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I Question Your Way Of Questioning

, , , , | Right | September 24, 2019

(I am a female secretary at a family-owned automotive repair shop. Though I have had no experience with vehicles before this job, I have learned a great deal, not only about vehicles, but about the owner’s preferences when it comes to dealing with customers. The shop is named after my boss, so most customers tend to ask for him directly. In an attempt to weed out those who don’t REALLY need to talk to him, I try to get as much information as possible from the customers. I am sitting at my desk and there is a customer waiting in the lobby when a gentleman walks in.)

Me: “Hi, sir, how can I help you today?”

(The customer describes what would be considered a custom job.)

Me: “Okay, sir, with jobs like these, [Boss] likes to discuss it personally with the customer. So, if I could get some contact and vehicle information, he will give you a call as soon as he can.”

Customer: “Can I just talk to him now?”

Me: *knowing the boss is busy with another vehicle* “He’s busy at the moment, but I promise he will give you a call.”

Customer: *getting aggravated* “I just want to ask him a question!”

(I end up going to the back and getting my boss, explaining the situation to him.)

Boss: “Hey! How can I help you?”

(The customer goes on to describe the job again.)

Boss: “Okay! Well, if you give [My Name] all of your information, I will give you a call later to discuss it all with you.”

Customer: *noticeably calmer* “Okay, sounds good!”

(After he leaves, the customer waiting in the lobby looks over to me.)

Customer #2: “Didn’t you say that?”

Me: “Yup.”

Customer #2: “I hope that doesn’t happen often.”

Me: “You’d be surprised.”

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