Unfiltered Story #191497

, , | Unfiltered | May 16, 2020

(The office where I work is hosting a rather large event today which has resulted in far greater volume than we were prepared for. As a result, every chair in our fair-sized office is filled, there are even more people standing in the office, and a line going out the door. Every person working in the office is all-hands on deck, including those who usually have nothing to do with our events. Even so, some people end up waiting an hour or more to be seen. I am at the front desk when I am approached by someone.)

Customer: Excuse me.

Me: Yes, how can I help you?

Customer: *holds up envelope filled with paperwork* I’m bringing this in. Can someone help me?

(I immediately recognize this paperwork as a job that we usually only perform on certain days, by appointment, since helping a single person can take twenty minutes or more.)

Me: Oh, I’m so sorry. We’re actually not processing that paperwork today. As you can see, we’re in the middle of a rather large event now. *indicating the room full of people* However, I’d be happy to reschedule you to come in tomorrow, if you’re available?

Customer: I’m supposed to be here today. Can’t you help me now? *shows me a piece of paper with today’s date on it*

Me: Oh, I see. Well, let me just check. *I get his information and check our records, to see that he actually had an appointment a week ago, which he did not attend, nor reschedule* Oh, I’m so sorry. It looks like you were supposed to be in last week. I’m sorry that the date on that slip was mistaken, but we tried to call to reschedule when you missed your appointment. The earliest we could take care of this is tomorrow.

Customer: Well, I don’t know if I can come back tomorrow! Isn’t there anyone else I can talk to?

Me: *annoyed, because literally everyone else is busy helping with the scores of waiting people* Let me see what I can do…

(I manage to catch my supervisor, explain to her the situation, and she agrees with me, but talks to him anyway.)

Supervisor: As [My Name] said, we aren’t able to take your paperwork today since we are in the middle of a large event and there is no one available to help you right now. However, you can come in tomorrow and we can help you, then.

Me: You can even keep the same appointment time for tomorrow, and we’ll be able to take care of you, since we will have the staff available at that time.

Customer: But I was supposed to be here today. Why can’t you help me today? I may not be able to come back tomorrow.

Supervisor: I’m very sorry that you were given the wrong date, but we did try to contact anyone to reschedule them, because of our event today.

Customer: Well… I have to call my mom to see if we can come back tomorrow.

Supervisor. Alright. [My Name] will be able to help reschedule you. Again, I’m sorry about the misunderstanding.

(My supervisor leaves me to help the people who have been waiting, and while the customer makes his call, I try to help where I can, but always keeping an eye so I can return to him as soon as he gets off the phone. Once he hangs up…)

Me: Alright, so are you able to come back tomorrow?

Customer: Yeah, I guess.

Me: Great. Like I said, you can even keep the same appointment time, so just come back here again tomorrow, just like you did today, and we’ll be able to help you with that.

Customer: Great. But, you know… could you, like… make sure this doesn’t happen again?

Me: Uh… right. Well, like I said, we do have appointments tomorrow and I’ll book you into one right now, so you’ll be all set.

Customer: Great. Bye.

(I guess it was too much inconvenience for him to realize that he couldn’t be seen immediately when at least twenty people have been waiting an hour in front of him!)