By Lisa Scottoline

We have our phones with us all the time, but here’s the thing:
You can’t call anybody.
Or you can, but they won’t answer.
I say this because I tried to call my bank the other day, but no one picked up. It rang and rang.
Then I called my car dealership, and the same thing happened.
I’m feeling like no one answers the phone anymore.
And if you look on a website to see how to call them on the phone, there won’t be any number.
They used to say Contact Us, but they lied.
I remember when you could call a company and somebody would pick up the phone. It might not be a person, but it would be a message machine with options one through 7. You’d pick one, wait while music played, then a message would come on and say, “Your call is important to us. Please wait.”
Now, the jig is up.
They’re not even bothering with a mechanical message.
You would think that they could put on a fake voice to tell me how much I matter.
This would be my second marriage in a nutshell.
To return to point, the one bright spot was on Christmas Eve.
No, not that bright spot.
We’re not talking the Star-of-Bethlehem bright.
It was Michael’s.
Yes, the crafts store.
Actually to call Michael’s a craft store is to sell it short. Michael’s sells decorations, art supplies, glue, picture frames, and glittery stuff that you didn’t think you needed until you saw it in its vast store. Also there are rows of candy bars, and I always treat myself to a Snickers.
In our family, the holidays mean a trip to Michael’s to get stuff for the tree, and we even bring the two dogs. We all had a great time there, and I treated myself to a Snickers. Daughter Francesca is our tree designer and she picked out the items we needed, among them a spray can of fake snow.
When you spray a tree with fake snow, it’s called flocking.
Who knew?
You have to hang sheets on the walls so you don’t have an interior blizzard.
Otherwise you’re flocked.
Anyway when we got home it turned out that we’d left a bag on the counter.
This is the problem when you go shopping during the holidays with two dogs. You get distracted by the holidays and the dogs.
Okay, you get distracted by the Snickers, but that’s neither here nor there.
So I called Michael’s.
Guess what happened:
They answered!
A human being!
Wow! I felt like I had entered a portal to an alternative universe or maybe the 1950s. I actually said, “You answered!”
And the man said, “Of course.”
So I told him, “Do you realize that no one answers the phone anymore?”
“I know, but here at Michael’s, we always answer the phone.”
And I thought, I might be in love with you.
But I didn’t say that.
And the next thing that happened was even greater, because he said he would look for our bag, which he actually did and then called me back because he could not find it. So I went to the store anyway to rebuy the missing stuff and Michael’s didn’t even charge me twice. They just swapped it out for the stuff that I left behind in my Snickers haze.
And so on Christmas Eve, my faith in corporate America was restored.
A miracle!
Copyright © Lisa Scottoline 2026








