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I got an interesting phone call today. The customer called asking for her tenants final bill total. She stated that she wanted to deduct the final balance from the tenants deposit because she was selling the house and the closing was this week. There's a few reasons I wasn't going to give her this information and I tried to tell her why. #1 is that privacy laws prohibit me from discussing someone's account with anyone else, except a spouse. #2 is that the tenants bill is just that, the tenants, and it will not be connected to the house, the owner of the house or anyone but the tenant. A lot of landlords get confused by this because a tenants water bill can be transfered to the homeowner if the tenant doesn't pay. (why this is, I don't know) I'm trying to explain #2 to her and she gets all huffy and interupts me...."Obviously, you don't know what I want, I want your supervisor"...Now....I know something she doesn't.....my supervisor is NEVER available. We take the customer's name, address and phone number and the supervisor calls them back when they can (usually within the hour)....Anyways, since I know the supervisor isn't available, I try to explain again, starting off with, "I understand what you're asking for, and I'm trying to explain why I can't give it to you and...." This is where she cuts me off again with...."You aren't listening to me....I want your supervisor" in a really nasty tone of voice. So I dig out my sweet innocent voice from deep down in my bowels, and ask her to hold while I see if my supervisor is available. (I always ask them to hold while I "look" for my supervisor....gives me a chance to type up an email to the supervisors so I don't ruin my "call handle" time.) I give the SC 2 minutes to calm the hell down, and take her off hold, saying with that same syrupy sweet voice..."I'm sorry, but my supervisor is on the phone with another customer, but she would be happy to call you back, may I have your name and phone number please" (all said with one breath so they can't butt in). I'm expecting a tirade at this point but what does she do? Asks me to go over what I had told her before putting her on hold. She asked me a few more intelligent questions and when reassured that the tenants bill would not become her problem and/or responsibility, calmly thanked me and went on her way....
I couldn't believe she did a complete 180 and actually listened to me!!!
I was hoping that was a sign that today was going to be a good day, but alas....there were plenty of other SC's to take her place.
I couldn't believe she did a complete 180 and actually listened to me!!!
I was hoping that was a sign that today was going to be a good day, but alas....there were plenty of other SC's to take her place.
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