High Drama at Big Machine.
I learned a new word yesterday, from Sandy at The Imponderabilia of Actual Life. She had just finished Reading the OED: One Man, One Year, 21,730 Pages, which I think I may have to buy, and she came across this word:
Constult (v.) To act stupidly together
Of course, we must all start using this right away. How many people are necessary for a constultation? Can it be just two? If so, we have a couple of Big Machine customers who fit the definition like no one I have ever come across.
We got a group email last week from our department head, informing us that if a Mr. X or a Ms. Y call, we are to direct them to our Loss Prevention department, and are not to assist these people in any way. So of course, I had to find out why.
The way Big Machine's internal system is set up, you can enter someone's name in the search box, and if they have placed an order with us, their order number will pop up. Then you take the number and enter it into the system, and can bring up the order that way. Once you're in the order, you can browse through all the pages, the itemized list of their purchases, their billing and shipping address page, the payment page, and, most importantly, the page devoted to notes of the sale. Most of the time the notes are very short. After you book a delivery for a customer, you go into the notes page and highlight pre-made lines about delivery procedure that will then get printed on the receipt. It's pretty dull, routine stuff:
Delivery procedure explained and delivery letter sent
Delivery fees are calculated per trip and are non-refundable
Care brochure sent
Drivers will call 2 days prior to delivery to give a 2-3 hour time frame
Customer responsible for measuring to be sure piece will fit into home
Local delivery scheduled for Friday, October 31
Then there are the things that don't get highlighted, which are things the sales rep enters in herself that may be relevant later if the customer calls back. Most of the time, these are boring, too:
Customer is expecting a baby any day and is worried that she may go into labor on the day she is expecting her furniture. I told her that we understand these things may occur, and can reschedule delivery if this happens.
Customer said she has not measured her doorway and does not know if the sofa will fit. She will measure and call us back. She understands delivery fees are not refundable.
Credit card declined. Customer will call credit card company and call us back. He understands we cannot book delivery unless we process the card first. He would like delivery on 11/4 if it is still available when he calls back.
Because we have these notes in the sale, the sales rep can read them and know what she has to do to take care of the customer, so the customer will not have to re-explain himself every time he calls. Of course, if there is a customer service issue, that has to be entered as well:
Customer called, angry because she was told her time frame was between 3-5. It is now 5:15 and no drivers. Told her I would call dispatch to find out where the driver is and call her right back.
Customer called. Table arrived damaged. Apologized to customer and set up exchange. Filed damage claim with the warehouse.
And sometimes, the customer becomes combative. That has to be recorded as well. Although we are not allowed to enter swear words, we are allowed to allude to them by using the old stand bys of "he told me to go f*** myself" or "he said we were all a bunch of &*$#%!! I told him I did not appreciate foul language and terminated the call."
(FYI, when you have a customer service issue, do not swear at the rep. All that does is give her permission to hang up on you. Then you have to call back and start all over again.)
There is an awful lot of ass-covering that goes on in the notes, such as "customer understands delivery fees are not refundable" and "customer understands we cannot book without payment."
Most of the time everything is fine, but we've all gotten a call back from people whining "she never told me I had to measure my elevator! It's not fair! Why wouldn't the drivers walk up 7 flights of stairs with a sofa! They should account for the fact that things may not fit!" (Actual call)
Because of this, reps get very paranoid, and you see things like "told customer it is her responsibility to measure doorways, hallways, stairways, corners, elevators, any damn thing she can think of!!!!" If, in the event that the customer calls back and claims she wasn't told that, the rep can say, well it says right here that on 10/16 you had a conversation with flea about measuring."
Just remember, in most large corporations, calls are recorded and notes are taken, so try to be as honest as possible. Also bear in mind that the rep you're complaining about probably goes out drinking with the rep you're talking to now, so be as honest and polite as possible.
At Big Machine, we really do try to fix customer service issues and make sure that ultimately, the customer is happy with her purchase. But shit does happen. Sometimes the drivers are late because they had a difficult delivery that took longer than expected. Sometimes there is transit damage and the table gets scratched. Sometimes transit damage happens more than once. The customer doesn't like it, because it is time consuming and frustrating. The reps do not like it, because it is time consuming and frustrating. Because of this, it is best to be patient on both sides. A good thing to ask a rep is "what can we do to resolve this issue as quickly as possible?" If she says "nothing," you can and should ask to speak to a supervisor, who may have more options available that the rep has. If they are not calling with updates as much as you like, it is perfectly acceptable to keep politely calling. The number of times you call will be recorded and can work in your favor as long as you remain polite.
I had a horrible incident when I first started working at Big Machine where a couple received the incorrect umbrella cover six times in a row. It took six months to get them the correct cover, and to do it I had to have the manufacturer custom make the correct cover for them. When the sixth wrong cover was received, I started crying over the phone with the customer in frustration. They finally got their cover, and told me that the experience had been both the worst and the best customer service experience they'd ever had. They were lovely, lovely people. They never once yelled at me, they never raised a big stink, they didn't demand compensation (although I did give them a $150 gift certificate when it was all over.) They were incredibly patient and kind, much more so than I would have been.
But for every lovely couple, there are their evil twins. Enter Mr. X and Ms. Y. After receiving the email telling us to not talk to these people, I found their order and read the sale notes, which I will share with you.
Settle down with a sandwich and a glass of milk, folks. It's a long saga.
Multiply this by thirty, with various levels of drama, and you have my day. Keep this in mind the next time you think that customer service reps just answer the phone and don't have any real work to do.
