It Just Got Personal (Items)

(I work customer service for a repo company, and often have to direct customers on how to come in to retrieve their personal items from inside their car after repossession.)

Me: “[Company], this is [My Name].”

Customer: “Yeah, y’all have my car and I need to get my stuff.”

Me: “Okay, can I have your name?”

Customer: “[Customer].”

Me: “Okay, it looks like your fee will be [fee], and we’re full today but can schedule you for an appointment any day this week between nine and three.”

Customer: “Are you kidding me? I have to work!”

Me: “Well, those are our times.” *reluctantly, but I want to be accommodating* “I might be able to come in on Saturday if you want to set an appointment then.”

Customer: “Yes!”

(I set the appointment for 10:00 am that Saturday and give her my cell number so she can call me, as the office phones turn off on weekends. She has some issue with learning we clean out the car ourselves, but I get off the phone with little problem. On Saturday, I come into work at 9:30 to wait for the customer. My boss is also there doing some extra work, and I’m glad not to be there by myself. I’m even gladder he’s there as 10:00 am comes and goes. It’s past 10:30 by the time I call the customer back.)

Customer: *sounding like she’s in the car* “Hello?”

Me: *relieved because I think she’s on her way* “Hello, Mrs. [Customer]? This is [My Name] from [Company]. We had an appointment this morning. Are you on your way?

Customer: “Uh, I’m not gonna be in town until like 3:00 or 4:00. I’ll just stop by then.

Me: “Ma’am… we made an appointment for 10:00 am.”

Customer: “Well, I live in [Town 20-30 minutes away] and I have things to do in [Adjacent Town], so I’ll just come in when I’m done.”

Me: “Ma’am. No one is going to be here. I came in this morning specifically for our appointment. I’m not going to be here all day.”

Customer: *suddenly yelling* “The f*** kind of towing company is this?! You need to be open 24 hours a day! I have things to do!”

(She begins ranting and raving at a high volume about my not being accommodating, the fees she has to pay, and that it’s illegal for us to touch her things when we repo her car. I’m unable to get a word in edgewise, and she’s been going on for several minutes and I’m in tears by the time my boss edges into my office and gestures for the phone.)

Boss: “Ma’am. Ma’am. Ma’am! Ma’am, my employee came in on her day off to try to accommodate your schedule. If you’re not here, you’ll have to get another appointment.”

(I can hear her yelling over the phone.)

Boss: “The state of Georgia requires us to remove personal items from a car the moment it enters our lot. If you’re not going to listen, then goodbye.” *he hangs up* “And that’s why I don’t work with people on weekends.”

(My boss and his wife were nice enough to take me for breakfast after I’d calmed down, and the woman’s number called my phone several times more that day. I finally answered at around 8:00 pm if only to tell her to stop calling, and it ended up being her sister on the line to apologize for her behavior! The woman ended up scheduling another time to get her stuff a week later, and she came and went without a fuss!)