11 Secrets of Butterball's Turkey Talk-Line Operators

Butterball
Butterball

Butterball’s Turkey Talk-Line started small. Their first holiday season in 1981, a team of six home economists answered 11,000 turkey-related questions from cooks across America. Things have grown a great deal since then: More than 50 phone operators now work out of the Butterball office in Naperville, Illinois—about a 30-minute drive from Chicago—and they answer 10,000 calls on Thanksgiving day alone. That’s not to mention all the texts, emails, and instant chat messages they also handle.

We spoke to three talk-line operators to find out what it takes to become a turkey expert and why they give up their own holidays to help others avoid disastrous dinners.

1. THEY NEED AT LEAST A FOUR-YEAR DEGREE IN A FOOD-RELATED FIELD.

The talk-line operators don’t call themselves “experts” for nothing. To be considered for the job, they need to have completed at least four years of a food-related program. Turkey talk-line supervisors Janice Stahl and Carol Miller both have degrees in home economics. Nicole Johnson, a talk-line coordinator, has degrees in nutrition dietetics and public health. There are also lots of registered dieticians on staff, and some of the other employees have worked as chefs or food stylists.

2. CONNECTIONS HELP WHEN IT COMES TO GETTING HIRED.

Positions on the talk-line are never formally advertised—only by word of mouth—so it helps to know someone who works there. Stahl says she found out about the job from her mother-in-law, who worked as a talk-line operator for more than 10 years. “It kind of takes a little bit of a connection to get in,” she says. “It’s a hot little commodity job.” In a similar vein, Miller found out about the job from a neighbor, and Johnson learned about it from a former teacher.

3. THE OPERATORS HAVE STAYING POWER.

Once someone does land a job, they tend to stick around a while. Many of Butterball's turkey experts have worked at the talk-line for over 10 years. "It's not a job where people really leave," Stahl told Patch in 2015. "We may hire one person a year."

4. NEW TRAINEES HAVE TO COMPLETE “BUTTERBALL UNIVERSITY.”

Butterball

During their first three years on the talk-line, all Butterball “freshmen” have to complete a one-day training seminar, dubbed Butterball University, at the start of each season. They’re assigned a specific method of turkey preparation, and spend the day cooking in the Butterball office kitchen. Butterball U attendees have tested out every possible appliance, from deep fryers to charcoal grills to sous vides.

“At the end of the day we’re looking at 10 or 12 turkeys that have been cooked in all these different methods,” Miller says. “Then we compare the appearance of the turkey, we compare time, we compare the juices that are in the bottom of the pan—Is there a lot of juice? Is it brown juice?” That way, “when the phones start ringing or the texts come in, you have actually visualized it," she says.

All of the experts also have to complete “advanced training” each year, which covers Butterball’s products and provides a refresher course on how to operate the phone and computer systems. (The computers are used to keep a record of the type of questions received, which are sometimes discussed in future training sessions.) New this year is a system that allows callers to hang up and have an operator call them back, instead of being put on hold. The wait can be short or long, depending on how many callers they have that day, and how chatty they are. "Sometimes the call will vary from 30 or 45 seconds to 30 to 45 minutes," Johnson says.

5. THEY HEAR ALL KINDS OF CONFESSIONS.

Because the talk-line operators are so sweet, affable, and non-judgmental, many callers feel comfortable telling them all kinds of personal details. “We are kind of like a confession hotline,” Stahl says. “We’ll get the husband on one line and the wife on the other because there’s been a dispute about what temperature the oven should be.”

One year, a new bride called into the hotline in a panic. She was nervous about cooking for her in-laws and couldn’t tell whether the turkey was done. They could barely hear her whispering into the phone, and when they asked her why she was speaking so softly, she replied, “I’m in the hallway closet.”

Another time, a man wanted to propose to his girlfriend by placing a ring inside the turkey, then cooking it. Miller, who took that call, advised him against it. "At the time I was worried about food safety and the romantic moment! Crunching down on a diamond—either big or small—could have been a problem for the bride or whoever found the ring," she explains. “I convinced him it would be just as dramatic if he took the ring, got a piece of ribbon, and tied it on a drumstick and then brought the turkey into the gathering and proposed that way.” This happened in the mid-’80s, and Miller still wonders what happened to them, and whether the woman said yes. “By now they could have kids and grandkids, and I can just imagine grandpa telling that story.”