10/2/08: MR X CALLED AND IS VERY UPSET - HE HAS NOT BEEN CONTACTED BY [THE OUTSOURCED DELIVERY COMPANY] AND TOMORROW IS THE LAST DAY OF HIS 3 WEEK TIMEFRAME - ADVISED I WOULD SEND AN URGENT EMAIL TO OUR CONTACTS TO FIND OUT WHERE THE ORDER IS - WE WILL CALL HIM ONCE WE CAN DETERMINE WHAT HAS HAPPENED. HE WILL WANT TO BE COMPENSATED FOR US NOT FULFILLING OUR "CONTRACT" WITH HIM - WILL COPY SUPERVISORS TO HAVE SOMEONE CALL HIM IN THE MORNING IF WE GET AN ANSWER RIGHT AWAY. - RB
10/3/08: CUSTOMER CALLED BACK AND GOT AB - CALLED HIM BACK TO APOLOGIZE THAT I STILL DID NOT HAVE ANY INFO BUT THAT MY CONTACT IS IN THE OFFICE ON SATURDAY AND I WILL SPEAK WITH HER IN THE MORNING TO SEE IF WE GOT AN ANSWER - HE IS REALLY NOT HAPPY!!!!!! - RB
10/4/08: SUBMITTED CLAIM WITH DELIVERY COMPANY FOR BEING OUT OF TIMEFRAME - KA/191
10/4/08: TALKED TO KA/191 THIS MORNING AND SHE CAN SEE THAT THE MERCHANDISE HAS REACHED [CUSTOMER'S HOMESTATE] BUT THERE ARE NO UPDATES AFTER THAT - SHE HAS SENT 3 EMAILS AND CALLED TO FIND OUT WHY THE CUSTOMER HASN'T BEEN CALLED AND IS NOT GETTING AN ANSWER FROM THE CARRIER, SHE WILL KEEP TRYING TO FIND OUT WHAT IS GOING ON. - RB
10/4/08 - THE MERCHANDISE NEVER MADE IT ON THE TRUCK FROM [THE OUTSOURCED DELIVERY COMPANY'S] HUB IN AURORA TO THEIR AGENT IN [THE CUSTOMER'S HOMESTATE]. THE MERCHANDISE WAS FOUND IN AURORA AND IS BEING SENT TO THE AGENT TODAY. THIS WILL ARRIVE 10/8 AND THE CUSTOMER WILL BE CALLED 10/9 FOR A DELIVERY THE FOLLOWING WEEK. CALLED AND TALKED TO MR X, LET HIM KNOW THEY WILL CALL TO SCHEDULE DELIVERY 10/9. PER THE CUSTOMER, HE WILL "HOLD THE TRUCK HOSTAGE" UNTIL HE GETS COMPENSATION. PER THE CUSTOMER WE HAVE TRIED TO BLAME THE TRUCKING COMPANY AND HAVE NOT TRIED TO TAKE RESPONSIBILITY FOR THE PROBLEM. I TOLD HIM WE DO UNDERSTAND THAT WE HAVE CAUSED HIM A DISSERVICE, BUT I DIDN'T WANT THIS TO GET INTO AN ADVERSARIAL SITUATION WHERE HE WAS HOLDING A TRUCK FOR COMPENSATION. CUSTOMER REALLY WOULD NOT LISTEN SO I DID SAY WE WOULD CALL HIM ON 10/9 AND THEN THE DAY OF DELIVERY. - KL
10/10 - CUSTOMER HAS BEEN CONTACTED AND WILL BE DELIVERED NEXT WEEK. PER THE AGENT THE CUSTOMER WAS QUITE PLEASANT. - BR/191
10/15 - MR X CALLED THIS EVENING. HE RECEIVED A CALL FROM [THE OUTSOURCED DELIVERY COMPANY] YESTERDAY TELLING HIM THAT HE WOULD NOT RECEIVE HIS DELIVERY THIS WEEK BECAUSE THEY DID NOT HAVE ENOUGH DELIVERIES IN THE AREA TO MAKE A DELIVERY TO HIM. MAYBE THEY WOULD BE OUT NEXT WEEK. HE WAS NOT HAPPY WITH THIS CONSIDERING HE HAS BEEN WAITING FOR HIS DELIVERY FOR THE LAST 2 WEEKS. AGAIN HE SAID THAT HE WOULD BE HOLDING THE TRUCK HOSTAGE UNTIL HE RECEIVED COMPENSATION. I ASSURED HIM THAT HE WOULD RECEIVE COMPENSATION AND THAT BIG MACHINE FOLLOWS UP AND HE WILL BE COMPENSATED ONCE DELIVERY IS COMPLETE. HE DOESNT TRUST US AT THIS POINT. I APOLOGIZED TO HIM FOR THE INCONVENIENCE. HE IS NOT ANGRY WITH ME, BUT IS VERY FRUSTRATED WITH THE WHOLE SITUATION. HE ASKED FOR CORPORATE CUSTOMER SERVICE'S PHONE NUMBER WHICH I GAVE HIM. HE WAS GOING TO HAVE HIS DAUGHTER REGISTER WITH US, BUT HE ISN'T SO SURE ANYMORE. I TOLD HIM THAT A MANAGER WILL CONTACT HIM TOMORROW TO DISCUSS THE SITUATION. I WILL EMAIL KA/191 AND BR/191 ABOUT THIS SITUATION - CG
10/15 - HELLO ALL, I AM QUITE CONFUSED ABOUT THIS. THE DELIVERY COMPANY HAS ALREADY SCHEDULED A DATE WITH THIS CUSTOMER THAT IS COORDINATED WITH THE CUSTOMER BEING BACK IN TOWN. SEE BELOW SCHEDULED FOR 10/22 BECAUSE THE CUSTOMER SAID THEY WERE OUT OF TOWN FROM NOW UNTIL 10/21. - NR/ACCOUNT SPECIALIST
10/15 - I SPOKE WITH CUSTOMER AND OFFERED TO REFUND HIS DELIVERY FEE OF $279. HE SAID THAT WAS NOT ENOUGH. I ASKED WHAT HE FEELS IS THE APPROPRIATE COMPENSATION. HE WOULD NOT SAY. HE WILL CALL US WHEN HE TAKES DELIVERY FOR ADDITIONAL COMPENSATION. I TOLD HIM I FELT THE $279 REFUND WAS APPROPRIATE COMPENSATION BUT HE WOULD SPEAK WITH THE DEPARTMENT ASSISTANT MANAGER ON SATURDAY. - SR
10/16 - EMAILED BR/191 TO CONFIRM WHY THERE WAS NO DELIVERY THIS WEEK. TRUCKING COMPANY CLAIMS CUSTOMER SAYS HE WOULD BE OUT OF TOWN BUT CUSTOMER CLAIMS IT WAS DUE TO NO OTHER DELIVERIES IN THE AREA.
