Here is the experience that prompted me to start this thread. I participated in this conversation with a customer just prior to Thanksgiving:
Me: Thank you for calling ___, my name is Hollylane, may I have the address or account number that I can help you with today?
(Customer gives her information, and I verify who is calling)
Me: Thank you Mary, how can I help you today?
Mary (sounding very stressed): I need to know when you'll be turning off my power, I'm not going to be able to pay anything at all at this time, and I just want to know when this will happen, because...(barely heard sob), I just want to be prepared.
Me (after scanning the account, and reading the notes): Mary, we won't be turning your power off this month. Your account has been paid in full.
Mary (after a brief silence): Excuse me?
Me: Your account has been paid in full.
Mary: (with a catch in her voice): Who did this?
Me: I'm not able to answer that for you Mary. We received an envelope in our drop box with $1000 in cash, and a handwritten message advising us of your address and first name, and requesting that we apply the payment to your account and to please note your account with a message.
Mary (sobbing softly): What was the message?
Me: It read "I have this to spare, and I think that you may be in need of it. Please have a Merry Christmas"
Mary (hardly able to speak): Thank you.
Me: Do you have an idea who it might have been?
Mary (speaking very softly): No, I don't know anyone in Portland. I moved here to care for my mother (against my husband's wishes), who passed away unexpectedly last month. The apartment manager said that I would need to pay first and last month's rent in order to keep the apartment, and because my husband won't allow me to come home, I have no where else to go right now. So, I had to use all of my SSI money to keep this place.
I really did not know what I was going to do. I am so utterly grateful, and so ashamed.
Me: Oh, Mary, please don't feel ashamed. Someone saw that you were in need, and had the means to help. You must have done something very good for someone else in your life, and I'm positive you deserved this.
Mary (sobbing and unable to speak clearly): Thank you, and may God bless you and the person who helped me.
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