The computers in our video rental department have a really nice feature on them: the ability to put notes on customers' accounts. I tend to put a note on an account of a customer says something like "I'm never coming here again!" or "I'm getting Netflix!" whenever they become irate.
About four months ago, I remember a phone conversation I had with a woman. It was ridiculous:
Me: "Hello, video department"
SC: "When are my movies due back?"
*I obtain her name and look up her account*
Me: "They were actually due two days ago at midnight."
SC: "Does that mean I have a late fee?"
Me: *duuhh* "Yes, it is $2.50 for each movie late, $1.25 recurring each day late."
SC: "You mean I have to pay...*calculates* $10!!!!"
Me: "If they're returned tonight, yes."
SC: "Well, it looks like I am never coming back now, doesn't it?"
Me: "Fine by me, ma'am"
SC: *click*
Luckily, she came back to at least return her late movies. After the phone call, I put a note on her account saying what happened and what she had said.
Fast forward to tonight. Unfortunately, I was on break for this one, but I heard all about it. That's right, she came back!! It is ALWAYS a great laugh when we get a customer back with such a note on their account. And guess what? She had to pay her late fees off!
Apparently she was fuming about it, but she paid them. But, she AGAIN said that she was never coming back again. Apparently her daughter said, "mom, you say that about EVERYWHERE but you always come back..." and she stormed out.
VICTORY!!
About four months ago, I remember a phone conversation I had with a woman. It was ridiculous:
Me: "Hello, video department"
SC: "When are my movies due back?"
*I obtain her name and look up her account*
Me: "They were actually due two days ago at midnight."
SC: "Does that mean I have a late fee?"
Me: *duuhh* "Yes, it is $2.50 for each movie late, $1.25 recurring each day late."
SC: "You mean I have to pay...*calculates* $10!!!!"
Me: "If they're returned tonight, yes."
SC: "Well, it looks like I am never coming back now, doesn't it?"
Me: "Fine by me, ma'am"
SC: *click*
Luckily, she came back to at least return her late movies. After the phone call, I put a note on her account saying what happened and what she had said.
Fast forward to tonight. Unfortunately, I was on break for this one, but I heard all about it. That's right, she came back!! It is ALWAYS a great laugh when we get a customer back with such a note on their account. And guess what? She had to pay her late fees off!
Apparently she was fuming about it, but she paid them. But, she AGAIN said that she was never coming back again. Apparently her daughter said, "mom, you say that about EVERYWHERE but you always come back..." and she stormed out.
VICTORY!!
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