6. THEY SHARE THEIR TURKEY MISTAKES WITH CALLERS.

Butterball

Some of the talk-line operators have had a few turkey mishaps of their own, and they'll share these personal stories with callers to let them know they’re not alone. “We’re all human. Everybody knows somebody that’s left that little treasure bag in the wishbone cavity of the turkey,” Miller says.

One time, Miller had an extra-large turkey but didn’t have a suitable pan to hold it, so she used a cookie sheet instead. “That was not a good idea because I spent I don’t know how much time bailing [the juices] out of the cookie sheet so that it wouldn’t go out and over the pan and into the oven,” she says. Another time, she “burned the heck out of a turkey” on a charcoal grill.

Stahl has a similar story. Once, after moving into a new home, she bought a turkey before checking to see if the oven worked. It didn’t, as she discovered on Thanksgiving day. So they ordered pizza instead.

7. THEIR CALLERS TRY TO THAW TURKEYS IN SOME PRETTY STRANGE PLACES.

Pools, bathtubs, dishwashers, jacuzzis—all have been used in attempts to thaw turkeys. One dad was bathing his twin kids and decided to put the turkey in the tub with them. Another family was having a large reunion at a hotel, and plopped 10 turkeys into the bathtub to thaw. “Picture the maid coming in and seeing that,” Miller says.

Turkeys have also been stored in some creative places when freezer space is lacking. Operators have heard from callers who left their turkeys in the trunk, only to discover that the weather warmed up the next day and ruined them. In states where it starts snowing in November, it’s not unusual for people to leave their turkeys outside in a snowbank. One year, someone did this and called into the hotline because they wanted to know how to find it. “The Midwest stories are the best,” Stahl says.

8. THEY CAN TELL YOU HOW TO MICROWAVE A TURKEY.

Butterball’s talk-line operators are trained in all methods of turkey preparation, including microwaves. After all, things go wrong and ovens stop functioning, so they need to be capable of guiding callers through the next-best-case scenario. In 2005, they got tons of calls from people living in FEMA trailers after Hurricane Katrina destroyed their homes. The shelters had microwaves but no ovens, and they wanted to know whether they could still cook a proper Thanksgiving meal.

“You can do it, but it’s gotta be about 12 pounds or less,” Stahl says. “You can even stuff it, stick it in the microwave, and we can walk you through all the steps. It works and it actually tastes really good. You wouldn’t know the difference.” The presentation, however, isn’t as nice as a turkey cooked in an oven. “It’s not pretty when it comes out of the microwave. That’s the only thing,” Stahl says.

9. THEY GET ASKED TURKEY-RELATED QUESTIONS EVEN WHEN THEY'RE OFF-DUTY.

While many of the turkey experts proudly wear a jacket with Butterball’s Talk-Line logo on the left side, they also know the risks. Namely, if they’re going to be leaving the house while wearing it, they should ensure they have plenty of time to talk turkey. “If you ask everybody in [Butterball’s office] on Thanksgiving day if they’ve ever been stopped somewhere out of the house with their Butterball jacket on and asked a question, I’m sure they all would say yes,” Miller says. She’s been stopped at the library, at soccer games, at Home Depot, and at the grocery store, so she always has to be on top of her game.

Stahl says she was at the grocery store when “some lady came after me in aisle three.” The woman didn’t know how to cook a turkey or even which aisle carried them, so Stahl sat down with her at a coffee shop inside the store and explained how it’s done—from start to finish. She didn’t mind helping, but conceded, “A grocery store is never where you want to wear a Butterball coat.”

10. THEY UNSUCCESSFULLY PETITIONED FOR A THANKSGIVING TURKEY EMOJI.

Butterball’s turkey experts launched a change.org petition last year to get Unicode, the leading authority on emojis, to introduce a cooked turkey icon. When responding to questions by text, the turkey experts sometimes throw in an emoji to make it more friendly and festive. However, they weren’t satisfied with the live turkey emoji because, as Butterball’s longest-standing talk-line operator Marge Klindera explained in a promotional video, “If your turkey looked like this, even we can’t help you.” Unfortunately, support was somewhat lacking—they got a little over 7500 signatures—and they never received their Thanksgiving emoji. “I think it might take a couple years to get the emoji,” Johnson says.

