An open letter.

My last post was about a mean old hag who yelled at me for doing one of her office's collections. This was a strange and highly unlikely scenario in which either office could have done the collection, so I had not made a mistake. Nonetheless I have been instructed by my employer not to do collections for that office's MRO, and I have not done so since the incident.

This would be much easier if that other office would keep a closer eye on their people, though. Just now a woman walked in with the very form I have been ordered not to touch, saying she was sent over because she had a Mapquest printout with my address on it. Obviously the clerk looked at the address, rather than the actual paperwork, and kicked the woman out so they could get their line moving faster. So now this poor woman has been ping-ponged between two different drug test offices and has had to wait through their insane line twice.

This is an open letter to the mean old hag who yelled at me last week.

Dear Old Hag,

You should focus more on governing your own employees and less on hassling me. Something you may not know: people don't like taking drug tests. It's embarrassing. It can be frustrating. It can be time-consuming, especially if the office has a long wait. It can also be confusing, since there are so many offices and so many rules and so many different forms. But honestly, it only takes a few seconds to actually look at the paperwork in front of your face before dismissing it out of hand.

I have my own little procedure when I see a form I don't recognize. First, I check for any overt, obvious signs of your office's name. If I see one, I send the donor on over. Also, I know several of your clients by name as well, so there are some occassions where I can just look at the company name on the form and know it's yours. If I don't know, I call my boss, who can run the name of the donor's company against our own database to see if maybe it's just one of our clients I don't recognize. If they have a map or an address and have just shown up in the wrong place entirely, I offer to call the office they need to be at and get them directions. These are courtesies I extend to these people because I am a decent human being.

As for the endless barrage of people you send over to me who are neither my client nor yours, I really don't mind that. You aren't willing to help them get where they need to be; I am. I look like a saint, you look like a jerk, and the donor ends up in the right place. Everybody wins. Except you, jerk.

The reason people go to your office with your form but my map is because I am listed as a third-party collector for that particular lab. That means it is your responsibility to make sure your employees actually bother to look at the form the person is carrying so people aren't inconvenienced any more than is necessary. It's a sad, sad day when some punk kid can run an office better than an entire team of supposedly qualified employees, isnt it?

Love, the Peemeister

Next time this happens I'm going to just do the collection. Hey, they obviously don't want it!

The drug test place next door.

This may come as a surprise, but two doors down from my office (in the same tiny office plaza in fact) is a competing drug test site. It's actually a much larger office (the company's corporate office in fact), and provides lots of services I don't. In addition to urine testing, I believe they do blood draws, perform physicals, and other such nonsense.

This actually causes much less of a clash than one would think; their company has their clients, my company has ours, and it's easy to tell which is which. In most cases, it isn't a matter of a patient looking at two drug test places and then deciding where to go; they're usually given a form with an address on it and told to show up.

The operative term here, of course, is "in most cases". This morning it has been brought to my attention that there is at least one case in which our interests overlap.

As I've been ranting about lately, my office has recently taken on the responsibility of third party collections. What this means is, rather than being sent to a specific office donors are given a list of offices they can go to, and told to pick the most convenient one. This sometimes works in reverse as well; a donor could take one of our forms to a collection site that is registered as a third party collector with our lab, in theory. Of course the lab we use is a smallish one, and I don't think many of our clients even offer the option.

Point is, there's a difference between going to the drug test place, and going to a drug test place. This morning I found out that the office next door uses as its primary lab the very one I am registered with to do third party collections. In other words, there exists a very small number of people who really do have a choice of which of our two offices to visit.

Here's the rub: we get paid for providing the service of accepting third party collections. At the same time, we pay a company who accepts one of our collections for us. If someone comes to me with my neighbor's form, and it's actually a collection I'm authorized to do, they pay us for the privelage. (I'm a little fuzzy on the details on exactly how this works, but that's the gist of it.)

