I’m Getting A Bouquet Of Entitlement

I’m at work in the shop my mother and I own, and I’m not in a great mood when the phone rings.

Me: “Thanks for calling [Flower Shop]. How can I help you?”

Customer: “Hello. I placed an order this morning, and my friend called to thank me for the flowers you sent. She loves them, but when she sent me a photo, I was not at all happy with what was sent.”

Me: “I’m so sorry about that. What was the issue? We will be happy to exchange them for you.”

Customer: “Oh, I don’t want them exchanged; [Friend] just loves them and I don’t want her to have to deal with that.”

While we are talking, I pull up the order. It is a designer’s choice “send anything” arrangement. There was no specific request for the color or type of flower.

Me: “What exactly was the problem with the flowers?”

Customer: “Well, I ordered a flower arrangement, and all that was delivered were flowers arranged in a vase.”

At a loss for what could be the issue, I hear the sarcastic voice that controls my brain taking over.

Me: “I don’t think I’m the right person to talk to. Let me grab my mom real quick. She took the order and is better suited to.”