Monday, September 10, 2012

Not Just Double-Checking Anymore

I am very often frustrated by the number of times and places that the majority of us have to put up with additional bullshit because of the (hopefully) minority of idiots who have fucked things up.

Two examples, just today:

Example One:

Transferring funds online. I selected the account I want the money taken from, the account I want it to go to, and typed in the dollar amount I want transferred. Clicked "submit."

Got a popup window that said "Are you sure you want to submit this transaction?" (Yes, I'm pretty sure, since I just filled it all out and clicked 'submit,' but I get it that you need to double-check.) Clicked "yes."

Now another page comes up. The first couple of times I did this, I just assumed (yeah yeah, I know about assuming, shut up) that it was the standard "here's a summary of the transaction you just did, print a copy for your records, etc" stuff. But NO! Hidden in amongst the summary is a small button that says "approve."

OK, at this point I have filled out the transaction, submitted, and verified that I did, indeed, want to submit this transaction. Now I have to approve it? Irritated, clicked "approve."

Fucking popup window: "Are you sure you want to approve this transaction?"

At this moment the only thing I am sure of is that I want to punch something. YES YES YES, I want this !#$$^#$%# transaction to happen, would you just DO IT ALREADY????

People. When move my mouse around and type things in to fill out a transaction, please believe that I want to process that transaction. I get that sometimes there's a little finger fumbling and a person might mess up...but that's why you ask ONE TIME if it's correct. Pick one: either a pop-up window that asks if I'm sure I want to do this, OR a summary of transaction that I need to approve. But you do NOT need me to quadruple-check this transaction.  That's excessive and irritating and insulting. Can you imagine them doing that when you go face-to-face at the bank?

*passes teller a withdrawal slip from savings and a deposit slip to checking, all filled out*
Teller: Are you sure you want to transfer this money?
Me: yep
Teller: So you want me to transfer x dollars from your savings to your checking?
Me: yep
Teller: Are you SURE you want me to do this?
Me: *bitchslaps teller*

Example Two:

Went to therapy this morning. Entered one of the registration booths, told the woman there my name, who I was there to see, and the time of my appointment (that last one should have been obvious, but they will ask you if you don't tell them). Next she asked me if any of my information has changed. Now, I am at this building EVERY WEEK. Have been for YEARS. For a couple of those years I was there twice a week . And no matter how many times I tell them "nothing has changed," they will STILL then ask me every time if I am still at (and they say my address out loud), if my phone number is still (again, said out loud), whether my insurance is still (yep, out loud). These are NOT soundproof booths. There is a person on the other side of the partial wall checking in another client. And everyone (including the client) gets to hear my "confidential" information.

Now, I have been at this same address, with this same phone number, for close to fifteen years. I have had the same insurance information for ten years. If something changes, you can bet that I'm going to share this information with people who need to be able to properly bill my insurance so they don't have to stick -me- with the entire bill.

Here's an idea: how about believing me? How about believing that when I say (EVERY WEEK) that "Nothing has changed" that I have the first frigging clue of what "nothing" means? How about believing that I understand that my address, phone number, insurance, emergency contact people, etc would be "something" that had changed, and that if any one of those HAD changed, that I would know, remember, and tell them? How about NOT finding it necessary to ask me a question (has anything changed?), GET an answer (nothing has changed) and then go on to ask me about every bit of information that your computer has that I have just told you is exactly the same as last week, and the week before that, and the week before THAT, and (let's just pretend I did that to cover every week for the last ten years).

I vented this to Brenda awhile back and we were joking that one of these times I'm going to say yes when they ask if anything has changed, and then when they ask me each field, give them exactly the same information that is already in there. Because they seem pretty damn determined that something should change so they can update it.

People. I -know- that you have clients who won't remember or think to tell you if something changes for them. I am not one of those. Neither are the majority of the people I know. ALL of the people I know understand what the word "anything" means and the difference between that and "nothing." Give us a little credit, yeah? Especially if you see (and I KNOW that information is on there) that we have a standing appointment, which means we are NOT new clients, and we know how the check-in process works.

I am curious about the number of times they "catch" an error doing this, vs the number of transactions/check-ins. Like, if they are checking in 400 people a week (conservative estimate), how many times in that week do they say "has anything changed since your last appointment" and the client says no and they continue "are you still living at" and the client responds with "oh yeah! I moved! I completely forgot!" How many times? Is that really a high enough percentage that you need to do that with every person?

Please, please, stop treating us all like complete idiots. Yes, some of us are, and you would have to deal with those anyway, regardless of the number of checks and balances in place. The idiots -will- get through.

Just don't assume I am one of them. mk


Alison said...

Hi. I found your blog through the comment on Jenny Lawson's suicide prevention post. I love your snarkiness (assuming that's even a word)! Not that my opinion carries any weight, but in addition to your huge reason to keep going (your kids), maybe another smallish reason could be that your writing gave me (& I would assume others) a good laugh. That's a talent not everyone has.

By the way, I'm a doctor and in my office we have a sign-in sheet that asks if anything has changed (there's a column to check if anything has), plus we have people look over their demographics sheet at least every few months, and I try to get my receptionist to ask people. Despite all that, it's not uncommon (maybe once or twice a month) that a patient says no no no in the front office, but when they go back to the exam room, just in the course of my normal conversation with them, they'll mention that they got married and changed their name, and/or moved, and/or got a new job,etc.! So, maybe don't be so hard on the staff at your therapist's office...although asking every week does seem excessive.

markira said...

Alison, thank you! That is a considerably compliment that you gave me (and yes, your opinion matters!), and it means a lot.

Yes, it was the *every week* thing that drove me over the edge. I -totally- get the need to check that sort of thing for infrequent visitors. People do that at doctor's offices with symptoms, too, I know...I think I heard it referred to as the 'doorknob syndrome,' where it's not until the doctor has a hand on the doorknob to leave before the patient says, "Oh, by the way" and proceeds to mention something of considerable import, like oh, say, a tumor, or a sudden mole the size of their fist. Gotta love that. :)

Again, thank you!! mk