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For A Few Dollars More, Part 6

, , , , , | Right | CREDIT: HenriquesDumbCousin | March 14, 2021

I work for a car rental company as a specialist. Basically, when a customer demands a supervisor, I take the call.

Before transferring me to the customer, the agent who received the call explains to me the situation: the customer wants to make a one-day reservation for both pickup and dropoff at the airport.

When booking a reservation, you have two options: pay at the counter or pay in advance. If you pay in advance, you get a better rate. The customer is requesting a supervisor because she wants to pay at the counter but get the prepaid rate.

Customer: “They told me that if I pay in advance the rate will be $38 and if I pay at the counter it’ll be $41, but I never pay in advance. Can you do something about it?”

Me: “I do apologize for the inconvenience, ma’am, but it’s not possible to give you the prepay rate if you don’t pay in advance.”

Customer: “Don’t you have a discount or a coupon?”

Me: “No, ma’am, I don’t have any coupons available and I don’t see any specials right now.”

Customer: “What’s the base rate you have?”

Me: “$23.99.”

Customer: “Why is that? I’m on your website and it shows $22.”

Me: “It is possible that the website has its own special right now. I know it’s weird, but even though we’re the same company, sometimes the website has better rates than my department.”

Customer: “What about that wholesale food company? I have a membership. Don’t you guys offer a discount for that?”

Oh, God… she’s a member of [Company]. I’ve had some really bad experiences with them.

Me: “Yes, we do have a partnership with them.”

Customer: “How can I apply the discount? I don’t see any options on the website.”

Me: “I’d strongly recommend you go to their website.”

Customer: “Why would I need to do that? Why can’t I do it on your website?”

Guessing that I won’t get rid of her anytime soon, I figure I might as well just make her a reservation and move on, even though I am technically not meant to bypass the partnership stage like this.

Me: “That’s okay. I’ll add the discount myself. Can you please provide me your membership number?”

She provides me her membership number.

Me: “Very well. With unlimited miles, taxes and fees included, and your discount, it will be $38.”

Customer: “Pay at the counter?”

Me: “Pay at the counter.”

I’ll admit, that feels wholesome. I ask her for basic information like her email and phone number, we even laugh at one point, and then…

Customer: “And this is for a Ford Fusion car, right?”

God d*** it.

Me: “No, ma’am, this is for an intermediate-size vehicle like a Corolla or Chevy Cruze.”

Customer: “What? No, I told the agent that I wanted a full-size car like a Ford Fusion.”

I check to see the rate for a full-size car, and much to my dismay…

Me: “A full-size vehicle would be $42.”

Customer: “Don’t you have, like, an upgrade coupon?”

I check, but I can’t find an upgrade coupon – not that it would help; if I attached that type of coupon, she would get a standard-size vehicle anyway, not a full-size.

Me: “I’m truly sorry, ma’am, but this is the best rate I can offer. Should I proceed with the reservation?”

Customer: “Pffft… No. So you’re willing to lose a customer just for three dollars?”

Me: “I can’t go any lower, sorry.”

Customer: “Guess I’ll have to go with another company; I won’t rent from you guys anymore.”

Me: “So be it. I am sorry to hear that.”

Customer: “Wait… did you just say, ‘So be it.’?”

Me: “Yes, ma’am.”

Customer: “Tcht, such great customer service you have.”

I can hear her talking to someone in the background:

Customer: “Can you believe this? He just told me, ‘So be it.'”

Click.

Nearly ten minutes trying to assist her just for her to tell me, “Are you willing to lose a customer just for three dollars?” Don’t like the rate? Feel free to shop around. Such a novel concept.

Related:
For A Few Dollars More, Part 5
For A Few Dollars More, Part 4
For A Few Dollars More, Part 3
For A Few Dollars More, Part 2
For A Few Dollars More