This morning during my 8:30 am pre-caffeinated stupor I was chewed out quite thoroughly for doing just such a collection. Several, in fact, over the course of the past few weeks. I was told by a woman who is not my employer (and is, in fact, employed by a competing office) that I need to send all such collections to her office.

"We will not pay when you steal one of our collections," she demanded. I gave her a curt nod and she was out the door.

So, here's my dilemma.

I could, very easily, identify which of these third party collections they want, and send them over. Indeed, I send people over their way all the time, when they come in with paperwork I can't process, or have been sent to me mistakenly by one of their clients. I am generally all for anything that lightens my already tiny workload.

But at the same time, it's not like I'm consciously stealing their business, or making a serious mistake. If their office were located, say, a mile away there would be no discussion at all. It would just be a matter of the donor bringing me a valid form, and me completing a valid collection.

If you walk into McDonald's by accident and order a Whopper, are they obligated to send you to the Burger King across the street? Can they sell you a Big Mac and hope you can't tell the difference?

This is to say nothing of the fact that the donor actually has a choice. It's true that anyone who walks into my office with their form is making an honest mistake. But what if the person really, truly knows they can pick which office to walk into? Their office is almost always jam packed; mine is almost always empty. What if someone knows they have a choice, and have honestly come to me because it'll make their day go by quicker?

It's a delicate situation. I wonder if I can navigate it successfully without getting yelled at...

The situation between our two offices is actually much, much more complicated than I've outlined here, but that's a topic for another day... maybe.

The lockbox.

Some people decry drug testing as being invasive, and perhaps to some extent it is. I don't personally agree (after all, we're dealing with bodily waste here... what were you going to do with it, anyway?), although I do concede that the collection process itself can be irritating and even humiliating. The part I believe is most invasive, however, is where I ask you to empty your pockets.

The reason for this is obvious, of course: we don't want anyone to sneak something into the bathroom with which to adulterate the sample. Nor do we want anyone to sneak in a sample that isn't theirs. As it turns out, though, nobody likes to be separated from their belongings for any length of time. Most people simply drop their stuff in a little pile on my counter and do their business. A few guys go through the whole "this too?" routine, as though their wallet or their cell phone or their car keys are somehow exempt from the policy.

Some guys don't want to empty their pockets at all, or adamantly refuse to leave one or more of their belongings behind. For these guys, I have the lockbox. This is a small white box that will hold pretty much anything the average man can carry, and then some. The box hangs over the top of the door, so it's inside the bathroom with the donor. The key stays outside the room, with me. Thus the donor is sure I'm not stealing his credit cards, and I'm confident he's not hiding anything in his sample.

The pocket-emptying ritual is mainly a detterent, in my experience. I'm not allowed to do pat downs or strip searches, so it's still relatively simple to hide just about anything you like anywhere on your person, just so long as I can't see it. Still, you'd be surprised the kinds of things people pull out of their pockets: everything from hidden samples to little sealed packets of liquid or powder. Sometimes they sheepishly slide from their pockets to my garbage can so I don't see what they're throwing away. Sometimes they tell me they want to run out to their car, and I watch as they open the door, drop something on the seat, and then come back inside. Sometimes they just don't come back.

I know it's nothing personal, but I admit I feel offended when guys treat me like a thief. A relatively common occurence is for the guy to slip all the cash out of his billfold and count it in front of me. This is especially humorous when the gentleman in question isn't particularly wealthy; don't worry fella, your seven dollars is safe with me. The curious thing about the money-count is that there is usually very little follow-up. After the collection is done, the money is usually stuffed back into its pocket without even so much as a glance to verify that it is, in fact, the same amount.

Only once have I been actually accused of stealing someone's belongings: cash in the amount of five dollars. This from a donor whose on-site test came back flagged for both marijuana and cocaine. He swore to have me fired.