11. THEY DELAY THEIR OWN THANKSGIVING TO HELP YOU "HOST LIKE A BOSS."

Butterball’s turkey experts are scheduled to work from 6 a.m. to 6 p.m. on Thanksgiving day (and from 8 a.m. to 2 p.m. on Christmas Eve), which means they have no choice but to delay their own holiday celebrations. When it’s time for lunch, they order soup to help soothe their throats, since their voices are often hoarse by the end of the day. They don’t seem to mind one bit, though.

“All of us love to do this, and the really funny thing that people are kind of surprised to hear is that we actually all love to be there on Thanksgiving day because that’s the day when people need the most help,” Stahl says. “Those are the panicked calls that come in, like ‘I have a frozen turkey and it’s Thanksgiving morning. What am I going to do?’”

The rewarding nature of the job and the countless human connections they’ve formed are why so many talk-line operators keep coming back year after year. Johnson says the job is “exhausting in one way, but you still feel really good” for having helped save people from “turkey trauma.” So if you have a burning question about your forthcoming turkey feast, go ahead and give them a ring at 1-800-BUTTERBALL. They’d be happy to help.

Celebrate the Holidays With the 2020 Harry Potter Funko Pop Advent Calendar

Funko
Funko

Though the main book series and movie franchise are long over, the Wizarding World of Harry Potter remains in the spotlight as one of the most popular properties in pop-culture. The folks at Funko definitely know this, and every year the company releases a new Advent calendar based on the popular series so fans can count down to the holidays with their favorite characters.

SIGN UP TODAY: Get exclusive deals, product news, reviews and more with the Mental Floss Smart Shopping Newsletter!

Right now, you can pre-order the 2020 edition of Funko's popular Harry Potter Advent calendar, and if you do it through Amazon, you'll even get it on sale for 33 percent off, bringing the price down from $60 to just $40.

Funko Pop!/Amazon

Over the course of the holiday season, the Advent calendar allows you to count down the days until Christmas, starting on December 1, by opening one of the tiny, numbered doors on the appropriate day. Each door is filled with a surprise Pocket Pop! figurine—but outside of the trio of Harry, Hermione, and Ron, the company isn't revealing who you'll be getting just yet.

Calendars will start shipping on October 15, but if you want a head start, go to Amazon to pre-order yours at a discount.

This article contains affiliate links to products selected by our editors. Mental Floss may receive a commission for purchases made through these links.

10 Secrets of Epidemiologists

Epidemiologists are fans of charts.
Epidemiologists are fans of charts.
metamorworks/iStock via Getty Images

Unless you know an epidemiologist or are one yourself, those “disease detectives” might not have occupied a very large portion of your brain. Last year, that is. Now, with the coronavirus pandemic at the top of mind—and at the top of so many headlines—there’s a good chance you’re at least aware that epidemiologists study diseases.

To be more specific, the Centers for Disease Control and Prevention (CDC) defines epidemiology as “the study of the distribution and determinants of health-related states or events in specified populations, and the application of this study to the control of health problems.” So what exactly does this mean? Mental Floss spoke with a few epidemiologists to shed light on what they do, how they do it, and which germ-friendly foods they avoid at the buffet.

1. People often mistake epidemiologists for skin doctors.

Since the word epidemiologist sounds like it might have something to do with epidermis (the outer layer of skin), people often think epidemiology is some offshoot of dermatology. At least, until the coronavirus pandemic.

“Prior to that, no one knew what I did. Everyone was like ‘Oh you’re an epidemiologist—do you work with skin?’” Sarah Perramant, an epidemiologist at the Passaic County Department of Health Services in New Jersey, tells Mental Floss. “I would be rich if I had a dollar for every time I got asked if I work with dermatologists.”

2. Epidemiologists don’t discover a new disease every day.

Though some epidemiologists do look for unknown diseases—certain zoonotic epidemiologists, for example, surveil wildlife for animal pathogens that might jump to humans—most are dealing with diseases that we’re already familiar with. So what do they do every day? It varies … a lot.

Epidemiologists who work at academic or research institutions undertake research projects that help determine how a disease spreads, which behaviors put you at risk for it, and other unknowns about anything from common colds to cancer. But it’s not just about devising experiments and studying patient data.

