I really don't deal with too many Sucky Customers any more - most of the time, I deal with Sucky Contractors and those times are very few and far between....I had a sucky person of the customer variety today...he wasn't too bad, but definitely breaking the cardinal rule of roadside assistance - we cannot do appointments.
Due to the nature of this business, we cannot do appointments. Period. We cannot guarantee the time a truck will arrive. We can give a ballpark time. That's it.
I had this guy argue with me that he knew he'd be back at his veh at 9am and that I should get someone who could be there around that time to meet him. I tried to explain to him that there is no way a station will take accept that. He would not accept this answer. He kept telling me over and over what he was doing and he knows how long that it takes to do it and that I should get someone there by that time.
I explained to him that due to the nature of this business...whatever will happen...i.e. traffic, weather - you name it - things can hold up both you and the driver - it cannot be set up by appointment or guaranteed time.
Wash. Rinse. Repeat.
Finally, he hung up on me. Which was a good thing because sometimes, in the heat of the moment, I can't figure out how I'm going to make the wash cycle stop.
Due to the nature of this business, we cannot do appointments. Period. We cannot guarantee the time a truck will arrive. We can give a ballpark time. That's it.
I had this guy argue with me that he knew he'd be back at his veh at 9am and that I should get someone who could be there around that time to meet him. I tried to explain to him that there is no way a station will take accept that. He would not accept this answer. He kept telling me over and over what he was doing and he knows how long that it takes to do it and that I should get someone there by that time.
I explained to him that due to the nature of this business...whatever will happen...i.e. traffic, weather - you name it - things can hold up both you and the driver - it cannot be set up by appointment or guaranteed time.
Wash. Rinse. Repeat.
Finally, he hung up on me. Which was a good thing because sometimes, in the heat of the moment, I can't figure out how I'm going to make the wash cycle stop.
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