Lazily Urgent

(I work at a call centre for a logistics company. Situations tend to escalate a bit on Friday afternoons, when clients realize they have missed the driver and will have to wait until Monday for their packages. The other option is for them to come to the package centre, which is usually located out of town. Since we try our best to accommodate requests that are really urgent, some clients try to test our flexibility.)

Me: “I’m sorry, ma’am. Your package will be re-delivered on Monday.”

Client: “Please, can’t you make the driver come back? This is really urgent! I need this for the weekend.”

Me: “Unfortunately, that would not be possible, but you can come by the package centre this afternoon and take your package. Would this work for you?”

Client: “Are you kidding me? I’m not driving all the way there for two phone cases!”