EVALUATION OF CASE NUMBER 6

Unfortunately, the checklist does not apply to customers.

At the end of a busy day and faced with a customer such as this, anyone would have difficulty in maintaining a pleasant, friendly manner. However, nothing is gained by "cutting the customer down" or permitting him to control your temper. Because the customer did aggravate them, PO Brush and SN Pistol would have to make a diligent effort to be pleasant and friendly toward him when he returned the next day.

CASE NUMBER 7

The phone rings and rings and rings and rings.

"D'sbursingofficePistolspeakinsir."

SA Doe, hopeful that he has reached the disbursing office, states his problem, "I have been granted emergency leave starting at 1600, and I don't have enough money to make the trip. One of my friends told me I could get special pay. Can I?"

"Ya'llhaftacomeuptotheoffice." Click!

SA Doe charges up to the office and presents himself at the window. The DK looks up from his desk, "Whatayawant?"

"I just called about special pay, and you said to come on up to the office."

"How much ya need?"

SA Doe thinks to himself, This is great! I was afraid I wouldn't have enough money to get home. Now I'll be able to take a plane. He answers, "$300 will be plenty."

"Where's your chit?'

SA Doe is taken aback. He looks questioningly at the DK

"Wha-"

"Your special request chit; the XO has to approve it."

"Oh, I didn't know," SA Doe mumbles.

"Well you know now."

SA Doe heads for the division office where he obtains the special request form and fills it out; then he heads back to his division PO for the first signature. PO Boate is helpful in getting his leave approved, and he takes the special pay request to the division officer and the department head. PO Boate explains that the reason SA Doe didn't submit the request earlier was because he was not familiar with the procedures for obtaining special pay. The head of the department approves the request and says that he will take it to the XO to save time.

SA Doe soon has his approved request, and he returns to the disbursing office to get his money. Just as he reaches the office, the DK comes out, closes the door, and locks it.

"Excuse me, when can I get my money? I have the special request approved?"

"I'm gonna eat. Come back after 1300."

At 1300, SA Doe is standing by the door waiting for the DK to return. As the DK approaches, his first words are, "Are you here again?"

"Yes sir. You said to come back at 1300."

"Come on in. If I don't get you outa my hair, I'll never get nothin' done."

The DK takes Doe's special request and goes to the file to pull Doe's financial record. He keeps up a constant one-sided conversation to impress SA Doe with all the work he has to do, the extra work caused by the

special pay request, and the fact that if he wasn't such a nice guy he wouldn't bother with it at all.

"Where'd you get the idea ya had $300 coming? The most you can draw is $200."

"I don't know. You asked me how much I wanted. With $300, I could fly."

"O, boy!! I oughta throw the whole works in the can. Do you want the $200?"

"Yes sir."

Later, as SA Doe finishes packing, he confides his financial problem to a friend and asks if he can borrow some money from him to be repaid when he returns. His friend says he doesn't have any extra, but he has heard of one man who obtained a loan from the recreation fund.

SA Doe again seeks out PO Boate and asks him about the possibility of getting a loan from the recreation fund. PO Boate goes with him to see the recreation fund custodian and vouches for his need. Only a short time is needed to arrange for the loan of $100.