Common Curtesy and Customer Service

[FallenAngel]

ok ill admit i work in a job where i have to work directly with the ppl ... i like my job and i like ppl .... but i always have such a hard time understanding why ppl in all walks of life cant simply just practice some very basic curtesies and make everyone's life easier....

story #1 ( a little background - i used to be a waitress so im simpathetic to those that serve food ) anyways ... i went to dinner this evening at a mexican restraunt ... quiet monday evening so i t wasnt very busy at all i get seating quickly ... waitress promptly comes to me and gets my drink order ... next to me is a middle aged couple ( i would guess late 40s early 50s ) that were seated what looked like just before i had been (they already had drinks but were still looking at menus .... anyways waitress returned with my drink and asked if i was ready to order ... since i was on my lunch and somewhat of a hurry i said i was ... and did order ... she took my order ... glanced at the couple next to me who quite clearly were still trying to decide ... so she turned to walk away and place my order ... well at this point the woman at the tabl looks up and very loudly (and rudely) says "EXCUSE ME miss arent you going to take our order? we were here first!!!" .. the waitress returns to their table apoligizes and prepares to take their order ... at which point the woman returns to reading her menu ... cleary having not decided yet ... several minutes pass in which not only do the NOT order ... but they refuse to let the waitress suggest or recommend anything ... a few more minutes pass and the waitress says (very politely) "let me give you all a few more minutes to decide and i will be right back to take your order ..." the old man says "ok" ... the woman says "NO! im ready now ... turns to her husband (im guessing) ands says you order first honey" .... at this point even i am ready to scream ... i feel so bad for this waitress at this point the old man asks a question about how a particular meal is made ... she explains ... lists all the ingredients (which woman is listening to also) ... man thinks it sounds good and orders it ... woman decides to have the the same (sigh of relief here) ... waitress writes it down and leaves ... now obviously our orders were put in and almost the same time .... but i was alone and single orders are usually finished faster ... plus i had ordered a taco salad so the only thing on mine needing cooking was the meat ... anyways ... 10 minuters later i recieved my meal exactly as i had ordered it ... waitress checked my drink then moved to the couples table and checks theirs ... (which they were fine) she said their meal should be out shortly and walked off to the kitchen ... no sooner had she left then another table was sat .... and sure enough it was for the same waitress ... she comes out and begins to take their drink orders ... at this point the old woman (code named 'Bitchy' at this point) speaks across the restraunt to where "her" waitress is taking drink orders and demands "excuse me MISS where is our food" .... i personally saw no reason for this ... i had hardly started my food so i was fairly certain theres couldnt be ready .. secondly this waitress had not shown any signs of tryingto ignore the couple she was obviiuosly quite attentive so there was no reason for Bitchy to call across and interupt her ... plus this puts the waitress in a tricky position does she ignore her new table and go to Bitchy or does she ignore Bitchy and make her more irate? .... ppl are so rude ... after getting the tables drinks the waitress came out with the couples food .. which Bitchy proceed to complain about everything on her plate she did want this or this or this (which she should have known was on it since she had sat and listened to the description same as her husband) anyways ... they ended up leaving at the same time i did and paid right before me ... as they were leaving out the door i heard the man say something to Bitchy and she replied "Thats why they work at restraunts dear they dont know how to do anything better" .... im pretty sure she was talking in reference the the waitress after paying my bill i walked back to my table and left a 10 dollar tip on my table ... my question is how can ppl so obviously rude and not even know it?



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crap

[TokenCracker]

[This message has been edited by TokenCracker (edited 02-06-2001).]