“I like to tell my friends and family that my job is about four different jobs in one,” Dr. Lauren McCullough, an assistant professor in the department of epidemiology at Emory University’s Rollins School of Public Health, tells Mental Floss.

Writing, she says, is “the most important part.” It includes requesting grants, devising lectures and assignments, grading her students’ work, writing about her research, and more. She also sits on admissions committees, reviews other epidemiologists’ studies, and oversees the many people—project managers, data analysts, technicians, trainees, etc.—working on her own research projects.

Those who work in the public health sphere are often monitoring local outbreaks of diseases like the flu, Lyme disease, salmonellosis, measles, and more. If you test positive for a nationally notifiable disease (any of about 120 diseases that could cause a public health issue), the CDC or your state health department sends your electronic lab report to the epidemiologist in your area, who’s responsible for contacting you, finding out how you got sick, and telling local officials what steps to take in order to prevent it from causing an outbreak.

3. Epidemiologists have to make some uncomfortable phone calls.

At least the person on the other end can't see your expression of consternation.Andrea Piacquadio, Pexels

Epidemiologists sometimes have to ask pretty personal questions about drug use and sexual activity when trying to figure out how someone got infected, and not everyone is happy to answer them. “I’ve gotten hung up on many a time,” Dr. Krys Johnson, an assistant professor in Temple University’s department of epidemiology and biostatistics, tells Mental Floss.

Some simply aren’t willing to accept that they might have been exposed to a disease without knowing it. After several employees at a certain company tested positive for COVID-19, for example, Perramant started calling the rest of the workers to tell them to go into quarantine; this way, she could prevent sick people who weren't yet showing symptoms from spreading the disease without knowing it. But not everybody was open to her advice. “They would just swear up and down, ‘I haven’t been in touch with anybody who’s positive, please don’t call me again,’” Perramant says.

But there are plenty of cooperative people, too, especially victims of foodborne or diarrheal illnesses. “They really want to know where they got sick because they’re so miserable that they never, ever want to deal with that again,” Johnson explains. Parents of sick kids are also generally forthcoming, since they want to keep their kids healthy in the future. And then there are those who don’t have any problem spilling their secrets to a stranger.

“There was one woman who was very memorable,” Johnson says. “I called her about her Hepatitis C, and she was like, ‘Oh, honey, I did drugs back in the ’80s. That’s where I got my Hepatitis C. I pop positive every time!’”

4. Epidemiologists deal with a lot of rejection.

Public health epidemiologists have to learn to just shrug off all the rude tones and dial tones, and epidemiologists in academic settings need thick skin for different reasons.

“There’s just a lot of rejection,” McCullough says. “‘That idea isn’t good enough; this paper isn’t good enough; you’re not good enough.’ That is just a resounding thing. There’s a high bar for science; there’s a high bar for federal funding; and it takes a lot to cross that bar. So in the academic setting at these top-tier institutions, you really just have to have a thick skin.”

5. Just because epidemiologists' guidelines change doesn't mean they're wrong.

Sometimes, McCullough explains, the story of a disease can change over the course of one study. When you look at the first 100 people in a 10,000-person study, you’ll see one story emerge. By the time you’ve seen 1000 people, that story looks different. And after you’ve seen the data from all 10,000 people, the original story might not be accurate at all.

Usually, epidemiologists can complete the whole study of a disease and draw conclusions without the world clamoring for half-baked answers. But with a brand-new, highly infectious disease like COVID-19, epidemiologists don’t have that luxury. As they’ve learned more about how the pathogens spread, how long they can survive on surfaces, and other factors, they’ve changed their recommendations for safety precautions. Everyone else in the world of epidemiology expected this to happen, but the general public did not.

“If we say something this week that contradicts what we said last week, it’s not that we were wrong,” Johnson says. “It’s that we learned something between those two time points.”

6. Being an epidemiologist would be easier if people kept better track of their behavior.

Often, people omit vital information about how they got exposed to an illness because they just don’t remember all the details. You could easily recall devouring a few slices of the decadent chocolate cake your mom baked for your birthday last Friday, but you might not be able to name every bite of food you ate on a random Thursday three weeks ago.

“People aren’t telling us the whole truth, but it’s not that they’re being intentionally obtuse,” Johnson explains. “With recall bias, unless there’s a reason for us to really remember, we’re not going to remember everything we actually ate.”

This has made it especially difficult to trace an aerosolized disease like COVID-19.

