Just For That, We’re Adding An Hour  

(I’m the assistant manager of an auto repair shop. A regular customer of mine calls on a Saturday afternoon, one of our busiest days of the week.)

Customer: “Hi, [My Name], I just bought a new car. Is there any way I can bring it in today for an inspection?”

Me: “Is it a new, new car? How many miles are on it?”

(If the car is brand new, it will typically take a lot less time.)

Customer: “No, it’s a 2017; I think there’s about 49,000 on it.”

Me: “Okay, if you can bring it down soon and drop it off with us, we can get it done today, but we’ll need to keep it for at least a few hours. Of course, we can get you a ride home and pick you up when it’s done.”

Customer: “All right, I’ll be there soon.”

(When he shows up to drop the car off, I am not at the counter, and he talks to our general manager.)

Customer: “Do you think this is going to take long?”

General Manager: “Well, [My Name] said you were going to drop it off, right?”

Customer: “Yeah, but I’m pretty sure she said it would only be an hour to an hour and a half.”

General Manager: *who had been standing three feet away when I took the customer’s call* “I’m sorry, but I’m pretty sure she told you at least a few hours. Let me get you that shuttle ride home.”

(It amazes me how many people try things like that; do they really think we don’t talk to each other?)