Old dogs and old Muppets

The saying is "you can't teach an old dog new tricks."
While I may not always believe it to be true, in the case of teaching old Muppets new tricks, it is 100 percent accurate. Sitting in my little corner of the work-world -- working a supposed "day off," which happens all too often lately -- I get constant reminders of that.

Today's examples include highly technical accounting and billing aspects. Won't you play along?

Example One:  Telling Waldorf to search for accounts in the system by last name, rather than phone number.
Granted, when the screen comes up, the first line is "Phone Number," but just two little lines below it is that ever popular (except to Statler and Waldorf) "LAST NAME" entry.
Why is it so important? Because some people now have two, three, four accounts, because they give their out of state number, local phone number, cell phone number, work phone number, and who knows what else.
When I point it out to Waldorf -- usually right after she asks someone "What is the phone number?" -- her response is "I do go by last name."
Really? Then why didn't you ask name instead of phone number?
Why when I'm posting payments in the system, am I finding new customers with more multiple accounts?
It's really not a hard concept; we all have last names (well, excluding Cher, Madonna, Beyonce and a few other famous people, but I'm fairly certain none of them have placed classified ads in our newspapers).
When I point out that she didn't do it, she gets all miffed and whiny: not a good look for anyone, not even a worn out Muppet.

Am I crazy? I don't think so. Am I asking too much? I didn't think so, but evidently I am ... because, as she told me, "If they didn't want us to go by phone number, it wouldn't be the first line on the screen."
I'm not sure who "they" are, or how she knows their intention ... but I know that each month, I can count on more and more customers having more and more accounts in the system.
Because you can't teach old Muppets new tricks .... no matter how simple, or how many times you try.