Keep The Change, Keep The Happy
I was at work when two customers came in and began inquiring about rate plans and how to obtain handsets and services for one of them who just emigrated from New Zealand three days prior.
As government-issued identification is required and the recent immigrant hadn’t been in Canada long enough to have identification yet, his friend offered to attach him and his family to his existing account.
It took two days and considerable effort to put this into place, due to a billing issue that impacted his ability to add the additional lines. I dug and called various departments. After almost five hours of work on my part, the customers left satisfied.
And then, they returned three hours later. My heart dropped. I was convinced I had messed up.
But they were so pleased with me that the account holder decided to return to me and pay an early upgrade fee to have me upgrade his line!
I was pretty happy about that. We had many laughs over the time we worked together and the customer told me he was going to call into my manager to give me a glowing review.
After all of the activations were done and the store closed, I noticed my till had excess cash in it. I had forgotten to give the recent immigrant his change owed! Embarrassed, I called, knowing I lived in the same area of town they were staying. They hadn’t even realized that they did not get their change and were happy to meet up when my bus arrived in the area.
When I was approaching the area, I gave the customer a call to let him know I would be there shortly. His response?
Keep it. Go buy myself a drink.
I objected but he was insistent.
Little did he know that I don’t drink, but I thanked him profusely. I walked around in a smiling goofy daze for two hours and splurged on an inexpensive gadget I couldn’t justify on my tight budget. Some days, customers not only completely make your day but give you faith that life gets better.
This story was included in our May 2020 Inspirational Roundup.
Question of the Week
Have you ever served a bad customer who got what they deserved?
