A Flood Of Complaints

, , , , , | Right | January 30, 2020

(I work for a company that does the kitchen installs for a large chain big box store. My city is currently experiencing catastrophic flooding and is in a declared State of Emergency. It is first thing Friday morning, and I’ve been asked to contact our customers to cancel all appointments for the next few days. I leave a message for this particular customer and receive the following call back:)

Me: “Good morning, [Company Name], this is [My Name] speaking.”

Customer: “I received a message about my install? Something about canceling?”

Me: “Yes, because of the state of emergency and the road closures, we are currently canceling all appointments. I will be contacting you on Monday to reschedule.”

Customer: “No, I cannot wait! I’ve waited too long for my kitchen already; you have to send someone!”

Me: “Ma’am, the installer scheduled for today has been evacuated from his home due to the flooding. He has to take care of his family now. Due to the road closures and current driving conditions, it is unsafe for any of my installers to be on the road, so all appointments are being cancelled.”

Customer: “Then I want my install Monday! This is terrible. You can’t keep me waiting!”

Me: “Ma’am, I have no way of predicting whether or not the situation will improve over the weekend, and I can’t guarantee a Monday appointment. I will contact you Monday to reschedule.”

Customer: “Fine, then! I will be calling [Store] to complain! You’re terrible! I can’t wait another week for my install! I’m going to demand a discount for this!”

Me: “You do whatever you feel you have to, ma’am.”

Customer: *click*

(It’s worth noting that at the time this conversation took place, nearly every major roadway in my city had closures, our entire downtown core was flooded out, and about 100,000 people had been evacuated from their homes!)

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