[FallenAngel]

story #2

i was listening to one of my fellow techs on the phone tonight while i was on break ... he was on the phone with a customer who had a problem on his computer that had absolutely nothing to do with our service ... normally this is an easy call because it doesnt do with our service we cant really tech the call ... aparntly this person was paying attention tho ..this is roughly hw the conversation went:

'I apoligize sir but we dont support <Insert Product Name Here> this is internet tech support are you having any problems with your connection?'
....
'Yes sir I realize that you cant open that program'
...tech is apprently cut off...
'yes sir i..'
..cut off again...
'well sir if you would lis...'
..cut off again...
'ok sir well is that a problem with you internet conection?'
*long pause*
'ok sir well i can help you with the slow speeds'
...cut off again...
'sir i that program doesnt have to do with the internet, if you would like i can help with your slow..'
...cut off AGAIN...
'SIR i would like to help you with the slow speed problem you ..' ..cut off...' sir if you would let me' ...cut off..' sir let me finish what i am saying please'
*long pause*
"sir did you want help with your slow speeds" (at this point its kinda obvious he is talking over the customer)

this conversation went on for nearly 30 minutes ... what i find interesting is even when the tech was trying to help him the customer wouldnt shut up long enough to hear what he had to say ....



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crap

[FallenAngel]

<BLOCKQUOTE><HR>Originally posted by TokenCracker:
paragraph breaks

i dont use them either

nobody read my shit either, even though its more interesting than anything in your fucking life!

goddamnit HYPERTRIBE CHAT SUCKS!!!!!!!!!!!

[/quote]


EDIT: nevermind, not worth a response

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crap

[This message has been edited by FallenAngel (edited 02-06-2001).]

[Wise Womcat]

I've seen people treat waitresses like that before. It really just chaps my ass to think that people are that inconsiderate of others. One time an old (60 or so) was being incredibly rude to a young (16 or so) waiter, so my mother (I was probably 15 at the time) looked straight at the lady...got her eye contact, and then loudly state, "Someone outta slap the shit out of you." My brother and I buried our heads in embarassment (and to hide our laughter). That is the funniest thing my mother ever did I think.

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You're entitled to your own opinion....even though it's WRONG!

[Pianomahnn]

<BLOCKQUOTE><HR>Originally posted by FallenAngel:
*SNIP*
[/quote]

I've worked in a few restaraunts in my day, and I know exactly what you're saying. Bitchy was unhappy with her life. She was also one of those people who probably thinks she deserves something more than everyone else. Perhaps a free meal. Now, my own story.

I was the shift manager, and these two woman, one old, one 40's, come in with 3 children. I promptly seat them in the desired smoking section. They ask me about the "kid's eat free" promotion, and explain it thouroghly. The waiter then approaches their table, yada yada yada, the lady, once again, asks about the "kids eat free" promotion. He explains that with every adult meal purchased, the child would get ONE DINNER ENTREE free (not beverage, nor desert). So, these trashballs finish with their shit, and get their check. Oh, look, they feel the need to come and bitch to me. They said no one explained what the kids eat free thing was about, and politly said you're wrong. The lady continued to complain, and I asked her what she wanted. She said she wanted the pops and desserts for free. I told her it wasn't going to happen, and that both myself and her waiter explained it to her, quite in depth. She didn't like this very much. Started bithcing some more, and asked her to leave.

Don't give into these people. That's the one thing. Some people just complain to get free stuff. No one else gets anything for free, why should these people.

Fucking fucks.

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I live on freedom. So should you.

Freedom Lives Within (http://www.pianomahnn.com)

[Lightbulb]

People seem to think that because they are paying for something which includes service, they own the server. And people say America has no class system. Of course it does, it's just tied to your finances.

I worked in a bar/restaurant in London where the owner informed the employees, when he hired us, that (within reason) if people treated us rudely, we were quite entitled to treat them the same way. Some of the staff were eloquently abusive too.

Strangely, here in Spain, that's taken for granted. If you are a shit in a bar, you get half measures and poor service.