You'll notice that I've been referring only to men, up until this point. This is because women always have purses, and purses don't fit into the lockbox. I imagine with some heavy-duty shoving I could squeeze a small-ish purse inside, but most ladies carry these enormous planet-sized bags that would take at least two lockboxes to accomodate. Thus, when a woman doesn't want to leave her things behind her only course of action is to lock them in her car and then return. I recall one case in which a woman did exactly this, and then was dismayed when I asked that she leave her car keys on the counter, as though I could drive off with her SUV in the 30 seconds her back was turned.

Sometimes even the lockbox isn't enough, however. If there is a point of the collection the donor will object to, endlessly, it's the lockbox. I have formed the opinion that these are men who seek some loophole in the collection process they can exploit later on, though I don't have any real way to test this hypothesis (only a small fraction of the collections I do require on-site tests... not enough of a sample to really correlate anything with the results I see). Some men get to the pockets portion of the collection, and even after the lockbox has been offered can still find no compromise. Some end up getting angry and leaving altogether, drug test be damned.

So yeah, I understand the mentality. People simply do not like to be separated from their stuff, most of all the woman who came tearing out of the bathroom with her pants only pulled halfway up because she heard her cell phone ringing on my counter. In the universal list of priorities, "keeping your junk hidden from view of total strangers" apparently ranks below "telling Trisha I'll call her back in like ten minutes".

The largest amount of cash someone has ever left on my counter is $1200, in $100 and $20 bills. The gentleman counted it out before he went in, but not after he came out. That could have been a pretty big payday, I suppose.

No loud noises, sudden movements, or flash photography.

Today's tale is the kind that is too crazy to make up.

I'll just go ahead and get the fun part out of the way. The inconceivable has, after 2.5 years, finally happened: I've spilled a sample.

Yeah. Ewwwww.

For the record: urine isn't harmful in any way. Go ahead, splash around in it. Gargle the stuff. Put it on your cereal. Whatever. It can't really hurt you. There's no potential health hazard to spilling a cup of urine near or on yourself. So I'm not going to break out in pee-pox or anything, it just doesn't work like that.

Also for the record: it wasn't my fault. Just stop laughing and wait until you hear the story.

It's a normal collection all the way through, save for the weird questions Mr. Dawg is asking me. "Is you all alone in here, all day?" Yep. "So someone could just roll in here and rob the joint?" I suppose so, though all they'd get is my pocket change and a few boxes of sample cups. "Yo I got a license for this 9 millimeter in my pocket, aight?" (He doesn't actually have a gun. This is apparently a funny joke that people like to make.)

As I'm trying to give him instructions, Mr. Dawg blurts out, "Hey, yo, son, so like you drive the peemobile?"

Yes. Of course I do.

I don't know why Mr. Dawg had it in for me. Perhaps it had something to do with my complete lack of interest in his "jokes" and diversions. If you poke around the "how to cheat on drug test" sites enough, one of the suggestions they have is to try and distract the collector. Try to get them to skip a step. Try to fill out the form wrong. I wonder if that's what creates the Mr. Dawgs of the world: feeble attempts to keep my mind off the procedure. Create a loophole he can slip through later when his test inevitably comes back positive.

Well, Mr. Dawg actually managed to do it. Well done.

There is one crucial point in the collection which requires my undivided attention: pouring the sample from the cup into the bottle. Imagine trying to pour a quantity of liquid from a measuring cup into a two-liter soda bottle. That's about the ballpark here. It's not difficult, but if you slip you have a mess on your hands. Right at this crucial moment, the pouring, the sacred three-second ritual where I am not paying any attention at all to the donor... Mr. Dawg starts barking like a dog.

Loudly. And suddenly. Like a Baha Men concert in my brain. Like a crazed Arsenio Hall fanboy on speed.

My whole body jolts. The cup falls to the floor. The bottle tips over on the counter. 40-some mililiters of ick go spilling everywhere.

Mr. Dawg just bursts out laughing.

"What is your problem!?" I shout, wishing he really did have a gun in his pocket so I'd have something to murder him with. No court would convict me. "Your honor, the defendant's act was fully justified. The victim made him spill pee."