10/22 - PER BR/191, DELIVERY TODAY BETWEEN 4-5. - GS
10/22 - CUSTOMER CALLED VERY IRATE. HE WAS TOLD BY THE DELIVERY COMPANY THAT HE WAS TO BE HOME BY 4 FOR DELIVERY AND HE HAS BEEN WAITING. I TOLD HIM IT SHOWS THAT YOUR DELIVERY IS BETWEEN 4-5 AND IT IS JUST NOW 4PM. HE SAID I WILL WAIT AND HOLD THE DRIVERS HOSTAGE UNTIL THIS IS SETTLED. I SAID I AM VERY SORRY - GS
10/22 - SPOKE TO BR/191 TO BE PREPARED IN CASE ALL H*** BREAKS LOOSE. - GS
10/22 - SPOKE TO MR. X. IT IS 5:38 DELIVERY HAS NOT OCCURRED. CUSTOMER IS VERY UPSET. HE WANTED DELIVERY RE-SCHEDULED FOR TOMORROW BETWEEN 1-5. BUT WANTED A CALL AT WORK ONCE TRUCK GOT THERE AND FOR THE TRUCK TO WAIT FOR HIM TO GET HOME. IF CUSTOMER WAS IN A MEETING , THEY WERE TO WAIT UNTIL MEETING WAS FINISHED BEFORE HE CAME BACK HOME. I DID TELL HIM WE COULD TALK TO CARRIER, BUT DID NOT THINK TO ASKED THEM TO WAIT UNTIL HIS MEETING WAS FINISHED WOULD BE POSSIBLE. DISCUSSED A POSSIBLE HOUR OR 1/2 HOUR CALL AHEAD AND CUSTOMER SAID NO, HE DID NOT WANT THEM TO CALL TILL THEY WERE AT HIS HOUSE. CUSTOMER SAID HE JUST CAME FROM VERY INTENSIVE BUSINESS TRIP AND HAD MEETINGS PLANNED TOMORROW WITH BANKER, VENDORS AND CUSTOMERS TO CEMENT A 16 MILLION DOLLAR DEAL. I DID ASK IF PERHAPS THERE WOULD BE ANOTHER DAY WHEN HE WAS A LITTLE MORE OPEN, HE SAID NO. ENDED THE CALL SAYING WE WOULD HAVE SOMEONE CALL HIM TOMORROW WITH ANY OPTIONS AVAILABLE. FYI, CUSTOMER IS LEAVING HIS HOUSE IN 5 MINUTES. - KL
10/22 - CUSTOMER CALLED AT 7:30, DRIVERS ARE MAKING DELIVERY. THERE IS DAMAGE TO THE TABLE, SEVERAL DENTS ON THE EDGE AND THE TOP IS SCRATCHED. WANTS EXCHANGE. ALSO WANTED DELIVERY FEE REFUNDED TODAY WHICH I DID. WHILE WE WERE STILL TALKING, THERE WAS SOME COMMOTION AND HE HUNG UP, I WILL TRY CALLING HIM BACK IN A FEW MINUTES - SR
10/22 - I CALLED CUSTOMER, WHILE HE WAS SPEAKING WITH ME, THE DRIVERS WANTED TO LEAVE BUT NEEDED THE PAPERWORK SIGNED. THEY ARE NOT ALLOWED TO LEAVE THE MERCHANDISE IN THE HOME WITHOUT GETTING THE CUSTOMER'S SIGNATURE STATING THAT DELIVERY HAD OCCURRED AND THE MERCHANDISE WAS IN THE HOME. THE WIFE ASKED THEM TO WAIT IN THE DINING ROOM UNTIL MR. X WAS DONE SPEAKING WITH ME IN THE DEN. THEY WERE VERY IMPATIENT AND DID NOT WANT TO WAIT, THEY ARGUED WITH THE WIFE. THAT'S WHEN THE CUSTOMER HUNG UP ON ME. HE ORDERED THEM OUT OF THE HOUSE, HE SAID THEY THREATENED HIS WIFE. THEY SAID THEY COULD NOT LEAVE WITHOUT THE SIGNED PAPERWORK. THE CUSTOMER PULLED OUT A SHOTGUN AND ESCORTED THEM OUT OF THE HOUSE. HE SAID THAT HE PUT HIS HAND ON THE SHOULDER OF ONE OF THE DRIVERS TO LEAD THEM OUT. HE FELT VERY THREATENED AND INTIMIDATED BY THE YOUTH AND SIZE OF THE DRIVERS. HE SAID HE DID NOT HAVE TO PUT UP WITH THE WAY THEY WERE SPEAKING TO HIM AND HIS WIFE. HE WANTS TO SPEAK WITH SOMEONE "HIGHER UP" THAN ME. I TOLD HIM MY MANAGER WOULD BE IN THE OFFICE TOMORROW MORNING AND HAVE HER CALL HIM THEN. - SR
10/23 - I SPOKE WITH BR/191 TO UPDATE HIM ON THE SITUATION. I FORGOT TO ADD LAST NIGHT THAT THE CUSTOMER SAID SOMETHING ALONG THE LINES OF "IN THESE PARTS, PEOPLE GET SHOT FOR LESS" - THIS IN REFERRING TO THE WAY THE DRIVERS SPOKE TO HIS WIFE. - SR
10/23 - JR/393 SPOKE WITH THE DRIVERS. THE DRIVERS' VERSION IS THAT THEY ARRIVED AT 6 AND WAITED FOR 45 MINUTES FOR CUSTOMER TO ARRIVE HOME (VERIFY WITH GPS IN TRUCK) THEY TOOK THE TABLE INTO THE HOUSE AND STARTED TO SET IT UP. MS. Y TOLD THEM TO STOP AND WAS VERY AGITATED AS SHE FELT THE TABLE WAS DENTED AND SCRATCHED. THE DRIVERS TOLD HER THEY HAD JUST TAKEN THE TABLE OUT OF THE BOX AND WOULD SHE PLEASE LET THEM SET IT UP. DURING THIS TIME MR. X WAS IN THE OTHER ROOM TALKING TO SR. THE DRIVERS ADMIT THAT VOICES WERE RAISED - THEY WANTED THEIR PAPERWORK SO THEY COULD LEAVE AND MS. Y WAS UNHAPPY. THIS MUST BE WHEN MR. X HUNG UP ON SR. PER THE DRIVERS HE CAME OUT OF THE DEN WITH A SHOTGUN. ONE OF THE DRIVERS PUT HIS HAND ON MR. X AND SAID SOMETHING ALONG THE LINES OF OF PLEASE - THIS IS NOT WORTH THIS - WE WILL LEAVE - AND THEY DID LEAVE WITHOUT THE PAPERWORK. I SPOKE WITH TM AT LOSS PREVENTION AND WITH JR/393 AND WITH CF AT CORPORATE CUSTOMER SERVICE. I DO NOT FEEL WE SHOULD GO BACK TO THIS HOUSE AND IF CUSTOMER CHOOSES TO DISPUTE AND WE LOSE, SO BE IT.
