Beware House

, , , , | Right | February 26, 2021

I am in the call center for an industrial supply company. The office is physically attached to the very, very large warehouse, but office workers are not trained in filling orders or other warehouse operations. Despite the fact that we’re a relatively large company, some customers are under the impression that our facility and operations are significantly smaller.

Caller: “Hi, your website says that [item] is in stock. Can you check for me?”

Me: *Checks our database* “Yes, I’m showing that these are in stock.”

Caller: “No, you didn’t check. I mean, can you physically check your shelves? I can wait.”

Me: “No, I’m sorry, sir, but I can’t do that.”

Caller: “I’m a paying customer looking to spend good money here, and I’m willing to wait for you to take a look. Can you please do your job and check your shelves?”

Me: “Sir, I am doing my job. Our warehouse is over a half-million square feet in size. I am employed in the office. It would take me at least ten minutes just to get to the warehouse. Even if I was trained in how to navigate our inventory system and was willing to dodge the forklifts and other heavy machinery that a half-million-square-foot facility entails, it would not be conducive to your time or mine to have you wait while I physically check the shelf for something I’ve already told you is in stock. Now, our system occasionally makes mistakes, but that’s not often, and if this happens to be one of those rare instances, we will certainly make it up to you. Now, how would you like to proceed?”

There’s a pause.

Caller: “So, you said it’s in stock? Will I see it tomorrow?”

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