Eureka moment

I had an Eureka moment at work today. The past few weeks we have been having difficulties with a certain customer who think she can keep our car indefinately and never declare when it will be returned. I figured out the problem: a certain coworker is going outside the rules to accommdate her need for the car. Naturally when this person calls asking detailed questions, I can not answered them to their satisfaction because I am not repeating what my coworker has said. Next I know they are tiffed and letting a few naughty words slip out. They can cuss all they want cause they are not using any words I have not heard before. Finally, they get so frustrated at my silence waiting for them to shut up that they declare they will call back the next day and speak to the manager. For someone who claims to be a car rental manager at another company and president of a nonprofit organization, this person is dumb as a doornail when speaking to me. We call it playing stupid to get their way by playing one employee off another. That strategy stops working when employees start comparing notes on this person. After the last phone call with this person did I email a detailed account of what I said and they said to everyone I work with. Post later. Bye!