1. Bank of America (I believe this entry represents their 2nd oak leaf cluster for the year to date). I totally understand you wanting proof that my condo is covered under a master insurance policy that secures the entire building and not just the walls of my unit. Due diligence is a good thing. I’m happy to send you whatever information you need. I’m going to be less enthused the second time I send you the same information. When you ask me for the third time to provide you with exactly the same information I’ve sent you twice already, well, I’m going to start questioning whether I can really trust you to hold my mortgage at all since you can’t seem to keep track of something as simple as the name and phone number of an insurance agent.
2. Waiting until the last minute. All rumors to the contrary, I’m actually a fan of procedures. I like knowing that there is a way to do things and that if I follow the instructions step-by-step I’ll get a predictable result. When, after following all the required steps and procedures, I find that I’ve been bumped in favor of something that’s being thrown together at the last minute without going through the same wickets, it makes me wonder if in the future it might not be better to go ahead and wait to the last minute, declare an emergency, and then do whatever the hell I want. If flying by the seat of your pants gets the same result in the end and takes 1/10th the planning time, tell me again why I should follow the actual procedures?
3. Voicemail. Yes, thanks to the wonder of modern technology you can leave a message for me on my phone that I can listen to at my convenience. You see, though, the thing is that checking voicemail is never really convenient. I see that you called. If it’s a number I recognize, I’ll call you back as soon as I can, no message needed. If it’s a number I don’t recognize, you’re going to voicemail because I don’t want to talk to you so leaving a message doesn’t really do much beyond antagonize me. More often than not I’m going to delete your message without listening to it anyway, so why not save us all some time and effort? And if you do need to hear my voice immediately and I’m not picking up, chose one of the plethora of text-based communication tools available on your phone and send a quick “need to talk ASAP.” Even when I don’t have the time or interest to drop everything else to focus on just one conversation, there’s a pretty good chance I’m keeping an eye on text messages and email and will get back to you just as fast as my two little thumbs will carry me.