I CALLED MR. X. ASKED HIM HOW THE DELIVERY WENT AND HOW HE FELT ABOUT THE TABLE. HE TOLD ME THE TABLE WAS DAMAGED AND THERE WAS DISCUSSION AND THEN IT TURNED INTO A DISASTER. HE TOLD ME HE IS UNHAPPY WITH THE TABLE. I SAID TO HIM THAT WE WOULD NOT BE COMING BACK TO THE HOUSE ANYMORE TO EXCHANGE, REPAIR, OR PICK UP THE TABLE. I SAID ONCE GUNS ARE INVOLVED "WE ARE DONE." HE SAID THEY DON'T LIKE THE TABLE AND IT'S DAMAGED. I SAID I WAS SORRY BUT WE STILL DON'T FEEL WE CAN ENDANGER OUR CONTRACTORS BY RETURNING TO THE HOME. HE SAID "WHAT WAS I SUPPOSED TO DO? THE DRIVERS WERE AGGRESSIVE AND WOULD NOT LEAVE THE HOUSE SO I COULD DISCUSS WITH MY WIFE. I SAID THEY ARE TOLD THEY CANNOT LEAVE WITHOUT CUSTOMER SIGNATURE. HE SAID IT "WAS EITHER GET THE GUN OR CALL THE POLICE." I SAID IT WOULD HAVE BEEN BETTER IF HE HAD CALLED THE POLICE. THAT WHILE I KNEW VOICES WERE RAISED I KNOW THAT NONE OF OUR CONTRACTORS WOULD HAVE BEEN PHYSICALLY ABUSIVE. I TOLD HIM THE DRIVERS INDICATED THEY WOULD NOT PRESS CHARGES. HE SAID AGAIN THEY DON'T LIKE THE TABLE. I SAID I WAS SORRY ABOUT THAT - THAT WE HAVE REFUNDED THE DELIVERY FEE AND CONSIDER THE MATTER CLOSED. HE ASKED WHAT WE SHOULD DO. I SAID I COULD NOT ADVISE HIM. HE SAID HE WOULD HAVE TO PURSUE THE MATTER THROUGH LEGAL MEANS. I SAID THAT WAS FINE WITH US. I HAVE SENT FYI TO JR/393, TM AT LOSS PREVENTION, CF AT CORPORATE CUSTOMER SERVICE, AND KL. - NE, DEPARTMENT MANAGER.
10/23 MS. Y CALLED ME (SHE DOES NOT GO BY MRS. X.) SHE TOLD ME THAT I NEED TO UNDERSTAND WHAT OCCURRED LAST NIGHT. SHE TOLD ME THAT THEY WERE TOLD AT THE LAST MINUTE WHEN THEY WERE ON A PLANE THAT THE DRIVERS WOULD BE THERE BETWEEN 4-5 YESTERDAY. THEY HAD TO RUN FROM THE AIRPORT - MR. X TOOK HER TO WORK AND THEN WENT HOME WHERE HE WAITED FOR THE DRIVERS. THEY DID NOT SHOW SO HE WENT TO PICK UP MS. Y. WHILE THEY WERE ON THEIR WAY HOME THEY GOT A CALL FROM THE DRIVERS WHO IN HER WORDS, WERE IRRITATED THEY HAD TO WAIT. SHE SAID IT TOOK 15 MINUTES TO GET HOME. SO - THEY GOT TO THE HOME - THE DRIVERS CAME IN AND THEY WERE WALKING AROUND THE HOUSE IN ROOMS THEY SHOULD NOT HAVE BEEN IN. HER HUSBAND IS A HUNTER AND HAS ANIMAL HEADS ON THE WALL AND THEY WERE REMARKING ON THOSE. THEY ASKED THEM TO CONFINE THEMSELVES TO THE DELIVERY AND THE DINING ROOM. WHEN SHE DIDN'T LIKE THE TABLE THEY BECAME BELIGERENT. SHE ASKED THEM TO WAIT WHILE HER HUSBAND TALKED TO SR AT BIG MACHINE. SHE SAYS SR PUT MR. X ON HOLD (SR SAYS THIS DID NOT HAPPEN). DURING THIS TIME THE DRIVERS WERE GETTING AGITATED. SHE DESCRIBES THEM AS 100 POUNDS HEAVIER THAN HER AND AS "THUGS." SHE ASKED THEM TO WAIT OUTSIDE. THEY SAID THEY NEEDED TO GET GOING AND "WHERE WAS HER HUSBAND." SHE SAID THEY PUSHED PAST HER DOWN THE HALL. AT THAT POINT SHE TOLD THEM TO LEAVE THEIR HOUSE. SHE SAYS SHE PUT HER HAND ON THE PHONE AND SAID SHE WAS CALLING THE SHERIFF. SHE SAYS THAT HER HUSBAND PUT HIS HAND ON ONE OF THEIR ELBOWS TO ESCORT THEM OFF AND THEY SAID "GET YOUR %&$#( HANDS OFF ME" AND IT WAS AT THAT POINT THAT HE WENT AND GOT HIS GUN. I SAID THAT THE DRIVERS ADMIT THERE WAS ADVERSITY AT THE DELIVERY BUT AGAIN, ONCE GUNS ARE INVOLVED, FOR THE SAFETY OF OUR DRIVERS AND OUR CUSTOMERS WE HAVE TO CALL IT QUITS. SHE SAID THEY DON'T LIKE THE TABLE. SHE THEN SAID "DO YOU UNDERSTAND THAT IN THE STATE OF _____ IF SOMEONE ASKS YOU TO LEAVE YOUR HOUSE AND YOU DON'T THAT IT IS YOUR RIGHT TO SHOOT THEM?" I SAID THAT IT DID NOT MATTER WHERE YOU LIVE - THAT GUNS SHOULD NOT BE INVOLVED AND I WISH SHE HAD CONTACTED THE SHERIFF. SHE ASKED ME AGAIN IF I UNDERSTOOD [HER STATE'S] LAW. I STATED AGAIN THAT FOR EVERYONE'S SAFETY WE WERE "DONE" WITH THIS. SHE THEN TOLD ME THAT EVERYONE HAD BEEN CAVALIER ABOUT THE WHOLE THING AND DIDN'T CARE WHAT HAPPENED AND THAT OUR COMPANY WAS AWFUL. I SAID THAT SHE HAD WORKED WITH MY FINEST SUPERVISORS - THAT THEY WERE ANYTHING BUT CAVALIER AND WE FELT BAD AS WE HAVE ADMITTED THAT THERE WERE PROBLEMS - BUT AGAIN, NOTHING WARRANTED THREATENING THE DRIVERS WITH MURDER AND GUNS. I ALSO TOLD HER THAT HER HUSBAND HAS USED OTHER THREATENING LANGUAGE, INCLUDING STATING THAT HE WAS GOING TO HOLD THE DRIVERS HOSTAGE AND THAT LAST NIGHT AFTER THE DRIVERS LEFT, HE HAD TOLD SR THAT YOU CAN SHOOT PEOPLE IN [THEIR STATE] FOR LESS THAN WHAT HAD HAPPENED LAST NIGHT. I SAID THAT I WOULD REFUND HER FOR THE TABLE - THEY CAN KEEP IT OR DO WITH IT WHATEVER THEY WANT BUT THAT WE ARE DONE. SHE WANTED MY NAME AND MY SUPERVISOR'S NAME. I GAVE HER MY NAME AND THE PHONE NUMBER FOR CORPORATE CUSTOMER SERVICE. I AM REFUNDING HER THE PRODUCT, NOW. PERHAPS A BAD DECISION, BUT I THINK IT BEST IN VIEW OF WHAT ALL HAS OCCURRED. - NE
10/23 MS. Y CAN BE REACHED AT 555.555.5555 OR 555.555.5556. DO NOT CALL HER MRS. X. IT MAKES HER VERY ANGRY. - NE
We wouldn't like her when she's angry.
