it doubled down. “Your call is a priority …” the voice told me and added no claim that it was a priority “for us.” Once more, the unvarnished truth, no B.S.
There was just the small detail of that 40 minute wait. But how can I complain? They told me in advance about it, yet another truth. It would be so churlish of me to point out that the bank’s profits are so huge they could easily afford more staff to cut the waiting time and reduce the stress on the workers who are there.
No, the point is that they were telling the truth. How can I not swell with pride knowing that this is my bank?