
Nancy and I lived across the street from each other for 16 years of our lives. We played hide and seek with the six boys on the block and once a week we played house in her basement. Nancy got to be the one to feed the babies, clean and iron while I took a hat and jacket and went to the furnace room, at work. Nancy’s house, her rules. My basement had a cool big box that the neighbours piano had been shipped in. Ping pong, forts and playing in the field and creek made for great adventures and a lifetime friendship.
Nancy was diagnosed with breast cancer and I couldn’t be there with her. I mailed my big rabbit, Rachel, to her to be a good listener and a soft hug through chemo and radiation treatments. When Nancy recovered and was feeling good again, she mailed Rachel back to me with customs label- contents: rabbit, value: $100.00. When the box with Rachel arrived, Customs Canada labels had charged duty and customs tariffs for $35.00.
I work as a conflict resolution teacher so you might think I would handle this with a level of skill and diplomacy? wrong. I called customs to give them a piece of my mind. Luckily, the office was closed. Good for both of us. I wrote a letter to customs describing Rachel and what she was doing in Minnesota with Nancy. I said she was returning to Canada, her home as she was Canadian. I proposed several choices, bringing the box down to customs to open it and they could see a used stuffed rabbit, no duty required. I could mail Rachel unopened back to Minnesota and drive her across the border in the summer, no one would know she was there. I suggested 10 choices and finally awaited their response.
The following week, I received a call on my answering machine, ‘This is Customs Canada, please let Rachel out of the box.’ The following week, I received mail addressed to Rachel % in care of Martha McManus. ‘Dear Rachel, We are sorry we did not recognize you as a returning Canadian resident. In the future, please travel with the attached papers to assist as you cross the border. Please accept our apology.’ It was signed by an official of Customs Canada with attached documents in Rachel’s name, no duty, official Canadian residence documents.
Eight months later, I was paying duty for books I ordered and I was talking with a gentleman who was also at customs, importing Irish lace. We remarked at how helpful customs agents were. I mentioned my experience with Rachel, and the agent helping me, leaned across the counter and asked excitedly, ‘Are you Rachel’s mom?’ She said they use Rachels story in training customs agents and Rachel and I went down to the Harry Hayes building for photos in a custom newsletter.
For years, I have told Rachel’s story in classes on negotiation. Rachel has gone on to spend many months with others who needed her support in medical and emotional times. The above photo is one Rachels now healthy friends.