Constult (v.) To act stupidly together
Of course, we must all start using this right away. How many people are necessary for a constultation? Can it be just two? If so, we have a couple of Big Machine customers who fit the definition like no one I have ever come across.
We got a group email last week from our department head, informing us that if a Mr. X or a Ms. Y call, we are to direct them to our Loss Prevention department, and are not to assist these people in any way. So of course, I had to find out why.
The way Big Machine's internal system is set up, you can enter someone's name in the search box, and if they have placed an order with us, their order number will pop up. Then you take the number and enter it into the system, and can bring up the order that way. Once you're in the order, you can browse through all the pages, the itemized list of their purchases, their billing and shipping address page, the payment page, and, most importantly, the page devoted to notes of the sale. Most of the time the notes are very short. After you book a delivery for a customer, you go into the notes page and highlight pre-made lines about delivery procedure that will then get printed on the receipt. It's pretty dull, routine stuff:
Delivery procedure explained and delivery letter sent
Delivery fees are calculated per trip and are non-refundable
Care brochure sent
Drivers will call 2 days prior to delivery to give a 2-3 hour time frame
Customer responsible for measuring to be sure piece will fit into home
Local delivery scheduled for Friday, October 31
Then there are the things that don't get highlighted, which are things the sales rep enters in herself that may be relevant later if the customer calls back. Most of the time, these are boring, too:
Customer is expecting a baby any day and is worried that she may go into labor on the day she is expecting her furniture. I told her that we understand these things may occur, and can reschedule delivery if this happens.
Customer said she has not measured her doorway and does not know if the sofa will fit. She will measure and call us back. She understands delivery fees are not refundable.
Credit card declined. Customer will call credit card company and call us back. He understands we cannot book delivery unless we process the card first. He would like delivery on 11/4 if it is still available when he calls back.
Because we have these notes in the sale, the sales rep can read them and know what she has to do to take care of the customer, so the customer will not have to re-explain himself every time he calls. Of course, if there is a customer service issue, that has to be entered as well:
Customer called, angry because she was told her time frame was between 3-5. It is now 5:15 and no drivers. Told her I would call dispatch to find out where the driver is and call her right back.
Customer called. Table arrived damaged. Apologized to customer and set up exchange. Filed damage claim with the warehouse.
And sometimes, the customer becomes combative. That has to be recorded as well. Although we are not allowed to enter swear words, we are allowed to allude to them by using the old stand bys of "he told me to go f*** myself" or "he said we were all a bunch of &*$#%!! I told him I did not appreciate foul language and terminated the call."
(FYI, when you have a customer service issue, do not swear at the rep. All that does is give her permission to hang up on you. Then you have to call back and start all over again.)
There is an awful lot of ass-covering that goes on in the notes, such as "customer understands delivery fees are not refundable" and "customer understands we cannot book without payment."
Most of the time everything is fine, but we've all gotten a call back from people whining "she never told me I had to measure my elevator! It's not fair! Why wouldn't the drivers walk up 7 flights of stairs with a sofa! They should account for the fact that things may not fit!" (Actual call)
Because of this, reps get very paranoid, and you see things like "told customer it is her responsibility to measure doorways, hallways, stairways, corners, elevators, any damn thing she can think of!!!!" If, in the event that the customer calls back and claims she wasn't told that, the rep can say, well it says right here that on 10/16 you had a conversation with flea about measuring."
Just remember, in most large corporations, calls are recorded and notes are taken, so try to be as honest as possible. Also bear in mind that the rep you're complaining about probably goes out drinking with the rep you're talking to now, so be as honest and polite as possible.
At Big Machine, we really do try to fix customer service issues and make sure that ultimately, the customer is happy with her purchase. But shit does happen. Sometimes the drivers are late because they had a difficult delivery that took longer than expected. Sometimes there is transit damage and the table gets scratched. Sometimes transit damage happens more than once. The customer doesn't like it, because it is time consuming and frustrating. The reps do not like it, because it is time consuming and frustrating. Because of this, it is best to be patient on both sides. A good thing to ask a rep is "what can we do to resolve this issue as quickly as possible?" If she says "nothing," you can and should ask to speak to a supervisor, who may have more options available that the rep has. If they are not calling with updates as much as you like, it is perfectly acceptable to keep politely calling. The number of times you call will be recorded and can work in your favor as long as you remain polite.
I had a horrible incident when I first started working at Big Machine where a couple received the incorrect umbrella cover six times in a row. It took six months to get them the correct cover, and to do it I had to have the manufacturer custom make the correct cover for them. When the sixth wrong cover was received, I started crying over the phone with the customer in frustration. They finally got their cover, and told me that the experience had been both the worst and the best customer service experience they'd ever had. They were lovely, lovely people. They never once yelled at me, they never raised a big stink, they didn't demand compensation (although I did give them a $150 gift certificate when it was all over.) They were incredibly patient and kind, much more so than I would have been.
But for every lovely couple, there are their evil twins. Enter Mr. X and Ms. Y. After receiving the email telling us to not talk to these people, I found their order and read the sale notes, which I will share with you.
Settle down with a sandwich and a glass of milk, folks. It's a long saga.
Multiply this by thirty, with various levels of drama, and you have my day. Keep this in mind the next time you think that customer service reps just answer the phone and don't have any real work to do.
