First, the financial aid office has adopted a completely new computer system, which eventually will be used by all offices on campus. In the meantime, though, this office alone is struggling to learn the intricacies of the system. You do the math. Working in that office must be somewhat similar to working for the postal service. And finally, if you have not already discovered this fact of human nature, I'll let you in on it now.
People are funny about their money.
When money is involved, we tend to become easily frustrated and even irate. Of the hundreds of calls the financial aid office receives each day, none of them are probably pleasant. The next time you run smack into a financial aid disaster, try to put yourselves in their shoes. I know it will be difficult. As I said, people, myself included, are funny about their money.