Here’s a hypothetical:
Let’s say I buy a new toaster. I bring it home, plug it in
and load it with my favorite flavor of Eggos, but then the toaster suddenly explodes
into a fireball and burns my whole kitchen to a crisp.
I bring in the insurance adjuster to assess the disaster
area. I need this fixed fast, because, come on,
every family needs a place to prepare sustenance. After surveying the
damage he concludes, “There’s no proof the toaster caused the fire. It may have
been faulty wiring, and that isn’t covered by your policy. I’m afraid this one
is on you. Sorry about your kitchen. Have a nice day.”
Fuming, I call my local Walmart where I bought the toaster.
The lady I speak with chuckles a little bit when I tell her what happened, then
she asks if I saved my receipt. Well, the receipt was lying on the counter next
to the toaster, so it’s ashes. “Without a receipt you can’t prove the toaster
came from our store, so I can’t help you. You can try speaking to our
distributor if you want. Have a nice day.”
Fine then. “Hello, friendly toaster distributor. You brought
this crap product into my Walmart, this broken machine that cooked my kitchen,
so are you going to help me?” By now, I am livid and exhausted from the lack of
accountability. “Well, ma’am, we just ship the product. We aren’t responsible
for the behavior of the merchandise. Sorry, not our problem. You might want to
call the corporate office. Have a nice day.”
&@%$#*@&#^ !!
Turns out CEOs are difficult to get on the line, but I
manage to find the corporate phone number, and I try my darndest to talk to Mr.
Bigshot at Bigshot Toaster Company. His secretary puts me on hold for an hour each
time I call, then she tells me he can’t address my issue right now. See, he has
more pressing matters to handle at the moment, she pragmatically explains. Day
after day she puts me off (because my problem is not a priority) before she
finally passes the buck and suggests, “Maybe you should just try our customer
service center. Perhaps they will be able to help you. Have a nice day.”
I immediately hang up with secretary lady and dial their
1-800 number. Press 4 for customer service. Press 2 for product safety
concerns. Press 0 if you want to speak with an associate. My fingers are
literally shaking with fury and frustration. “Please wait.” Hold. Hold. Hold.
“Good afternoon, my name is Tiffany. How can I be of service
to you today?”
Poor Tiffany.
By now my blood is boiling. She gets an angry earful about
the money I wasted on their garbage product, about how I can’t cook my family’s
food like a normal person because of HER crummy company, about their lack of concern
for the safety of people like me and how absolutely no one will listen! By now,
I’m threatening lawsuits and destructive media campaigns and angry boycotts!
I’m not mad at Tiffany personally, because I don’t even know
her. But she’s in the line of fire right now because I’m mad at what she
represents in the moment: a terrible company that firebombed my kitchen, the
powers that be who refuse to accept responsibility and fix it. Tiffany may very
well be a perfectly kind young lady who shows grace and respect to all her
customers as she earns just over minimum wage to deal with these kinds of
tirades. And yet, right or wrong, in this moment, she is the available recipient
of my fiery rant.
How does Tiffany respond?
Let’s say that, in this moment, Tiffany decides to NOT explain away my problem or bite back or offer excuses, but instead she takes
time to give me the grace I need (and I sure do need it). Then she fully
listens to my story instead of just telling me to calm down. She listens until
the whole despicable tale has been told. What if she sympathizes as best she is
able and tells me she wants to do whatever she can to make it right?
And then what if she actually follows through?
What if Tiffany risks her job to quietly send an internal memo
to other customer service reps to see if there is a pattern of kitchen-burning
toaster explosions that has been kept off the records?
What if Tiffany’s old college roommate’s dad is actually the
guy who designed the toaster, and she can get me on the phone with him to voice
my complaints and to try to convince him to use his pull to correct the problem
before more kitchens go up in smoke?
What if she does some digging and finds out her uncle’s best
friend is on the board of directors at Bigshot Toaster Company, and she can
speak to him directly, maybe even show up at a board meeting to share my story
and possibly get me the help I need to get my kitchen back in order?
What if Tiffany doesn’t acquiesce to her own smallness inside
the problem, but instead looks for some creative way to lend herself to the
solution?
Now look, y’all, I know this is way too long, and I know we
are talking about a hypothetical toaster and an imaginary charred kitchen. If
this had actually happened, in the grand scheme of things, it would be a minor
disruption on the spectrum of big life events. And yet I know I would still be very
angry at the injustice of it all. VERY angry! About a toaster and a kitchen.
Fighting angry!
So, then why on earth would we be confused about the anger bathing
our society right now with regard to frighteningly real life-and-death issues
and deeply rooted unjust practices? Why is our knee-jerk response to this anger
to deflect, to ignore, to shirk responsibility?
(I know the above analogy is weak and overly simplistic, but
I’m just trying to sort it out in my head. Forgive me if I'm still way off base.)
I want to better understand the anger, to really grasp it.
Hundreds of years of waiting on hold, voices going unheard, bucks
being passed – that will certainly make a person angry. Disproportionate damage
and destruction brought on by a flawed system – that should make a
person angry. Being dismissed again and
again and again – that absolutely must make a person angry. Angry enough
to shout and rail at anyone and everyone in earshot, whether those recipients
are culpable or not.
So, at some point if I
end up being the “Tiffany” who gets the earful because I happen to be the only
one so far that has taken the time to listen, then, yes, God, grant me the
grace to NOT explain it away, bite back or deflect. Help me to listen well and
deeply, to react with soul-level sympathy, to get up and act alongside.
There is legitimate cause for the anger. It’s multi-faceted.
It’s an anger of righteous amplitude, and sometimes I don’t think we fully recognize
that.
And I know I have a role to play in fixing the problem. We
all do.