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Thanks for making us all wait for YOU

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  • Thanks for making us all wait for YOU

    Tales of Rental Horror

    Customer comes in the rental center at 7:45 tonight wanting to rent a van. That's fine, as long as it's done before 8pm. He says OK, and disappears. Comes back at 7:56 to rent it. I do the paperwork and go through my spiel. I asked him about how long he thinks he'll have the van, because we close at 10. An hour, he says. Maybe less. I tell him to let me know when he's done loading and I'll reset the out time. He comes in at 8:15 and says he's ready. I reset the time and he's off.

    9:15 comes (an hour after he took off), no van. PL, maybe he underestimated. 9:30, no van. Hmm. 9:45, no van. I write a note for the opener that says "Customer took van and didn't return before closing, so don't freak when you don't see it." Now, we can rent it out overnight, but it's not $19. It's a daily fee of $62. So I figure he took longer than expected and decided to return in the morning. 10:00 comes, the closing pages are made, and I'm literally >thisclose< to punching out and I hear the bell go off that someone is at the door. It's the guy with the van. Ugh. He decided to make 2 trips while he had the van. Oh, good for you, glad you had time to waste while we all sat here waiting for you. My drawer has already been sent up and all the registers in the rental center are closed for the night. I close out the contract and as he goes to sign it, he questions why he's being charged $62 instead of $19. Well DUH! because I TOLD you it had to be done before 8.

    At this point, I really just want to go home. I have plans to attend a karaoke session this evening after work and there's a barstool with my name on it. I could rightfully enforce the overnight fee of $62, listen to him bitch at me for awhile, call the manager to hash it out with him, and eventually mark it down to $19 after being held up for a half hour, or I could just skip a bunch of steps and mark it down. I chose the latter. However.....one cannot just mark something down in the rental center. NOOOOOO.... First I have to cancel out the printed contract. Then I have to re-enter it and change the price from $62 to $19 (actually, technically it should have been $39 because he went well over the 75 minutes, but I just wanted to get out of there). Then I have to get a managers approval for the markdown. And of course the manager is at the front of the store guarding the door so no more customers come in while he waits for the last one to leave. Manager now needs to find someone to man his position as bouncer so he can come down to rentals to approve this markdown. Once he approved it I can finally re-close it. NOW, the customer can go back up to the front of the store where the last cashier is (impatiently) waiting for him.

    All of this actually only took about 15 minutes, but it felt like an hour. By the time I was actually able to leave work, I was too aggrevated to even go to karaoke.

    Grrrr.

    Success is not the key to happiness. Happiness is the key to success.

  • #2
    Today, at least around here was a big moving in day.
    So you see, he only had the 30 days since he gave his landlord notice to plan the move-in, to make sure he had a truck, to have things ready to move.
    Imagine what an imposition it was for your store to have regular hours, the staff to have actual lives beyond its doors, and to expect this EW to have actually thought out what his plan was before showing up there.
    I would have SO busted his chops and at least stuck him with the $39 while making him think I was doing him a huge favor to take it off the $62.
    "What did you have for breakfast this morning? Carnation Instant Bitch?"
    -Eric Foreman That 70's Show

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    • #3
      (bell) DING

      Me: Sorry sir, you're too late, we're closed. Take the van home, bring it back tomorrow.

      Him: But I'll be charged for overnight rental if I do that!!

      Me: Yup, you're charged for it now, and we're closed, and you can't return it now. Bring it back tomorrow and pay your $62 then.

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      • #4
        Never cross people with access to your break lines. <nods wisely>

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