[morgana]

<font color="lime">sometimes, no matter how you feel about a customer or the situation they have put you in, you have to give in. because that's what you're paid to do.

i once had a customer buy a 12 gauge barbell for a tongue piercing from my store. i explained to her that because of the nature of the item, once the packaging was opened, it couldn't be returned. i also asked her if it was the correct size. she stated that it was.

twenty minutes later, she came in, demanding her money back because it didn't fit. i repeated our policy to her, and explained that i had already warned her about it. she had a hissy fit, saying that i intentionally sold her something that i KNEW wouldn't fit her. she said that i should've known better than to sell it to her, because i was the professional. i repeated the fact that as a representative of my company, i couldn't give advice to people as to sizing, and reminded her that she picked it out. she started getting loud, and said "well, when i bought one from spencer's, they said i couldn't return it, but i did anyway. i'm not leaving here without my money."

so i said "ok. stand here all night then.", and walked away from the counter and waited on other customers.

i let her stand there for almost an hour, before she asked me to come over to the counter. she then asked me how long it would take her to stretch up to a 12 gauge from what she had, and i ended up selling her another barbell on top of the one she had bought.

when i told my boss about it, he said that if she had called him about it to complain, i could've been fired, because we have a "no-hassle" return policy.

people only do this stuff because they KNOW they can get away with it. corporations are so scared of lawsuits that they make you eat anything a customer dishes out to you.

</font>

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adapt, or be eaten by the beast...

[Dog Breath]

I totally agree that those that serve deserve respect. I always tip at least 10% then I add for good service. I have tipped as much as 50% on a family meal.
I have a habbit of running down the manager when I have a good experience. It scares the piss out of the employees but you ought to see the manager's face turn from droopy to surprize when it is good news he is getting.

Advice to others. If you get really good service please let their boss know. When it comes time for raises and promotions you just might help that go getter edge out the slob you had last time at that resteraunt or what ever. Your comments are sure to get back to your server and will help them feel like their job has purpose and a feeling of competency. Hell I do it at the drive up window at McDonalds. Last weekend I had a really friendly person operating the drive up board and taking money. I aske for the manager and complimented him throught the window. Nothing like a little good will with your smog.

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Woof.
If it's so sick, why are you laughing?
*insert ugly picture*

[estero]

<font color=pink>Sorta on topic here, I had a horrible experience with a Cell phone company, the most terrible customer service I have ever encountered in my entire life. I had to write a letter. Here it is:

André Tremblay
President and CEO, Microcell

Dear Mr. Tremblay


Let me start off by apologizing for sending this letter via certified mail, I know this is a major inconvenience, however I think after you finish reading through what I have to say, you will understand why I had to resort to this. I have been a loyal Fido customer for over a year, and I have had nothing but great experiences with both your sales and customer service staff. Unfortunately, this is no longer the case.

Sometime in July 2000, I added "free-nights-and-weekends" on to my calling plan. I found this service very convenient, however on September 14, 2000; I called Fido to remove this service from my calling plan, in order to reduce my monthly bill. I decided this was not a wise decision, so a few days after canceling the option, I called Fido back, and asked them to re-add the service to my calling plan. The service representative was very courteous, and explained to me that since I was calling before my billing date (which is the 26th of every month); I wouldn't see a lapse in the free-nights-and-weekends plan. I was pleased, and continued to use my phone in a manner complimentary to this calling package.

On November 6, 2000, I began to wonder why I hadn't received my invoice from Fido, so I called to inquire about the delay. Much to my surprise, I was told that I had an outstanding balance of $1233.48 for the month of September. I was positive there had been some type of error. I asked the customer service rep why the amount was so excessive, and they explained it was due to the amount of minutes used for the month. After some more questions, we realized that Fido never re-activated my "free-nights-and-weekends" option, and therefore was illegitimately billing me for minutes that weren't supposed to count against my allotted time. I proceeded to explain to the representative, that I had re-activated that option shortly after de-activating it, and that I was assured by the person I had spoken with before, that I would receive no lapse in the calling plan. They explained to me that I would have to talk to someone who could look further into my records.

I was then transferred to Isabel XXXX. I explained the whole situation to Isabel, and she said that since there was no record of me re-activating my "free-nights-and-weekends" plan, she would be unwilling to help. I asked Isabel if it was possible that the Fido representative I had called the first time had made a mistake entering the data, and Isabel said that it was a possibility, but since there was no record, I was responsible for the entire $1233.48.