“All my friends going into the Fourth of July were like, ‘Should we have a get-together?’” Perramant says. “And I said, ‘You can have people over, but you better take an attendance list. You better have a little spreadsheet on Google Drive that has every person’s name and their phone number, so that when one person tests positive and gets sick this week, when I call you, you will be able to give me that information like that.’”

7. Epidemiologists have reason to be wary of buffets, cruise ships, mayonnaise, and cubed ham.

It's all fun and games until someone eats warm egg salad.Tim Meyer, Unsplash

Infectious disease epidemiologists may have accepted that germs are a part of life, but they also know where those germs like to congregate.

“I don’t go to buffets, I have never been on a cruise ship and I don’t intend to, I’m super conscientious when I fly,” Johnson says. “And I’m really aware of whenever mayonnaise-based things are put out at family functions. If you’re ever at a potluck and people come down sick, the first thing people say [they ate] is potato salad or egg salad, because mayonnaise can spoil so quickly.”

“[Cubed ham] is one particular microbe’s very favorite thing to multiply on, so if you’re gonna have ham, make it a whole ham,” she says.

8. Teaching people is a really rewarding part of being an epidemiologist.

In addition to actually leading lectures in the classroom, academic epidemiologists also work extremely closely with their students on research projects; McCullough estimates that she’s in contact with hers at least once a day when they’re collaborating on a study.

“To work with someone so closely, and to watch them progress as a scientist and as a person, and then to have to let them go and send them out into the world, I find that very rewarding,” McCullough says of her trainees. “As a scientist in an academic institution, there’s not a whole lot of immediate gratification. Our papers get rejected, our grants don’t get funded, but the trainees are always a source of immediate gratification for me, so I hold them close to my heart.”

Epidemiologists in other spheres have teaching opportunities, too. When a community experiences a disease outbreak, public health epidemiologists like Perramant are responsible for helping the general public understand what they can do to prevent the spread.

“I like to teach kids about infectious disease and infection prevention for what’s relevant to them. We’ve had a couple of large outbreaks at summer camps, and last summer I put together a training for camp counselors,” Perramant says. “That’s always a part of my job that I really love.”

9. Epidemiologists have a unique understanding of racial disparities.

At this point, it's exceptionally clear that COVID-19 is disproportionately affecting people of color in the U.S. They're more likely to be exposed to it, they have less access to testing, and the preexisting conditions that place them at a higher risk can be the result of systemic racism. When these trends started to become apparent, McCullough got flooded with phone calls asking why. Her answer? This isn’t new. As she’s seen in her work as a breast cancer researcher, Black women are more likely to die of that disease than their white counterparts, and similar health disparities exist across the board.

McCullough explains that the general public is finally realizing what epidemiologists already knew: That poor disease outcomes in minority, low-income, and rural populations aren’t because of anything those people are doing on an individual level. Instead, it’s a result of systemic issues that keep them from leading financially comfortable, healthy lifestyles with access to healthcare and other resources.

“It’s not just COVID—it’s almost every single chronic and infection ailment that’s out there,” McCullough explains. “So this is a real opportunity for people to step back and take an assessment of where we are in terms of our healthcare system, and what we’re doing so that everybody has equitable outcomes. Because people shouldn’t die just because they live in a rural area, or just because they’re poor, or just because they’re Black or Hispanic.”

10. They've had to deal with a lot of “armchair epidemiologists” lately.

Until this year, epidemiologists had to suffer through people mistaking them for dermatologists. Now, during the coronavirus pandemic, people finally know at least a little about their jobs. In fact, people are so confident in their newfound epidemiological knowledge that many are fancying themselves experts on the subject.

“At the beginning of 2020, there were like 500 epidemiologists, and now there are about 5 million. Everybody thinks they’re an epidemiologist,” McCullough says. “There’s a science to it, and it’s a science that requires training. We went to school for a really long time to be doctorally trained epidemiologists.”

It’s not just about advanced degrees, either. Beyond that, you need years of firsthand experience to grasp all the nuances of understanding methods, interpreting data, translating your findings into recommendations for the general public, and so much more. In short, you can’t just decide you’re an epidemiologist.

Perramant has her own analogy for the recent influx of self-proclaimed epidemiologists: “It’s like armchair psychology. Poolside epidemiology now is a thing.”