As Mr. Dawg is exploding with laughter, I quickly realize three things. First, there obviously isn't enough urine in the bottle to complete this collection. Second, this is not going to be a pretty clean up job. Third, the form is drenched and I can't replace it (as I don't keep spare forms for that particular lab).

I tell Mr. Dawg that because of his unacceptable juvenile behavior, he now has to go get another form if he wants to complete this collection. I also inform him that he won't be doing it here.

"Naw man, I done everything you said, I ain't gotta do nothin' else."

"Okay, fine. You can leave, then."

Mr. Dawg exits, still chuckling. I get my mop, my sponge, and various spray bottles and set to work making my workspace livable again.

No sooner am I done drying the area do I get a phone call from Mr. Dawg's would-be employer. "He says you spilled his, er, sample, and then got mad and kicked him out."

I delight in detailing exactly how I managed to spill his, er, sample. The employer doesn't believe me. I wouldn't believe me either. He was barking like a dog? Yeah, right.

"We're just going to give him another form, and send him back. You close at 1:00, right?"

"Yes, but don't bother. I'm not going to do this collection."

"Excuse me?"

"Mr. Dawg's conduct was immature and I'm not having it. Check your list of third party collection sites and send him to another one."

"Wait. You can't do that."

"If he comes back here, new form or no, I'll refuse to do the collection. It's that simple."

"Who is your supervisor at [insert lab name here]?"

"I don't have one. I'm a third party collector, just like the other two dozen collection sites in the area, one of which will soon be as amused as I was by Mr. Dawg's childish antics."

"This isn't the way to do business."

"That's really a shame. I have to go now. Good day."

I really did have to go. Another client had walked in, and this one had the decency to not ruin my morning by acting like a five-year-old.

I don't really have any reason to believe that Mr. Dawg was trying to screw up the test on purpose. It's possible he just never learned the few basic rules of civility the rest of us take for granted. It's possible he actually thought he was being funny, that I'd just laugh it off and, I dunno, siphon the spilled bladder-juice into the bottle with a straw. It's possible he thought I'd hang his sopping form on some clothespins to dry, go out and have a beer with him, and someday tell my grandchildren about the greatest comedian I'd ever met.

The how-to-cheat sites tell you to try and disrupt the process. Now more than ever I know that's just an extra reason to pay attention. My general policy is that if someone acts stupid, treat them like they're stupid. If you don't want to be embarrassed, don't act like you're mentally incapable of accomplishing simple tasks without being a jerk. Either way, acting like a clown won't get you under my radar. But it might get you kicked out of my office.

In the rare case something on the form actually does end up wrong, the lab just faxes me an affidavit to sign and that's the end of it. So screwing with the form isn't even a good way to cheat. Go figure.

Shouldn't have said that.

Working in the service industry, one learns to hold one's tongue.

Of course there are other times where one simply cannot help being a snarky bastard.

Every so often I'll get lippy with a client, and realize what I'm saying is wrong even as I'm saying it. I thought I'd share some of those experiences today.

---

A lady walks in and she's hopping mad. Beet red, steam firing from the gaskets behind her ears, and a scowl on her face that threatens to wrench her jaw clear off of her skull. "There is NO sign out there," she declares. "They said there would be a huge sign that says [my company's name] on it, but there is NO sign."

I stare past her at the huge sign in my window, perfectly visible from any and all angles at quite a distance. The only way she could have missed it is if she wasn't bothering to look for it. I apologize for the inconvenience and we get on with the collection.

She's so burning mad about this sign thing that she isn't listening to my intructions. I go through the entire spiel (wash your hands, don't flush the toilet, etc) twice before she snatches the cup out of my hands and stomps into the bathroom. About three minutes later, the toilet flushes. She comes out and I inform her that a second collection will have to be done, as she flushed the toilet.

"What!? You didn't tell me that!"

Of course I did. Twice, in fact.

"Well, you should put a giant sign in the bathroom saying it!"

"There was one, ma'am; you just didn't see it."

I winced. Shouldn't have said that.