10/2/08: MR X CALLED AND IS VERY UPSET - HE HAS NOT BEEN CONTACTED BY [THE OUTSOURCED DELIVERY COMPANY] AND TOMORROW IS THE LAST DAY OF HIS 3 WEEK TIMEFRAME - ADVISED I WOULD SEND AN URGENT EMAIL TO OUR CONTACTS TO FIND OUT WHERE THE ORDER IS - WE WILL CALL HIM ONCE WE CAN DETERMINE WHAT HAS HAPPENED. HE WILL WANT TO BE COMPENSATED FOR US NOT FULFILLING OUR "CONTRACT" WITH HIM - WILL COPY SUPERVISORS TO HAVE SOMEONE CALL HIM IN THE MORNING IF WE GET AN ANSWER RIGHT AWAY. - RB
10/3/08: CUSTOMER CALLED BACK AND GOT AB - CALLED HIM BACK TO APOLOGIZE THAT I STILL DID NOT HAVE ANY INFO BUT THAT MY CONTACT IS IN THE OFFICE ON SATURDAY AND I WILL SPEAK WITH HER IN THE MORNING TO SEE IF WE GOT AN ANSWER - HE IS REALLY NOT HAPPY!!!!!! - RB
10/4/08: SUBMITTED CLAIM WITH DELIVERY COMPANY FOR BEING OUT OF TIMEFRAME - KA/191
10/4/08: TALKED TO KA/191 THIS MORNING AND SHE CAN SEE THAT THE MERCHANDISE HAS REACHED [CUSTOMER'S HOMESTATE] BUT THERE ARE NO UPDATES AFTER THAT - SHE HAS SENT 3 EMAILS AND CALLED TO FIND OUT WHY THE CUSTOMER HASN'T BEEN CALLED AND IS NOT GETTING AN ANSWER FROM THE CARRIER, SHE WILL KEEP TRYING TO FIND OUT WHAT IS GOING ON. - RB
10/4/08 - THE MERCHANDISE NEVER MADE IT ON THE TRUCK FROM [THE OUTSOURCED DELIVERY COMPANY'S] HUB IN AURORA TO THEIR AGENT IN [THE CUSTOMER'S HOMESTATE]. THE MERCHANDISE WAS FOUND IN AURORA AND IS BEING SENT TO THE AGENT TODAY. THIS WILL ARRIVE 10/8 AND THE CUSTOMER WILL BE CALLED 10/9 FOR A DELIVERY THE FOLLOWING WEEK. CALLED AND TALKED TO MR X, LET HIM KNOW THEY WILL CALL TO SCHEDULE DELIVERY 10/9. PER THE CUSTOMER, HE WILL "HOLD THE TRUCK HOSTAGE" UNTIL HE GETS COMPENSATION. PER THE CUSTOMER WE HAVE TRIED TO BLAME THE TRUCKING COMPANY AND HAVE NOT TRIED TO TAKE RESPONSIBILITY FOR THE PROBLEM. I TOLD HIM WE DO UNDERSTAND THAT WE HAVE CAUSED HIM A DISSERVICE, BUT I DIDN'T WANT THIS TO GET INTO AN ADVERSARIAL SITUATION WHERE HE WAS HOLDING A TRUCK FOR COMPENSATION. CUSTOMER REALLY WOULD NOT LISTEN SO I DID SAY WE WOULD CALL HIM ON 10/9 AND THEN THE DAY OF DELIVERY. - KL
10/10 - CUSTOMER HAS BEEN CONTACTED AND WILL BE DELIVERED NEXT WEEK. PER THE AGENT THE CUSTOMER WAS QUITE PLEASANT. - BR/191
10/15 - MR X CALLED THIS EVENING. HE RECEIVED A CALL FROM [THE OUTSOURCED DELIVERY COMPANY] YESTERDAY TELLING HIM THAT HE WOULD NOT RECEIVE HIS DELIVERY THIS WEEK BECAUSE THEY DID NOT HAVE ENOUGH DELIVERIES IN THE AREA TO MAKE A DELIVERY TO HIM. MAYBE THEY WOULD BE OUT NEXT WEEK. HE WAS NOT HAPPY WITH THIS CONSIDERING HE HAS BEEN WAITING FOR HIS DELIVERY FOR THE LAST 2 WEEKS. AGAIN HE SAID THAT HE WOULD BE HOLDING THE TRUCK HOSTAGE UNTIL HE RECEIVED COMPENSATION. I ASSURED HIM THAT HE WOULD RECEIVE COMPENSATION AND THAT BIG MACHINE FOLLOWS UP AND HE WILL BE COMPENSATED ONCE DELIVERY IS COMPLETE. HE DOESNT TRUST US AT THIS POINT. I APOLOGIZED TO HIM FOR THE INCONVENIENCE. HE IS NOT ANGRY WITH ME, BUT IS VERY FRUSTRATED WITH THE WHOLE SITUATION. HE ASKED FOR CORPORATE CUSTOMER SERVICE'S PHONE NUMBER WHICH I GAVE HIM. HE WAS GOING TO HAVE HIS DAUGHTER REGISTER WITH US, BUT HE ISN'T SO SURE ANYMORE. I TOLD HIM THAT A MANAGER WILL CONTACT HIM TOMORROW TO DISCUSS THE SITUATION. I WILL EMAIL KA/191 AND BR/191 ABOUT THIS SITUATION - CG
10/15 - HELLO ALL, I AM QUITE CONFUSED ABOUT THIS. THE DELIVERY COMPANY HAS ALREADY SCHEDULED A DATE WITH THIS CUSTOMER THAT IS COORDINATED WITH THE CUSTOMER BEING BACK IN TOWN. SEE BELOW SCHEDULED FOR 10/22 BECAUSE THE CUSTOMER SAID THEY WERE OUT OF TOWN FROM NOW UNTIL 10/21. - NR/ACCOUNT SPECIALIST
10/15 - I SPOKE WITH CUSTOMER AND OFFERED TO REFUND HIS DELIVERY FEE OF $279. HE SAID THAT WAS NOT ENOUGH. I ASKED WHAT HE FEELS IS THE APPROPRIATE COMPENSATION. HE WOULD NOT SAY. HE WILL CALL US WHEN HE TAKES DELIVERY FOR ADDITIONAL COMPENSATION. I TOLD HIM I FELT THE $279 REFUND WAS APPROPRIATE COMPENSATION BUT HE WOULD SPEAK WITH THE DEPARTMENT ASSISTANT MANAGER ON SATURDAY. - SR
10/16 - EMAILED BR/191 TO CONFIRM WHY THERE WAS NO DELIVERY THIS WEEK. TRUCKING COMPANY CLAIMS CUSTOMER SAYS HE WOULD BE OUT OF TOWN BUT CUSTOMER CLAIMS IT WAS DUE TO NO OTHER DELIVERIES IN THE AREA.
