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I got a phone call today from someone who needed help, but wrote the number down wrong and got me, one of the people least qualified to help him. I explained that I was not only in the wrong department, but also in a satellite office, and that I would forward him to the queue where he could talk to someone who could connect him with the right answers.

He acknowledged this, and as I went to put him on hold to get him forwarded to the right place, he started talking again about the help he needed, as though the situation had suddenly changed.  I had already pushed the buttons, so I finished the transfer and went to go meet with someone.

I got back to my desk to find that he’d called me twice more.  Apparently he didn’t like being put into the queue he needed to be in, so since he had spoken to someone — even the wrong someone — he was convinced I could, in fact, help him.

How often do we keep chasing the wrong resource because it’s the one in front of us, instead of following the guideposts to where we really need to go?

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