I went through the whole scenario again with Isabel, and told her that I was certain I had re-activated this calling plan within a few days of de-activating it, and that it was definitely no later than the 26th of September, since that was the whole reason the representative said I wouldn't see a lapse in the calling plan. Isabel became very impatient, and said that there was nothing she could do. After I requested to speak to her supervisor she reluctantly agreed to have a supervisor contact me.

After a bit of phone tag for the next couple days, I eventually had to call back on the 8th of November. Unfortunately, her supervisor wasn't available, so I was transferred to Isabel again, where she said that the most she would do, was have someone look at the calling records to see if I had called back within three days after de-activating my service, a process which she said would take four days. I said to Isabel that I wasn't sure if I had called within three days, and that I still felt I was being treated unfairly. Isabel became extremely belligerent, and I even had to ask Mrs. XXXX to not yell, as she rudely said that she was doing me a "huge favour" by discussing this issue further with me, and that she had "lost a lot of time" as a result. I then said to Isabel that I was very disappointed with the way she was representing Fido by dealing with me in this manner, and she proceeded to say "well that's not the issue at hand", and then hanging up, without even a salutation.

I have never encountered such a rude and offensive customer service representative. All Ms. XXXX wanted to do was to point the finger, instead of solve the issue at hand. Out of every employee at Fido, Ms. XXXX is your absolute worst one. It would be literally impossible for someone to be any more discourteous and insulting. Customer service means to work with a customer, while Ms. XXXX works against the customer. It's a shame that you have someone of that caliber representing your company.

I patiently waited the four days, with no word from Isabel, or anyone at Fido. Finally, thirteen days after last hearing any sort of correspondence from Fido, Ms. XXXX called on November 25th, to inform me that the records showed that I hadn't called within the three days to re-activate the "free-nights-and-weekends" plan. Again, I explained to Isabel that I wasn't positive if it had been within three days, only that it was before my billing date of the 26th. Isabel then said that she "actually searched the whole month". I find this extremely hard to believe, because of the previous encounters I've had with Ms. XXXX. Unfortunately, despite my repeated requests, I still have not spoken to a supervisor.

Fido says that they are not aware of my re-activation of this plan. They refuse to consider that I would have to be a totally irrational person to continue to use my phone to this extent without the free evenings and weekend’s option, knowing full well how expensive airtime is after exceeding the allotted number of minutes. I attend York University and struggle to meet the demands of rising tuition; consequently, the limitations and stringency of my personal budgeting does not permit me to be careless with my expenditures. It is evident that I believed myself to still be covered by this plan by referring to my invoice, which is attached and which shows the greatest number, and lengthiest of my conversations take place after 8:00pm and on weekends, as per the conditions of this plan.

I’ve decided to contact you because I do not feel I should be responsible for the amount I am being charged. I am anxious to resolve this situation as it is placed a great deal of stress and undue trouble upon me. I am worried about the repercussions that this bill may have upon my perfect credit rating, especially since it is an amount that has been improperly charged against me. I emphatically request that you do what you can to help me in this situation. I am sincere in asking for your help and hope you will respond.

Thank you for taking the time to read this letter and I hope you take its contents into full consideration.


Sincerely,

Kaye, from Hypertribe. PEACE
__________________________

Anyway, after that letter, everything was cleared up. They took the $1,200 some odd dollars off my bill and everything was resolved.

I have since then cancelled my cell phone.

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[This message has been edited by Kaye (edited 02-06-2001).]

[Cruise Director]

I work retail, too. These are the rules I'd like to hand to my customers:

1. Don't call across an aisle, "hey, boy !" and not expect a "yeah,pa?" response.

2. I am not a dog. Do not whistle for me. Walk up and say, "excuse me..."

3. Don't ask me a question and get pissy when the answer doesn't match the brainiac hypothesis you've already formed.

4. Lack of planning does not constitute an emergency on my, or my employees parts.

5. If there is lack of planning, we will do everything in our power to help you as long as you don't act like a total numbnuts.

6. Our cashiers are not, "hun, babe, darlin' sweet-thang," etc. They have a demanding job and deserve respect.

7. Being nice to me makes me want to be nice to you.

8. Chances are, since I work in this profession, I know more about your plumbing problem than your "contractor" neighbor. (If he's so fucking smart, why aren't you asking him these questions.