10/22 - PER BR/191, DELIVERY TODAY BETWEEN 4-5. - GS
10/22 - CUSTOMER CALLED VERY IRATE. HE WAS TOLD BY THE DELIVERY COMPANY THAT HE WAS TO BE HOME BY 4 FOR DELIVERY AND HE HAS BEEN WAITING. I TOLD HIM IT SHOWS THAT YOUR DELIVERY IS BETWEEN 4-5 AND IT IS JUST NOW 4PM. HE SAID I WILL WAIT AND HOLD THE DRIVERS HOSTAGE UNTIL THIS IS SETTLED. I SAID I AM VERY SORRY - GS
10/22 - SPOKE TO BR/191 TO BE PREPARED IN CASE ALL H*** BREAKS LOOSE. - GS
10/22 - SPOKE TO MR. X. IT IS 5:38 DELIVERY HAS NOT OCCURRED. CUSTOMER IS VERY UPSET. HE WANTED DELIVERY RE-SCHEDULED FOR TOMORROW BETWEEN 1-5. BUT WANTED A CALL AT WORK ONCE TRUCK GOT THERE AND FOR THE TRUCK TO WAIT FOR HIM TO GET HOME. IF CUSTOMER WAS IN A MEETING , THEY WERE TO WAIT UNTIL MEETING WAS FINISHED BEFORE HE CAME BACK HOME. I DID TELL HIM WE COULD TALK TO CARRIER, BUT DID NOT THINK TO ASKED THEM TO WAIT UNTIL HIS MEETING WAS FINISHED WOULD BE POSSIBLE. DISCUSSED A POSSIBLE HOUR OR 1/2 HOUR CALL AHEAD AND CUSTOMER SAID NO, HE DID NOT WANT THEM TO CALL TILL THEY WERE AT HIS HOUSE. CUSTOMER SAID HE JUST CAME FROM VERY INTENSIVE BUSINESS TRIP AND HAD MEETINGS PLANNED TOMORROW WITH BANKER, VENDORS AND CUSTOMERS TO CEMENT A 16 MILLION DOLLAR DEAL. I DID ASK IF PERHAPS THERE WOULD BE ANOTHER DAY WHEN HE WAS A LITTLE MORE OPEN, HE SAID NO. ENDED THE CALL SAYING WE WOULD HAVE SOMEONE CALL HIM TOMORROW WITH ANY OPTIONS AVAILABLE. FYI, CUSTOMER IS LEAVING HIS HOUSE IN 5 MINUTES. - KL
10/22 - CUSTOMER CALLED AT 7:30, DRIVERS ARE MAKING DELIVERY. THERE IS DAMAGE TO THE TABLE, SEVERAL DENTS ON THE EDGE AND THE TOP IS SCRATCHED. WANTS EXCHANGE. ALSO WANTED DELIVERY FEE REFUNDED TODAY WHICH I DID. WHILE WE WERE STILL TALKING, THERE WAS SOME COMMOTION AND HE HUNG UP, I WILL TRY CALLING HIM BACK IN A FEW MINUTES - SR
10/22 - I CALLED CUSTOMER, WHILE HE WAS SPEAKING WITH ME, THE DRIVERS WANTED TO LEAVE BUT NEEDED THE PAPERWORK SIGNED. THEY ARE NOT ALLOWED TO LEAVE THE MERCHANDISE IN THE HOME WITHOUT GETTING THE CUSTOMER'S SIGNATURE STATING THAT DELIVERY HAD OCCURRED AND THE MERCHANDISE WAS IN THE HOME. THE WIFE ASKED THEM TO WAIT IN THE DINING ROOM UNTIL MR. X WAS DONE SPEAKING WITH ME IN THE DEN. THEY WERE VERY IMPATIENT AND DID NOT WANT TO WAIT, THEY ARGUED WITH THE WIFE. THAT'S WHEN THE CUSTOMER HUNG UP ON ME. HE ORDERED THEM OUT OF THE HOUSE, HE SAID THEY THREATENED HIS WIFE. THEY SAID THEY COULD NOT LEAVE WITHOUT THE SIGNED PAPERWORK. THE CUSTOMER PULLED OUT A SHOTGUN AND ESCORTED THEM OUT OF THE HOUSE. HE SAID THAT HE PUT HIS HAND ON THE SHOULDER OF ONE OF THE DRIVERS TO LEAD THEM OUT. HE FELT VERY THREATENED AND INTIMIDATED BY THE YOUTH AND SIZE OF THE DRIVERS. HE SAID HE DID NOT HAVE TO PUT UP WITH THE WAY THEY WERE SPEAKING TO HIM AND HIS WIFE. HE WANTS TO SPEAK WITH SOMEONE "HIGHER UP" THAN ME. I TOLD HIM MY MANAGER WOULD BE IN THE OFFICE TOMORROW MORNING AND HAVE HER CALL HIM THEN. - SR
10/23 - I SPOKE WITH BR/191 TO UPDATE HIM ON THE SITUATION. I FORGOT TO ADD LAST NIGHT THAT THE CUSTOMER SAID SOMETHING ALONG THE LINES OF "IN THESE PARTS, PEOPLE GET SHOT FOR LESS" - THIS IN REFERRING TO THE WAY THE DRIVERS SPOKE TO HIS WIFE. - SR
10/23 - JR/393 SPOKE WITH THE DRIVERS. THE DRIVERS' VERSION IS THAT THEY ARRIVED AT 6 AND WAITED FOR 45 MINUTES FOR CUSTOMER TO ARRIVE HOME (VERIFY WITH GPS IN TRUCK) THEY TOOK THE TABLE INTO THE HOUSE AND STARTED TO SET IT UP. MS. Y TOLD THEM TO STOP AND WAS VERY AGITATED AS SHE FELT THE TABLE WAS DENTED AND SCRATCHED. THE DRIVERS TOLD HER THEY HAD JUST TAKEN THE TABLE OUT OF THE BOX AND WOULD SHE PLEASE LET THEM SET IT UP. DURING THIS TIME MR. X WAS IN THE OTHER ROOM TALKING TO SR. THE DRIVERS ADMIT THAT VOICES WERE RAISED - THEY WANTED THEIR PAPERWORK SO THEY COULD LEAVE AND MS. Y WAS UNHAPPY. THIS MUST BE WHEN MR. X HUNG UP ON SR. PER THE DRIVERS HE CAME OUT OF THE DEN WITH A SHOTGUN. ONE OF THE DRIVERS PUT HIS HAND ON MR. X AND SAID SOMETHING ALONG THE LINES OF OF PLEASE - THIS IS NOT WORTH THIS - WE WILL LEAVE - AND THEY DID LEAVE WITHOUT THE PAPERWORK. I SPOKE WITH TM AT LOSS PREVENTION AND WITH JR/393 AND WITH CF AT CORPORATE CUSTOMER SERVICE. I DO NOT FEEL WE SHOULD GO BACK TO THIS HOUSE AND IF CUSTOMER CHOOSES TO DISPUTE AND WE LOSE, SO BE IT.
