At precisely 12 noon I entered the bank. There were three counters. The queue ticket machine had a specific number for the document I was seeking – “Press 3 for JPJ Release letter”. So I did. As I surveyed the counters, I found that Counter 3 was specifically labeled “JPJ Release Letters”. Excellent.
My turn came in a few minutes. I approached the sullen faced girl at Counter 3. I explained what I had come for. “I need a JPJ release letter.”
The girl at the counter looked bewildered. She stared at the documents I presented. “What is a JPJ release letter ? I’ve never heard of it!”
No, she did not say that, but from the expression on her face, she could very well have been thinking that. She continued to stare at the documents for a while, as though hoping for inspiration. Then she got up and without a word, went through a door behind her. I stood and watched through a glass window as she moved around listlessly. I knew she was preparing the JPJ release letter, and would soon emerge, and with a triumphant smile hand me the document.
After what seemed an eternity, she emerged. For a while she ignored me completely, and attended to various other customers. When I persisted by pushing myself in front of her at the counter, she looked up, and seemed surprised that I was still there. “Please wait,” she commanded, sounding rather irritated.
I sat for a while. Then, just when I was beginning to feel desperate, I heard my name called. It was Miss Sullen Face. As I went up to the counter, she handed back the documents that I had given her. “Please come back in 5 days,” she said, as she proceeded to call the next customer. I was stunned. But she had made the mistake of pushing me a little too far. I gave her a piece of my mind. At the end of my tirade, she looked hurt. The she was thoughtful for a moment. Then she spoke softly. “We need 5 days to prepare the JPJ release letter. Please come back in 5 days.”
I decided to take a patient approach. The poor girl was probably a little weak in the mental department. “Listen., I have settled everything on the 14th, and it’s the 23rd today, more than 8 days. So you should have the release letter ready 3 days ago.”
“We need 5 days to prepare the JPJ release letter,” she countered.
I decided that it was time to appeal to higher powers. “Can I speak to your manager?”
“Please have a seat.” So I took a seat. The chap sitting next to me was a massive giant. He was puffing and heaving, and I was sure he was going to have a seizure anytime. Fortunately, the officer appeared in a minute or two, and I was summoned to the counter again.
I was not really expecting a display of spectacular managerial acumen. But what he said was disappointing. To say the least. “Sir, we need 5 days to prepare the JPJ release letter. Please come back in 5 days,” he informed me.
So I went away and came back in 5 days. This time, to my delight, the letter was ready.
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