Nando & the Ice Maker

The ice-machine was broken in our building and when the office manager refused to do anything about it--I wrote the following e-mail to her boss.
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Hi,

I just wanted to inform you about a situation concerning Ilfra Greenspace (building manager). I called to get information on the ice maker in the freezer that’s located in our building. Before I could properly explain my disposition, she abrasively interrupted and told me that an ice-maker did not exist in the building. (I looked around at first thinking—am I in the wrong building—cause it’s been known to happen, let’s not get into my Saturday nights! Oy!) I told her that this was confusing because I had been working in the building for seven months and daily (even 4 times a day) I’d go to the fridge and gather ice for cold drinks. I always thought this was a great perk working in the Corporate Suite offices. Several of the people on the floor would gather around the ice-machine and fill there cups and talk about how blissful it is to work on this floor. Ah, the memories.

“We don’t have ice-makers in our building,” she barked and went on to tell me how she “would know” if they had them because she know “everything” that goes on in the building. At this point I knew I was involved in a losing battle. Whenever a person in charge of a department or section spits out the phrase, “I know everything that goes on around here!” it scares me cause I’ve seen enough Disney movies to know better. I’ve been in so many customer service situations where I have been able to openly discus a problem with someone and work towards a solution—this was obviously not a person who wanted to work on the solution—which was: no more ice in the building.

At the end of the conversation she explained, in a condescending tone, that she would “find out” about the situation and get back to me. At that moment I thought the issue was over, I would be forced to live a life consisting of hot drinks and room temperature water. When in a flash I got a call back from Yessenia telling me that “they had” decided to “turn off the machine” and that’s why it was not producing ice.

I would have been okay with that and not thought of switching it on—but a major question popped up.(Sort of like Carrie Bradshaw in Sex and the City—but this question did not involve men and relationships but me and ice) If you know “everything about your building” and at first you told me that there are no ice-makers—how can you come back later saying that they have been turned off? And, if she does know everything going on—why doesn’t she know that it’s not about the machine being “on or off” but about the machine being broken (the machine’s ice was dumped about a month ago and the ice tray mechanism was removed causing the water to run and cover the tray with a blanket of ice).

I have let the issue go—but it does worry me that this type of attitude might turn clients away when they have an inquiry about building issues.

Have a great day!

I can be reached directly at 212.520.8323, M-F, 9-5pm.

Best Regards,

Nando Rodriguez
Account Manager & Recruitment Specialist