Talking Turkey at the Butterball Hot Line

On Thanksgiving morning, real estate agent Marty Van Ness woke up at 4 a.m. By 6 a.m. she was at the Butterball company test kitchen and offices in Naperville, Ill., where for the next eight hours she sat at a desk in a large, brightly lit room and, with the help of 59 other trained Butterball cooks, answered as many of the 12,000 calls to Butterball’s toll-free hot line as she could. Van Ness flipped through a four-inch-thick binder full of turkey tips and tricks and spoke in a cheerful, Midwestern voice to frantic would-be chefs wondering how to defrost, deep-fry, cook, baste, brine, or carve their holiday birds.

“Last year a man called me on Thanksgiving Day and said, ‘OK, I’ve got my frozen turkey ready to thaw and I have one question: What number should I set the dial to on my electric blanket?’ ” Says Van Ness, “I haven’t been stumped by a question in years, but that one—that one we had to get creative.”