Death Swooped In And Stole Her Voice
(I am taking an order over the phone for a client who is sending a sympathy bouquet to a funeral service. The conversation is casual; she doesn’t seem emotional over the death, so I assume it’s for a business relationship or distant relative. The order goes smoothly until I ask her about the card message.)
Me: “And what would you like the enclosure card to read?”
Client: *hesitates* “Um…”
(As that is a common response for clients unsure of what they want to say, I try to help by giving suggestions.)
Me: “‘With Deepest Sympathy,’ ‘In Loving Memory,’ ‘Thoughts and Prayers are With You’?”
Client: *pause* “What should I say?”
Me: “Most people go with something along the lines of ‘With Deepest Sympathy,’ ‘In Loving Memory,’ or ‘Thoughts and Prayers are With You.'”
Client: “Yeah, that’ll work.”
Me: “Did you have a preference?”
Client: “For what?”
Me: “Most people generally choose just one.”
Client: *no response*
Me: “Which would you prefer? ‘With Deepest Sympathy’? ‘In Loving Memory’? Or ‘Thoughts and Prayers are With You’?”
Client: “Oh! ‘Deepest Sympathy’ will work.”
Question of the Week
Have you ever served a bad customer who got what they deserved?