9. NO ! You can't have my employee discount. You're not an employee. (duh.)

10. Yes, ma'am. I'd love to come install your cabinets and have you be my sugga-momma for a few years.

11. No, my hardware store does not have a bakery or an automotive supply. (When's the last time the local Autozone carried lumber?)

12. Thanks for your business and come back soon !

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Jesus Christ died for my sins, and all I got was this lousy T-shirt.

[Minimaul]

<font color=blue>

I also work in retail. God damn does it suck. I've had phone's , tech deck's thrown at me . I've been yelled at numerous times.

A older mom about 40 walks in , and starts to demand a refund , being very loud and obnocious.

Thelady was all mad at me because her son's TechDeck (Miniture skateboard aka Fingerboard) broke.

She said " My son is a good kid , he's never broken a thing is his life. He was using this on the HOLY BIBLE! "

Me " It's still not our fault that it broke and we have sign's that say ' No warrenty on TeckDeck's.' And we don't give refunds. And I can't trade it out . "

She didn't like that She threw the fingerboard at me and stormed off.

I talked to the owner she said that if people get all fussy and shitty to kick them out . They said to if bill collecter's and shit get all pissy to that I don't have to take there shit , since I don't pay the bills. I'm nice... unless there not.

Other senarios have happend like this , sometime's I just kick them out. Or we come to an agreement. But there still fucker's.

Bill collecter's call my work all the time. Looking for my boss.

Me " No he's not here . Can I take a message? "

Bill collecter " I've left three message's here before , I havn't gotten a call back yet. Do you handle the check paying? "

" No the owner does , if you give me your name and number I can give him the message when I see him. "

" No that's no good . Who are you? Let me talk to the manager "

"I'm Jim (lie) , and I am the manager."

" You are not being very nice , I need to get this taken care of , or I'm sending it to collections ! "

" Niether are you . I said I don't pay the bills , but if you leave you name and num- "

" Your being a jerk! "

" You're a bitch "

" You asshole , I'm going to get you fired."

" Good you whore , I'm going to get you fired , no don't fucking call me and complain about shit that I HAVE NOTHING TO DO WITH ! "

*click*

" Damn what I bitch " I go to walk off to tell the manager . I am the manager , well... asistant. But my job isn't like most one's . Real laid back.

*Ring*

" Is Jim there ? "

" This is him. May I help you " I know who it is because I said my name was Jim. Because I knew where this conversation was going . And I wont get in trouble .

" Yes. You are an asshole . You are nothing but a jerk that has no life infront of him. I hope you go to hell . You were very rude to me , and I'm going to do everything I can to get you fired. "

" That's fine , you're still a bitch "

*click* She hangs up.

I still have my job. That was over year ago.


Edit : I had to add some color http://www.thehypertribe.net/ubb/smile.gif
</font>
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[This message has been edited by Minimaul (edited 02-06-2001).]

[FallenAngel]

good color choice ....

i had a nother more amusing call today which once again cause me to wonder about the human race ...

here's the call:

'thanx for calling <isp name> this is 'fallenangel' how can i help you?'

'yes i need to speak with tech support please'

'yes sir thats me how can i help you?'

'your not an operator?'

*being accustom to this responce even tho this is the 21st century and believe it or not women have brains and use them; i continue on just as politely.....*

'no sir im not ... what kind of problems are you having this evening?'

'well my computers broke' *very informatiive*

'could you be more specific .. what exactly is giving you trouble?'

'i cant get on the internet it wont work' *very good much more specific but still lacking detail* ...heres where it gets interesting ...

'ok sir what os are you running?'

'microsoft, but thats not the problem..'

'ok sir is it windows 95/98/me?'

'2000' (yea right)

'ok sir id like you to restart the computer ...'

'thats not the problem the internet is broke...'

'yes i realize 'the *whole* internet' is broke but let me have you restart the computer'

*this take ten minutes to get done*

'ok sir you see the blue screen with clouds on it....what does it say'

'there isnt a blue screen with clouds its with and says windows me...'

