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(AKA: Don't let the door hit you on the way out!)
So a customer of ours I've taken to calling "Shouty-Sweary Guy" for obvious reasons calls me. Seems he's got a bill from his IT guy for a job we worked on together... He bickers a bit as the IT guy had assured me he'd go out (HE offered, I didn't ask) and work pro-bono on this (customer seems to be, err, low-income).
I ask him to fax me a copy of the invoice, and it's pages covered in detailed notes, all of which clearly spell out what I already knew; that there was never any fault on our end - it was all the customer's equipment. This guy, FYI, uses a Win98 computer with 256M of RAM
So I call the guy back & offer him a goodwill credit of one site visit & labour's charges; approximately $120.
What is his response? "You can take it & shove it up your a$$!"
He rants & raves & goes on about a fault he had 3 years ago where he was without service (he says) for 3 days, and we never compensated him. Does he still want the credit? Nope, see above. "I'm going to [Competitor]!"
"OK" say I. Thinking, as above, "Don't let the door hit you on the way out!"
This guy's swearing & shouting put ME to shame, and that's saying something
He's been hung up on by the call centre for his behaviour more than once, and the one & only reason we even help him at all? The IT guy.
But wait. There's more! $Bossman heard me & said he never would've given the guy the credit anyway... Too late now, offer's expired
So I call the IT guy to get my story in first.. Turns out, he'd told the guy firmly he'd have to charge for some of his time, what with all the extra work he'd had to do (installed new RAM, removed old dialup connections, tidied up their cabling, etc) - and the customer told him to make up a bill for him, saying he'd try get the money out of us!
It's not even a bill! He isn't even expecting any money!
When I told him what happened, he laughed & laughed. When I told him he's leaving, and I hope "the door doesn't hit him" he laughed some more.
He said, "I'm just going to leave him with the bill & see what he offers me."
Apparently this guy is one of 3 identical customers; they all scream, shout, swear & do anything to get out of paying their bills - which they often do ridiculously late anyway.
"I've got to laugh." he says, "there's no other way to cope with them"
"Hmm." Nod I sagely, "it's a 'laugh to keep from crying or killing someone situation' isn't it?"
I'm about to contact his account manager, who's a friend of mine, and ask what we can do to expedite moving this customer away from us as soon as possible
So a customer of ours I've taken to calling "Shouty-Sweary Guy" for obvious reasons calls me. Seems he's got a bill from his IT guy for a job we worked on together... He bickers a bit as the IT guy had assured me he'd go out (HE offered, I didn't ask) and work pro-bono on this (customer seems to be, err, low-income).
I ask him to fax me a copy of the invoice, and it's pages covered in detailed notes, all of which clearly spell out what I already knew; that there was never any fault on our end - it was all the customer's equipment. This guy, FYI, uses a Win98 computer with 256M of RAM
So I call the guy back & offer him a goodwill credit of one site visit & labour's charges; approximately $120.
What is his response? "You can take it & shove it up your a$$!"
He rants & raves & goes on about a fault he had 3 years ago where he was without service (he says) for 3 days, and we never compensated him. Does he still want the credit? Nope, see above. "I'm going to [Competitor]!"
"OK" say I. Thinking, as above, "Don't let the door hit you on the way out!"
This guy's swearing & shouting put ME to shame, and that's saying something
He's been hung up on by the call centre for his behaviour more than once, and the one & only reason we even help him at all? The IT guy.
But wait. There's more! $Bossman heard me & said he never would've given the guy the credit anyway... Too late now, offer's expired
So I call the IT guy to get my story in first.. Turns out, he'd told the guy firmly he'd have to charge for some of his time, what with all the extra work he'd had to do (installed new RAM, removed old dialup connections, tidied up their cabling, etc) - and the customer told him to make up a bill for him, saying he'd try get the money out of us!
It's not even a bill! He isn't even expecting any money!
When I told him what happened, he laughed & laughed. When I told him he's leaving, and I hope "the door doesn't hit him" he laughed some more.
He said, "I'm just going to leave him with the bill & see what he offers me."
Apparently this guy is one of 3 identical customers; they all scream, shout, swear & do anything to get out of paying their bills - which they often do ridiculously late anyway.
"I've got to laugh." he says, "there's no other way to cope with them"
"Hmm." Nod I sagely, "it's a 'laugh to keep from crying or killing someone situation' isn't it?"
I'm about to contact his account manager, who's a friend of mine, and ask what we can do to expedite moving this customer away from us as soon as possible
(in his own puny mind, anyway...)
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