I work at a credit card processing company for merchant services. When I first started three years ago, I’ll never forget a call I had received from a customer.
He had said he needed to close his account, and we always have to ask why, and try to save it. He just said he closed his business, and wouldn’t be needing it. I apologized, and closed it.
Typically, customers would be yelling at me for refunds at this point, but he didn’t. He never even asked. I looked at the activity and he hadn’t even accepted any payments on his account in months. This would be grounds for a refund if someone were to ask, so I asked. This is normally something I would never do, but I could just tell by his tone, he was different. I’m good at reading people, and even though this was my first call center job, I realized that day I could read people’s voices too. I said, “I see you haven’t used your account in a few months, but because you have still been paying your monthly fees, I’ve deactivated the fees, and I can submit a refund for you as well.” What he said next I’ll never forget.
He said, “You know what Lindsay, I really appreciate that. But, you don’t have to do that. I found out recently I am dying from cancer, and I don’t have much time left. I’m just trying to tie up all my loose ends now, and where I’m going, I can’t take it with me.” I just sat there. I told him how incredibly sorry I was to hear that, and he would be in my thoughts. I asked if there was anything else I could help him with, and he ended with, “Yea, Lindsay, do me a favor. Live your life to the fullest.”
I took my headset off and cried for a person I had never met. I’ll never forget that call.