I CALLED MR. X. ASKED HIM HOW THE DELIVERY WENT AND HOW HE FELT ABOUT THE TABLE. HE TOLD ME THE TABLE WAS DAMAGED AND THERE WAS DISCUSSION AND THEN IT TURNED INTO A DISASTER. HE TOLD ME HE IS UNHAPPY WITH THE TABLE. I SAID TO HIM THAT WE WOULD NOT BE COMING BACK TO THE HOUSE ANYMORE TO EXCHANGE, REPAIR, OR PICK UP THE TABLE. I SAID ONCE GUNS ARE INVOLVED "WE ARE DONE." HE SAID THEY DON'T LIKE THE TABLE AND IT'S DAMAGED. I SAID I WAS SORRY BUT WE STILL DON'T FEEL WE CAN ENDANGER OUR CONTRACTORS BY RETURNING TO THE HOME. HE SAID "WHAT WAS I SUPPOSED TO DO? THE DRIVERS WERE AGGRESSIVE AND WOULD NOT LEAVE THE HOUSE SO I COULD DISCUSS WITH MY WIFE. I SAID THEY ARE TOLD THEY CANNOT LEAVE WITHOUT CUSTOMER SIGNATURE. HE SAID IT "WAS EITHER GET THE GUN OR CALL THE POLICE." I SAID IT WOULD HAVE BEEN BETTER IF HE HAD CALLED THE POLICE. THAT WHILE I KNEW VOICES WERE RAISED I KNOW THAT NONE OF OUR CONTRACTORS WOULD HAVE BEEN PHYSICALLY ABUSIVE. I TOLD HIM THE DRIVERS INDICATED THEY WOULD NOT PRESS CHARGES. HE SAID AGAIN THEY DON'T LIKE THE TABLE. I SAID I WAS SORRY ABOUT THAT - THAT WE HAVE REFUNDED THE DELIVERY FEE AND CONSIDER THE MATTER CLOSED. HE ASKED WHAT WE SHOULD DO. I SAID I COULD NOT ADVISE HIM. HE SAID HE WOULD HAVE TO PURSUE THE MATTER THROUGH LEGAL MEANS. I SAID THAT WAS FINE WITH US. I HAVE SENT FYI TO JR/393, TM AT LOSS PREVENTION, CF AT CORPORATE CUSTOMER SERVICE, AND KL. - NE, DEPARTMENT MANAGER.
10/23 MS. Y CALLED ME (SHE DOES NOT GO BY MRS. X.) SHE TOLD ME THAT I NEED TO UNDERSTAND WHAT OCCURRED LAST NIGHT. SHE TOLD ME THAT THEY WERE TOLD AT THE LAST MINUTE WHEN THEY WERE ON A PLANE THAT THE DRIVERS WOULD BE THERE BETWEEN 4-5 YESTERDAY. THEY HAD TO RUN FROM THE AIRPORT - MR. X TOOK HER TO WORK AND THEN WENT HOME WHERE HE WAITED FOR THE DRIVERS. THEY DID NOT SHOW SO HE WENT TO PICK UP MS. Y. WHILE THEY WERE ON THEIR WAY HOME THEY GOT A CALL FROM THE DRIVERS WHO IN HER WORDS, WERE IRRITATED THEY HAD TO WAIT. SHE SAID IT TOOK 15 MINUTES TO GET HOME. SO - THEY GOT TO THE HOME - THE DRIVERS CAME IN AND THEY WERE WALKING AROUND THE HOUSE IN ROOMS THEY SHOULD NOT HAVE BEEN IN. HER HUSBAND IS A HUNTER AND HAS ANIMAL HEADS ON THE WALL AND THEY WERE REMARKING ON THOSE. THEY ASKED THEM TO CONFINE THEMSELVES TO THE DELIVERY AND THE DINING ROOM. WHEN SHE DIDN'T LIKE THE TABLE THEY BECAME BELIGERENT. SHE ASKED THEM TO WAIT WHILE HER HUSBAND TALKED TO SR AT BIG MACHINE. SHE SAYS SR PUT MR. X ON HOLD (SR SAYS THIS DID NOT HAPPEN). DURING THIS TIME THE DRIVERS WERE GETTING AGITATED. SHE DESCRIBES THEM AS 100 POUNDS HEAVIER THAN HER AND AS "THUGS." SHE ASKED THEM TO WAIT OUTSIDE. THEY SAID THEY NEEDED TO GET GOING AND "WHERE WAS HER HUSBAND." SHE SAID THEY PUSHED PAST HER DOWN THE HALL. AT THAT POINT SHE TOLD THEM TO LEAVE THEIR HOUSE. SHE SAYS SHE PUT HER HAND ON THE PHONE AND SAID SHE WAS CALLING THE SHERIFF. SHE SAYS THAT HER HUSBAND PUT HIS HAND ON ONE OF THEIR ELBOWS TO ESCORT THEM OFF AND THEY SAID "GET YOUR %&$#( HANDS OFF ME" AND IT WAS AT THAT POINT THAT HE WENT AND GOT HIS GUN. I SAID THAT THE DRIVERS ADMIT THERE WAS ADVERSITY AT THE DELIVERY BUT AGAIN, ONCE GUNS ARE INVOLVED, FOR THE SAFETY OF OUR DRIVERS AND OUR CUSTOMERS WE HAVE TO CALL IT QUITS. SHE SAID THEY DON'T LIKE THE TABLE. SHE THEN SAID "DO YOU UNDERSTAND THAT IN THE STATE OF _____ IF SOMEONE ASKS YOU TO LEAVE YOUR HOUSE AND YOU DON'T THAT IT IS YOUR RIGHT TO SHOOT THEM?" I SAID THAT IT DID NOT MATTER WHERE YOU LIVE - THAT GUNS SHOULD NOT BE INVOLVED AND I WISH SHE HAD CONTACTED THE SHERIFF. SHE ASKED ME AGAIN IF I UNDERSTOOD [HER STATE'S] LAW. I STATED AGAIN THAT FOR EVERYONE'S SAFETY WE WERE "DONE" WITH THIS. SHE THEN TOLD ME THAT EVERYONE HAD BEEN CAVALIER ABOUT THE WHOLE THING AND DIDN'T CARE WHAT HAPPENED AND THAT OUR COMPANY WAS AWFUL. I SAID THAT SHE HAD WORKED WITH MY FINEST SUPERVISORS - THAT THEY WERE ANYTHING BUT CAVALIER AND WE FELT BAD AS WE HAVE ADMITTED THAT THERE WERE PROBLEMS - BUT AGAIN, NOTHING WARRANTED THREATENING THE DRIVERS WITH MURDER AND GUNS. I ALSO TOLD HER THAT HER HUSBAND HAS USED OTHER THREATENING LANGUAGE, INCLUDING STATING THAT HE WAS GOING TO HOLD THE DRIVERS HOSTAGE AND THAT LAST NIGHT AFTER THE DRIVERS LEFT, HE HAD TOLD SR THAT YOU CAN SHOOT PEOPLE IN [THEIR STATE] FOR LESS THAN WHAT HAD HAPPENED LAST NIGHT. I SAID THAT I WOULD REFUND HER FOR THE TABLE - THEY CAN KEEP IT OR DO WITH IT WHATEVER THEY WANT BUT THAT WE ARE DONE. SHE WANTED MY NAME AND MY SUPERVISOR'S NAME. I GAVE HER MY NAME AND THE PHONE NUMBER FOR CORPORATE CUSTOMER SERVICE. I AM REFUNDING HER THE PRODUCT, NOW. PERHAPS A BAD DECISION, BUT I THINK IT BEST IN VIEW OF WHAT ALL HAS OCCURRED. - NE
10/23 MS. Y CAN BE REACHED AT 555.555.5555 OR 555.555.5556. DO NOT CALL HER MRS. X. IT MAKES HER VERY ANGRY. - NE
We wouldn't like her when she's angry.
posted by flea at 10/30/2008 12:38:00 PM
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