The Gift That Keeps On Demanding

, , , , | Right | April 13, 2018

(After I’ve gotten the caller’s information, she asks the following.)

Caller: “I placed a $60 order earlier today, and I wanted to add one of your free gifts to it.”

Me: “Okay. What is the coupon code for your free gift?”

Caller: “Oh, I don’t have a coupon; I wanted you to just add a free gift.”

Me: “I will check and see if we have any that you qualify for.”

(I go to the coupon page on our website to see if there are any that her order qualifies for. As I’m checking that, she continues.)

Caller: “The last time I ordered, she added two free gifts to my order for me.”

(Her last order was for over $200, so it’s quite likely that she did qualify for two free gift coupons.)

Me: “I apologize; the lowest coupon amount that we have on our website is $99, and your order is only $58. If there are any more items you need to order, we can add them on to bring up your order total.”

Caller: “Don’t you have another coupon that you can add for me? Or just send out a free gift as a gesture of good will because we’re such good customers?”

(Her company averages about $300 a year in purchases. Our “good customers” spend $10,000+ per year.)

Me: “I apologize; I do not have any coupons outside of the ones available on our website. And I am not able to add a free gift to an order that doesn’t qualify for any of our free gift coupons.”

Caller: “I guess I need to talk to a supervisor, then, because you should just send us a free gift in appreciation for being such good customers.”

(I transfer her to one of our supervisors. About ten minutes later, that supervisor gets my attention.)

Supervisor #1: “She told me we should send her a free gift as a good will gesture because they’re such good customers. I told her we couldn’t do that, and she asked to talk to someone else, so I transferred her to [Supervisor #2]. [Supervisor #2] transferred her to [Supervisor #3], who ended up sending her information up to the president’s office. If they give it to her, all three of us will be lodging a complaint with [Manager].”

(Since I have the customer’s information in my call log, I look up her account a couple of hours later.)

Me: “Hey, [Supervisor #1]. They gave it to her.”

Supervisor #1: “I know. I also reported to [Manager] and am typing up a report right now.”

(The free gift was noted on her account as a “one time accommodation,” but we all know she’s going to ask for one again next time, under the “they did it for me last time” rule.)

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