Dear Reader,
On the tab of a yellow folder I wrote "Situation File," then I slipped it into a hanging file and stored it in my "old fashioned" filing cabinet. I only had one piece of paper to file the day I created my Situation File, but now, years later, it's the most popular file in the cabinet, because there always seems to be a "situation."
"The dehumidifier you sent me was damaged. I called a week ago and someone was supposed to get back to me to set up a return. But no one has called, so I'm calling you again."
"Hmm, I don't see any note in our files that you called, who did you talk to?"
"I don't know their name, I guess I didn't realize I'd have to prove that I called and spoke to someone."
So now, whenever I have to make a phone call to a business about a "situation" I have paper and pen ready, and before I even pick up the phone I've started taking notes.
July 27, 2020 8:30 a.m.
Company's phone number.
Kim answered the phone.
I explained the problem.
She assured me a replacement would be sent out and I'd receive it in three days. I thanked her and nicely asked for her employee number (explaining that I always take notes so I have a reminder about the call) and, "Is there a case number?"
Then I voice a "note to Suzanne" on my phone to check for delivery in three days, and I file the paperwork in my Situation File.
I created a Situation File out of necessity. The horror and frustration of having to call my health insurance company taught me how valuable taking detailed notes was, and then filing them for when I needed to make the next call. Unfortunately, I needed to make the 'next' call six times a month for four years. Yep, every month my health insurance company would deny coverage for a treatment to keep my eyelids open, even though they had pre-authorized the procedure, and given me an authorization number to use when the claim was filed.
And that's when I discovered the amazing power in taking detailed notes. When an employee at the insurance company would try to give me the brush-off statement, "I'll look into it. It takes at least four weeks to research the problem," I would open my Situation File and start reading dates, times, who I spoke to, verbatim what they said, their employee number, even how long I stayed on hold, and when I asked to speak to a supervisor, the powers to be decided, 'This woman isn't going to fold, she's serious about solving this problem.'
Big insurance problems, little return problems, they used to keep me up at night. But not any more, because they're safely tucked away in my Situation File--and I know right where they are when I need them.
Thanks for reading with me. It's so good to read with friends.
Suzanne Beecher
[email protected]
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