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While answering phone calls at work yesterday, I received a call from a real estate agent who was calling on behalf of her client. As it turns out, she encouraged to use our company for moving into the new house she sold him. The purpose of her call was to try to get us to waive most of the charges, as she said it was just ridiculous for him to have to pay almost $600. Last time I checked, it would have cost more than that to hire movers. And he would have had them for only one day. By going with our company, a storage container was delivered to his old home, filled at his leisure, and then returned to a storage center where it remained for 6 weeks. It was then delivered to his new home for him to unload and then it was picked up again once it was emptied.
Apparently, she lead her client to believe that it would only cost a couple hundred dollars to use our company. And now that he is receiving invoices, he sees what it really cost and was upset with his agent.
So she calls me and keeps asking me what I am going to do to help her client. Finally, after telling her that I could not adjust the charges, I gave her an answer to her question. And she was not happy with that answer. The last time she asked I said "Nothing, I can do nothing to help your client. If you are that worried about the amount he has to pay, maybe you should consider spending some of the commission you charged him and put it towards the bill."
Funny, she suddenly could not get off the phone with me quick enough. That meant that she intended to contact the corporate call center to try to get them to make us help her. So I quickly added a note to the customer's account saying that this person had already been told that there would be no adjustments. In all capital letters so as to get the immediate attention of anyone who looked at the account. And, this morning I check the account, and sure enough she had called them. And their note said that they had reiterated exactly what I told her.
I would love to be a fly on the wall when she breaks that news to her client.
Apparently, she lead her client to believe that it would only cost a couple hundred dollars to use our company. And now that he is receiving invoices, he sees what it really cost and was upset with his agent.
So she calls me and keeps asking me what I am going to do to help her client. Finally, after telling her that I could not adjust the charges, I gave her an answer to her question. And she was not happy with that answer. The last time she asked I said "Nothing, I can do nothing to help your client. If you are that worried about the amount he has to pay, maybe you should consider spending some of the commission you charged him and put it towards the bill."
Funny, she suddenly could not get off the phone with me quick enough. That meant that she intended to contact the corporate call center to try to get them to make us help her. So I quickly added a note to the customer's account saying that this person had already been told that there would be no adjustments. In all capital letters so as to get the immediate attention of anyone who looked at the account. And, this morning I check the account, and sure enough she had called them. And their note said that they had reiterated exactly what I told her.
I would love to be a fly on the wall when she breaks that news to her client.
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