Turkey Talk-Line woman aims for Thanksgiving ‘sense of normalcy’
The countdown to Thanksgiving — in whatever COVID-form it takes this year — is underway, which means that Aurora resident Phyllis Kramer will once again have her phone ringing off thewall.
The former home economics teacher atWestAurora High School returned to action the day before the national election as the famous Butterball Turkey Talk-Line againwent live.
Now in her 18th year working the phone line, Kramer is once again navigating the pitfalls of turkey roasting, stuffing making and the myriad other questions and oddball problems that have become part and parcel of the holiday season.
“I think the message this year is we want to create that sense of normalcy, and even if people are having smaller celebrations — Thanksgiving is on,” Kramer said fromher home in Aurora. “The theme, I think, is to ‘ celebrate the good’ and we’re doing everything we can to once again help people, and to be available to answer their questions.”
On opening day this year, Kramer said she fielded at least 50 calls and said itwas kind of fun working in her ownkitchen as compared to the call center in Naperville where she and other hotline operators normally gather.
Four years ago, “The Late Show” comedy host Stephen Colbert dropped in at the call center for two hours to tape a comedy segment that aired on his showbefore Thanksgiving.
“Working from home this year because ofCOVID, we talk with people on our computer screen, but we also have contact through all the social media sites and you can even ask ‘Alexa’ for help and be connected to the actual Butterball site,” Kramer said.
Kramer continues to offer advice based on her own experience which she tailors to intertwine with the changes forced upon everyone as a result of the pandemic.
“We knew in late summer there was going to be the option to work from home and our research this year says that gatherings are going to be smaller and we also knowthere are going to be more new cooks as a result of people learning to cook during the pandemic,” she said. “If the weather is good, people are going to celebrate outdoors and many are talking about either grilling or deep frying.”
Kramer found herway to the annual Butterball gig nearly two decades ago while teaching at West Aurora High School and getting involved with summer internships that allowed teachers to connect with businesses in their field and see if their curriculum was on track.
“ConAgra Foods, which used to own Butterball, had an internship and we did recipe development and we learned about getting products ready for market,” Kramer said during an earlier interview. “I found out about the ‘Talk-Line’ and I thought — hmm, when I retire, that’s what I’m going to do.”
Now nearly two decades later, Kramer’s enthusiasm for her work continues unabated.
“I love talking to callers and feel like we’re ‘turkey tutors’ in that we listen to people and talk them through what they need to know,” Kramer said. “It also doesn’t always have to be turkey — I remember a guy calling me up once and saying, ‘Hey, doll — are you any good at making mashed potatoes?’ You have to be ready for anything.”
When it comes to buying a turkey, Kramer emphasizes the need to “go big” and buy as many as two or three birds in order to enjoy turkey throughout the year.
“People continue to tell us it’s about the leftovers and it might be good to plan on at least two pounds of turkey per person,” she said.
“It’s like having money in the bank. There are somany products out there this time of year and turkey is a great value. I’ve had people call me and ask about a frozen turkey they’ve had since last Thanksgiving, and as long it’s in the original wrapper and never been thawed — it’s perfectly fine.
“People are also looking for convenience,” she said.
“Thawing the turkey is a big thing– we say aweek before Thanksgiving is National ThawDay.
“In a 24-hour period, only four pounds of a frozen turkey will defrost in the refrigerator and you have to give it time.”
“I love talking to callers and feel like we’re ‘turkey tutors’ in that we listen to people and talk them through what they need to know.” — Phyllis Kramer