It’s not just a fun hobby; it’s now a website, whose author has written a great book. Much of the insight presented here emanates from my interpretations of Haven Riney’s methods, for which I extend him his due full credit.
Where Riney’s mind and mine meet is where most disagree with us both, to wit:
- Problem: telemarketers waste our time and annoy us.
- Most people: just hang up on them, not worth your time.
- Riney and I: torment them and waste their time in creative ways that amuse us.
I can’t speak for Riney, but the way my mind works is that we make the world a better place every time we make bad behavior less profitable. I also believe we should find ways to enjoy making bad behavior unprofitable.
Riney draws a valid distinction between telemarketers (who intend to deliver a legitimate, if stupid and/or useless, product or service) and scammers, whose work is to steal. I agree with his recommendation, that one show telemarketers a little more mercy than scammers. In my view, the scammers are fair game for everything including a scam of one’s own. There is plenty of e-mail scamming going on, as all of us who know and love 419eater.com are aware, but Riney covers only phone scams. The most common one at this writing is the fake IRS collector. Among others, in the book Riney reacts to many iterations of the Windows Security scam. I’ve had lots of those.
Riney, it seems, is a born actor and improv comic. His dialogues with telemarketers and scammers are genius. He nearly always knows how to run with any reaction he might encounter. I hope his book sells quajillions of copies, makes him rich, and inspires so many people to take up telemarketer-tormenting and scammer-tormenting that both become unfeasible economically, horrible work, and die out. (This will unfortunately destroy the economy of Boise, which is the Unaccented English Call Center Capital of the world these days. Can’t be helped.) I doubt Riney’s skill can be taught.
For some of us, it’s harder. I’m not very good at handling surprise lines of inquiry off the cuff. I need a plan, some prompts, a little preparation. I don’t think I’m the only one. So what I’m going to do is glean from Riney some tips that will enable others, who might also need a little advance prep, to screw with these people. I’ll add my own inspirations, in case they help.
One of Riney’s best methods, which won’t work for me, is to react as if one were a given film character. It helps if one can pick a suitable film character for the line of inquiry. For example, Riney responded to a health insurance query by pretending to be Steve Austin, the character on the 1970s show The Six Million Dollar Man. He presented as Star Wars characters. I think it’s a great idea if you watch much pop culture (I don’t) because you can adopt a persona and react as that person would. If it’s someone that few foreigners would probably suss out, better still. In my case, I’d have to think of a few in advance so that I could react on the fly.
Another method is to adopt a made-up, bizarre persona. Riney did several of these, usually with names that would read very comically. A given persona might desire to re-enact the battle of Gettysburg with rodents as the actors, or claim to be in the process of actually holding up a convenience store during the call. I’m not able to do this at all without time to process, but some people can.
One that occurred to me: why not claim to be an animal of one’s choice and knowledge? “My name is Mr. Ursus. I like honey and salmon.” Then give the sorts of responses that would be reasonable for a bear.
Other methods used or inspired by Riney:
- Adopting a very odd manner of speech, such as like a Star Trek computer voice or somesuch.
- One of my inspirations would be to do a very heavy foreign accent, such that it was difficult for a foreign speaker to understand. Even a very heavy domestic accent: if you’ve always wanted to see how your drawl sounded, that’d be your chance.
- Random quotes would work, if you were encyclopedic and quick enough. Riney is; I’m not.
- One of my favorites with the Windows Security scam is to pick a random non-computer device, such as my microwave or toaster, and pretend that I think it’s a computer. That gets them very frustrated. “It doesn’t have the key you are talking about. It has this sliding thing alongside.”
- Claiming to be occupied doing something fairly gross while talking. The funniest one in Riney’s book was the one about getting a rectal piercing. You could claim to be eating live mice if you thought that would rattle them.
Just as people advise writers to write what they know, the common thread here is to act out what you know. If you know your cat’s personality well enough, act it out. If you’re a huge fan of Tatiana Maslany (and you should be), pick one of the Orphan Black clone characters (I vote for Helena). If a cow could speak in response to a telemarketer or scammer, what would that cow say? You could pretend to be your Prius, your conure, your schnauzer. I think the key is the ability to imagine a different perspective and play pretend.
Many telemarketers are so wrapped up in the script that they don’t use any active listening at all, as Riney’s results illustrate. In many cases, he even answered the phone with “messingwithtelemarketers.com,” yet people just rolled through their scripts. Riney got so many calls from the same scam artists that he got to know a few of them, even had candid conversations with them about how the scam worked. One of the more interesting revelations is that scammers use the MagicJack device to fake phone numbers, but that they themselves get hacked by other thieves, and it bothers the scammers a lot.
I have no patience for the argument that there is anything wrong with being unkind to them. When you are in a bad business, people will be unkind to you. That’s because it’s a bad business that deserves unkindness. Suffering goes with its territory.
If you question whether it’s worth your time, which is a valid question, consider this. While you’re wasting this person’s time (by donating some of yours), you aren’t wasting yours. While he’s talking to you, he’s not available to run game on Mrs. Edna Miller of Wausau, WI, who is a little confused nowadays and is thus vulnerable to such tactics. If every telemarketing or scam call resulted in wasted telemarketing or scammer time, the world would be a better place. None of us can stop it singlehandedly, but if we all pitched in a little time, we’d have a little fun while helping the vulnerable.
I feel energized. I think my next scam caller will hear that I am Sarah Palin, or Johnny Manziel, or Octomom, or Ban Ki-Moon, or a grackle.