---

A woman comes in with her two screaming children. These are children of an age where they should be able to go out into public without screaming. I had them pegged at about nine and twelve; definately capable of sitting quietly for a few minutes while Mommy tends to her business.

I quickly see where they get it from; Mommy is a 40-year-old brat. She insists on making the entire process as difficult as possible. She doesn't want to leave her purse behind. She doesn't want to wash her hands. She whines about just having her nails done. "You are welcome to come back tomorrow, ma'am," I offer, genuinely wanting her out of my hair.

Instead, she decides to redifine "washing your hands" as "holding your hands under running water for less than two seconds". I ask her to wash them again, properly this time.

"I just washed them."

"Please wash them again, using the soap provided." When detailing common sense instructions at point-blank range, I find it's best to use a firm but polite voice. But really, there's no way you can teach a grown adult how to wash her hands without sounding condescending. I hear her kids giggle from the lobby. The woman turns red.

She washes her hands again, while I watch. This time she makes a show of scrubbing them, but hasn't actually touched the soap. As she goes to reach for a paper towel, I ask her: "Did you use soap?"

"Of course I did."

"I didn't see you use any soap."

"Then you must be blind."

"I'll need you to wash your hands again, using the soap provided," I repeat.

She does so, using nearly half the bottle of soap. As she furiously scrubs the skin off the back of her hands she remarks, "I'm a grown woman, you can stop treating me like a child."

"I will, as soon as you stop acting like one."

The kids in the lobby are howling. The woman glares at me for a moment, then grabs her purse (without stopping to dry her hands), wrenches both of her kids from their chairs and drags them out to her minivan. She never comes back to complete the collection.

Whoops. Shouldn't have said that.

---

Four men come in, needing a drug test to get their coast guard licenses in order so they can take their commercial fishing boat out. One of them had called me about an hour prior to get my address. He drove here from the other end of the county for some reason. He insisted that he needed to come to this office, even though he could have gone to literally any drug test collection site he wanted. I don't keep any of my competitor's names and addresses handy, though, and because I couldn't point him to another office he decided it was in his best interests to travel for forty-five minutes and interrupt me just as I was about to take my lunch break.

I call in their company credit card, which is charged for four tests. The first three collections go down without a hitch. The fourth man, however, doesn't have a photo ID. He left it in his wallet, which is back at work.

"No problem. Which of you gentlemen is his supervisor?" I'm assuming here that one of the guys is the supervisor or overseer or whatever nautical term applies. But they just exchange glances. "None of us," on of them says. "We just work on the boat."

"Without a photo ID or a supervisor here in person, I can't do his collection," I point out.

Now everyone gets angry.

"Why do you need his ID? You have the man right here!"

"All three of us can vouch for him."

"None of us can go back to work until this is done!"

Much whining and groaning ensues, but there's nothing I can do for them. It's not my fault the guy left his ID laying somewhere. As hostilities start to rise I point out this simple fact. "No, but it's your fault for not telling him to bring it!"

"Excuse me?"

"You never said we'd need our IDs!"

"I assumed you knew. It's pretty much a given. You three didn't forget yours, even without being told."

From this point on it's all my fault. Even though the man without his ID was not the man I spoke to on the phone, I somehow should have still contacted him telepathically and reminded him to do something that every other adult in the United States does every day of their lives just out of habit.

Fed up with the accusations, I look at the ID-less man right in the eyes. He must be at least 20 years older than me. "Sir, you need to carry your ID at all times. I apologize if nobody has informed you of this, but in our society it is expected that all legal adults have a form of photo identification on them" I launch into a lecture about the exact purpose of photo identification, where he can acquire one, etc. I talk to him like he's an absolute idiot; obviously his co-workers think he is.

The four men storm out. The first three are angry, the fourth merely incredibly humiliated. I never did find out if they bothered to ask for a refund.

Definately shouldn't have said that.

Do you think there's some kind of connection between moments like these, and being forced by stubborn clients to point out the glaringly obvious? Nah, couldn't be...