Hatefully Apologetic

, , , , | Right | November 2, 2018

(It’s near the end of the night when we close photo lab, but our main printer has been down for the day. A tech came in to look at it and it may be a motherboard issue. Which can’t be repaired until tomorrow when he will have parts for it. To top it off, our backup printer ran out of paper because we had so many large photo orders — we had 3 rolls of paper, since it’s an “in case of emergency” printer, and that’s only 300 pictures a roll. So, we had to close the lab. My coworker is in the middle of calling customers to inform them of the situation and that we’d be happy to cancel their orders or call them when they’re printed, when this happens:)

Customer: “Hi, I’m here to pick up photos for [Name].”

(I go to check to see if it was one of the orders that we couldn’t finish tonight, and it was.)

Me: “I’m so sorry, sir, but our main printer has been down today and won’t be fixed until tomorrow, and our backup printer is out of paper. Hopefully we’ll have your pictures ready by tomorrow, when the printer is fixed. I’m so sorry.”

Customer: “So, what you’re saying is that [store] doesn’t care about me?”

Me: “No, of course not. Unfortunately, there’s nothing I can do until the printer is fixed.”

Customer: “So your manager is okay with this horrible customer service?”

Me: “No. Again, I’m really really sorry.”

Customer: “No! I need you to tell me in those exact words that [Store] hates me and your manager hates me!

Me: “Sir, I’m really really sorry, I wish there was something I could do to fix it, but until the tech comes back in tomorrow, we can’t do any more photos tonight.”

Customer: “No! You need to compensate me for this terrible service and Inconvenience of having to come all the way here to only end up empty handed!”

Me: “The service desk would be happy to help! I’m sure they can give you a gift card for your trouble.”

(He left and I called the desk to let them know to have something ready for them. My coworker apologized to me for having to deal with him. I wished them luck.)

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