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Delivering Facts

, , , , , | Right | December 16, 2019

(I’m working at a pizza place and I answer the phone.)

Customer: “Yeah, I had a question about my pizza… Where is it?”

Me: “The driver left the store about five or ten minutes ago, so it’s on its way.”

Customer: “Okay, thanks.”

(She calls back ten minutes later.)

Customer: “I’ve been waiting a really long time for my pizza. If it’s cold, I’m going to be calling to complain.”

Me: “As I told you when you ordered, our estimated delivery time is 45 to 55 minutes.”

Customer: “So, it’s going to be cold.”

Me: “No, in our experience we find that pizzas delivered within that range are not delivered cold. If you find your experience to be different, you’re more than welcome to call and complain.”

Customer: “Okay, thanks.”

(About ten minutes later, she calls again; I ask my coworker to take the call. After a few minutes, he tells me she wants a free pizza, and I tell him she can’t have one. He puts her on hold and hands me the phone.)

Me: “Thank you for holding. How can I help you?”

Customer: “Yeah, I ordered an hour and eighteen minutes ago and just now am I receiving my pizza.”

Me: “It says here that you ordered 49 minutes ago.”

Customer: “I called in the order.”

Me: “Yes, I have your order details on the screen here and it says that you ordered 49 minutes ago. When you called I told you it would take 45 to 55 minutes, so… yeah.”

Customer: “…”

Me: “The pizza arrived within the estimated delivery time.”

Customer: “Oh. Okay. Thank you.”

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