Gotta love it when a disgruntled former client writes a nasty letter and although her complaints (LIES) were quickly and easily disproved, I still have to pay lip-service to The Top Dog At The End Of The Hall.

WHY? Great question! Because he doesn't know the policies and procedures HE implements. But I remember. I also remember the reasoning behind it. I need to "Think Outside The Box"?!!? Two weeks ago, Mr. Top Dog didn't even want us to give ANY account info over the phone.

Of course I cannot talk an angry member down WHEN SHE TELLS ME TO SHUT UP REPEATEDLY when my first words when I answered the call, "I am truly sorry that you were inconvenienced..." She immediately told me, "SHUT UP AND LISTEN WHILE I TALK! You're not going to say anything I want to hear!"

Suddenly, someone who doesn't even do regular biz with us is a "beloved client." Sure, Mr. Top Dog! Whatever you say. Today. Because it doesn't match tomorrow. Or next week. Just this moment. I know our best members and by your own emailed-definition (back in February), this woman wasn't even close!

My heart breaks for our former client who doesn't even know the name of the biz she's been "completely faithful to for more than 30 years." Actually, it's about 1/2 that number. She still refers to it by the name used 20 years ago. Sorry, but that name changed back in the mid90s, and your beloved biz nearly went completely under 2 years ago because of the stupid stuff you think was so great. Guess what? Their policies and procedures sure didn't help keep them afloat!

So, please Mr. Top Dog, actually THINK about the picture, instead of overreacting to each little incident. It showcases your ignorance to an unrespectable level for not just me, but MANY other employees. In fact, several have questioned if you have dementia because you don't remember the SUPER IMPORTANT policies and procedures you have created.

I realize you really do believe when your drones refer to you as "the smartest man I've ever met," but I'm not that naive, uneducated or blind. You may be relatively numbers book-smart (hopefully, considering your Masters diploma hanging in your office), but I have to help you read, write and spell every day correspondence. That should be embarrassing considering I only have a high school diploma! But that's our little secret, right?

Thank you, Mr. Top Dog, for the opportunity today to throw right back at you MY level of intelligence and remembrance. I don't have to prove myself, because my ducks are always in a row!