Not the Most Friendly of Beasts

Someone I dealt with last week reminded me of a scene in the first Harry Potter movie. If you’re not familiar with Harry Potter, here’s a quick background: Harry Potter is an orphan who finds out he is a wizard. The gentle half-giant/half wizard, Hagrid, not only informs Harry of his lineage but also serves as his escort to the wizard school, Hogwarts. Harry has a list of required school supplies, all of which may be obtained in the magical shopping area, Diagon Alley, magically hidden behind a pub in London.

As Hagrid takes Harry on a tour through the alley, he points out all the marvelous shops, explaining what wares each shop sells. Harry, who is only eleven, asks, “But, Hagrid, how am I to pay for all this? I haven’t any money.”

Hagrid points to Gringotts Bank, replying, “Well, there’s your money, Harry! Gringotts…the wizard bank!”

Once inside the bank, Harry takes in the scenery, observing the many employees who are furiously stamping away on things (probably with “REJECTED” stamps) and asks, “Hagrid, what exactly are these things?”

“They’re goblins, Harry. Clever as they come, goblins, but not the most friendly of beasts.”

Most muggles’ (non-magic folks) version of Gringotts is probably their local branch of the Department of Motor Vehicles, but last week, my version of Gringotts was the state Department of Taxation…

A few months back, I received a letter stating that I had not filed my monthly sales tax report for February. I had submitted and paid; however, I elected to file quarterly. So, in an attempt at being a diligent and upstanding citizen, I wrote a letter of explanation, enclosing all of the supporting paperwork, and mailed it to them the same day I received their notice. I heard nothing further and assumed the matter was closed.

A few weeks ago, I received a notice of penalty and interest for not having filed February. Did they not receive my letter? Or, more likely, was it part of a pile of ignored correspondence on someone’s desk? I began to draft another letter but then, after considering the lack of results brought on by the first letter, made a phone call instead…, and that’s when I got a Gringotts Bank employee on the line–she did not sound at all pleased to speak with me; on the contrary, she seemed bothered and impatient (not the most friendly of beasts).

I explained my situation, and she stated that a taxpayer must file monthly for the first year, and then later, may file quarterly if the state allows it. I told her I didn’t know that, to which she replied, “It states it in the welcome packet you received.” I told her I never got a welcome packet (because I really didn’t). I also said I’d sent a letter with a copy of payment confirmation; she advised me they had no “notes” in their system showing receipt of my letter but that she would fix February and send me the welcome packet. I thanked her and said goodbye, hoping she’d keep her word.

Last week, I went to the mailbox and found two more letters from the Department of Taxation. I immediately thought, “NOT again!” When I opened the first, I was pleasantly surprised to find the welcome letter she had promised. Upon opening the second, I was even more pleased…she had sent a notification showing a zero-balance due for February—she had fixed my account.

I sat down and wrote another letter, this time to her attention. In the letter, I thanked her for following through with fixing my account and sending the welcome packet. I wrote that I was extremely pleased with her outstanding customer service, and I asked her to show my letter to her supervisor so he or she would know what an excellent employee she was. Then, as a finishing touch (and because I wanted to try out my new wax seal), I sealed the letter, adorning it with a golden wax “V.”

I hope that my letter made her feel appreciated and shows I am genuinely grateful that she corrected the problem. I hope she got a kick out of the golden, wax seal, and I hope when she showed the letter to her boss, she got a “Good job!” or something similar.

I imagine that working in the state’s penalty assessment office isn’t a very pleasant or rewarding job. Come to think of it, I used to have a similar job, and it sucked to know that every time the phone rang, there was a 99.9% chance that the person on the other end would be frustrated, angry, and sometimes, even abusive.

I’m glad I invested as much time in writing a thank-you letter as I spent on the first letter I sent because I’m willing to bet that letters of thanks and appreciation are uncommon in her line of work. I think, for the most part, even people who aren’t “the most friendly of beasts” aren’t really beasts at all…they just need a little appreciation once in a while—and it’s probably even better when it arrives with a golden seal.