'thank you sir'

'but this wont fix it'

'ok sit let me just try a few things'

'uuuh ok'

'ok sir can you double click on 'my computer''

'excuse me ma'am is there a real tech there that can help me? ... dont any guys work there?'

'yes sir let me transfer you ...' *release*

---------------------------------------------

very next call ...

'thanx for calling <isp> this is fallenangel how can i help you?'

'yes mam my internet wont work'

'ok sir lets try..' *cut off*

'well ive already rebooted my computer and unplugged the cable modem and that NOT the problem so DONT tell me to do that'

'ok sir..*pause*..let me have you shut down your computer ..*smiling*'

'that is NOT the problem'

'sir did you turn your computer off?'

'no i told you i rebooted it and it didnt work'

'ok sir turn your computer off please ...'

*bitch bitch bitch, finally turns it off*

'ok sir now please unplug the modem...'

'i told you i already did that and it didnt work'

*click clickity click click*

'sir it shows here on your account that the modem has not been turned off in 13 days, 12 hours, 17 mins, and 12 secs...when did you unplug it?'

'well i havent unplugged it yet but thats NOT going to work'

*why do ppl call tech support if the dont want to listen to the answer?*

'ok sir can you please unplug the modem'
*finally get him to unplug it ... reset it..turn computer back on and magic it works*

what does the guy do? hangs up on me as soon as its back up




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crap

[Minimaul]

I hate moron's. To bad they don't know that they are a moron.


I've called tech support a few times. I'm nice.... because they help you with shit that you don't know. Or else you wouldn't be calling . Right?

I'm nice to people that are nice to me. It's a pretty simple cycle.

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[Cruise Director]

One of these days, I'm going to invent retail without customers. *sigh* To dream the impossible.......

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Jesus Christ died for my sins, and all I got was this lousy T-shirt.

[Minimaul]

<BLOCKQUOTE><HR>Originally posted by Cruise Director:
One of these days, I'm going to invent retail without customers. *sigh* To dream the impossible.......

[/quote]

It was said best in Clerks

" This job would be great if is wasn't for the costomers " - Randall ( I think.. it's been awhile since I've seen it )


<BLOCKQUOTE><HR>Originally posted by RougeWarrior:
Possibly the truest words ever spoken on this UBB. Thank you, Minimaul.
[/quote]

Ah... No , thank you Mr.Akovano !

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[This message has been edited by Minimaul (edited 02-07-2001).]

[FallenAngel]

im so glad you bought up clerks ... that movie so kicks as for anyone that works as a store clerk ... i worked ina video store and a convienient store once ... that movie was so true it really was scary ... the worst part is ... my parents (who are pretty much your typical customer not thinking that the employee is actually a person too) they thought that movie was a joke and exagerated ..... oh how sad ....

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crap

[Minimaul]

Yes it is sad.

It's the ingorance of people , and their hatred for the thing's the don't understand that bother's me. But , I'm sure I have many ingorant moment's to . I just try to be as open minded as possible. Without being a cock , or a dildo .


You can't blame people for not knowing something though . I don't think that common sense is such a thing. Everything you know you learned. Hence , common sense was taught to you by your mom saying " Don't stick that knife into the socket! " If no one would have said that to me , I would have done it. Then people would have said something like " it's common fucking sense not to do that! "
Well , my friend no it's not. So you can't be mad at someone if they don't know . Some people just need to educated and shown things . If they don't understand then , fuck 'em. Leave them be.

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[FallenAngel]

its not ppls ignorance that bothers me ... but just because ive never been a pilot and dont know what they go thru doesnt mean im gonna be an ass cause my plane is delayed ... i try and keep an open mind knowing that for the most part everyone is doing their job the best they can ... i dont think i have ever gotten upset at someone unless they were truely rude to me first .... i just think its sad that everyone cant manage to be even remotely open minded to other ppl lifes...

i hope all that made sense

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crap

[Minimaul]

made good sense to me.

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