Adhering to Process & Procedure

Sometimes service in organizations falls by the wayside because processes and procedures get in the way. Here is an extreme example: (More discussion on Processes and Procedures to follow in this column next week)

Family Member:   'I am calling to tell you she died back in January.'

Service Provider:  'The account was never closed and the late fees and charges still apply.'
Family Member: 'Maybe, you should turn it over to collections.'
Service Provider: 'Since it is two months past due, it already has been'
Family Member: So, what will they do when they find out she is dead?'
Service Provider: 'Either report her account to frauds division or report her to the credit bureau, maybe both!'
Family Member: 'Did you just get what I was telling you - the part about her being dead?'
Service Provider: 'Sir, you'll have to speak to my supervisor.'

Supervisor gets on the phone:
Family Member: 'I'm calling to tell you, she died back in January with a $0 balance.'
Service Provider: 'The account was never closed and late fees and charges still apply.'
Family Member: 'You mean you want to collect from her estate?'
Service Provider: (Stammer) 'Are you her lawyer?'
Family Member: 'No, I'm her great nephew.' (Lawyer info was given)  
Service Provider:  'Could you fax us a certificate of death?'
Family Member: 'Sure.' (Fax number was given )

After they get the fax :
Service Provider: 'Our system just isn't setup for death. I don't know what more I can do to help.'
Family Member: 'Well, if you figure it out, great! If not, you could just keep billing her. She won't care.'
Service Provider:  'Well, the late fees and charges will still apply.'
(What is wrong with these people?!?)
Family Member: 'Would you like her new billing address?'
Service Provider: 'That might help..'
Family Member:  ' Odessa Memorial Cemetery , Highway 129, Plot Number 69.'
Service Provider: 'Sir, that's a cemetery!'
Family Member: 'And what do you do with dead people on your planet???'