At approximately 1:30AM at the Ted Williams Tunnel, a
middle-aged woman comes to my lane. I can tell she is very irate, so I try to
be as sincere and helpful as I can. I have a lot of patience but this patron was
really testing it.
PATRON: The signs are so f***ing s***ty! I went the wrong way! Can I turn around?
ME: Sorry, m’am, you have to go through the tunnel from
here. Where are you trying to go?
PATRON: I’m trying to get on 93-North but I don’t want to go
through the f***ing tunnel!
ME: You’re going the right way. Exit 24 on the right will
bring you onto 93-North. It’s $3.50 for the tunnel.
PATRON: I don’t have any damn money!
ME: That’s okay, I can issue you a bill for the toll and you
can pay it later.
In the past, people with no money used to be able to fill
out an Unpaid Toll Invoice and then mail in the amount of the toll within two
weeks. However, two months ago, that policy changed. Because it was based on
the honor system and people weren’t returning their I.O.U’s, the new policy is
issuing a No Cash Violation, which is a bill of the toll plus a $5 processing
fee mailed to the registered owner of the vehicle.
PATRON: Can’t you call a state trooper to escort me off the
tunnel?! They do that in New Jersey.
ME: I’m sorry, we don’t do that here in Massachusetts. Just
give me one moment, please.
It takes about 40 seconds for me to write out the bill. The
whole time, the woman was going on and on about how she had a long day, barely
any sleep, and a meeting in a couple of hours. I give sympathetic responses as
I’m writing out the bill but I do not say much because there is nothing I can
do to help her with her personal problems. I must not have been sympathetic
enough because she starts cursing at me, but I’m used to tuning this part out.
ME: Here’s a copy of the bill. Instructions are on the
bottom. You’re all set. Thank you.
PATRON: What the f*** is this? I don’t want a bill!
Just when I thought she would drive away and take her life
story with her, she proceeds to read the instructions out loud to me. Luckily,
the senior toll collector entered my booth to give me more quarters and he could
tell I needed assistance. He asked the woman what the problem was and the same
conversation I had with her earlier took place again.
This time, the senior toll collector took the bill out of
her hand and ripped it up in front of her. After informing her she wouldn’t be
billed the toll anymore, she drove away. I asked him why he let her go for free
and he told me, “She’s not getting a bill anymore, but she’s getting a $50 fine
for toll evasion. There's no reasoning with unreasonable people.” Lesson learned.
Haha, I'm a bit torn on this one. On the one hand: awesome. I'm glad the senior collector was able to move the woman along, and that she is receiving a very tangible lesson that she's not special; that she can't bully her way out of paying her toll. There's also the satisfaction of knowing that she unknowingly believes she has won. But there is the other side of it: that the collector was deceitful in his approach. Okay, maybe I'm not that torn, but it's something to think about.
ReplyDeleteIt reminds me of a story my girlfriend told me. One of her friends used to work at one of the stationary stores that went out of business a few years ago (the memory fails me on the name). Since they were going out of business, each week or so the entire store would be on sale for a greater discount than the previous week. 50% off, everything must go! You know the deal. So this woman buys something the first week, receiving her 10% discount. She returns weeks later, when the discount is 60%, and the store is nearly empty, and asks for a refund for the 50% difference--as a workaround she suggests returning the item and then buying it back at the new discount. My girlfriend's friend explains that they cannot do that--that the nature of the sale is the risk of the item running out versus the price you pay for it--and that items are final sale: no returns, no refunds. The woman makes a scene, so the manager comes over. He very politely tells the woman that he will accept the refund. He takes the item and returns the money, and the woman says she would like the buy the item back now. He tells her, "Sorry, ma'am, this item isn't returning to the floor."
Ha! I love it. I have no idea how you managed to keep your cool. That is sadly not something I am very adept at.
ReplyDeleteHaha, this was awesome. I commend your patience dealing with such irate people like this lady!
ReplyDeleteThat's really funny now, but I can imagine it was very annoying then. And Brett- that's an awesome story. I agree with the senior collector; sometimes you just can't win with people.
ReplyDeleteCan you imagine having that much gall? Wish we could have seen her reaction when she got the fine! Don't forget...Have a nice DAY!!!
ReplyDeletehaha what I would have given to see this all go down. Good for you for keeping your cool in situations like this, you are blessed with patience that I sure do not have! Keep up the stories, they make me laugh!
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