Today I took a rather strange phone call at work:
Customer: “Hi there, we have a lorry 5k from your petrol station, but he doesn’t have his fuel card with him. Would it be possible to take payment over the phone?”
Me: “I’m afraid not. If I accepted phone payment I could lose my job” (this being completely true)
Customer: “Ok, thanks anyway” *Customer hangs up*
Ten minutes later a white lorry arrives on my forecourt. The driver comes in, and queues politely
Me: “Hi mate, what can I get you?”
Customer: “Hi, I’m about to fill up with fuel, and my boss is going to pay over the phone, is that ok?”
Me: “No. Without a physical card here, we can’t authorise a payment”
Customer: “I want to speak to the manager.”
I get my manager, and he says exactly the same. Looking dejected the driver leaves the building, drives his vehicle to the pump and proceeds to try to fill his lorry. As he has been told no twice now, I ignore the alert to activate his pump. A minute or so later he takes the hint and moves… to a different pump, thinking I wouldn’t notice a 30 ton truck had moved. We repeat the same process of my ignoring his pump. He gets back in his vehicle and makes a phone call. A few minutes later our phone rings.
Me: “Hello can I help?”
Customer: “Hi, I’m calling to ask why you’re refusing to let our driver fuel?”
Me: “Because I’m not losing my job because your company is unable to keep track of where it’s damn cards are. Good day.”
It wasn’t just the same company, but the same person who phoned half an hour previous and was told no. So nice to know we in the retail business get listened to.