Locked Into A Crazy Request
(I work the front desk in a hotel located just outside of Stockholm. Our neighbouring hotel is of the same company and located just across the bay from us — you can easily see it from front desk — next to the ferries. During Christmas and New Year, they close down because of the low season and we answer their phone. This, of course, leads to many confusing conversations.)
Me: *answering the phone* “Hello, and welcome to [Hotel Brand and Location]. How can I help you?”
Caller: “Yes, hello! I am about to board the ferry and I think I’ve forgotten to lock my car in the parking lot!”
Me: “Okay? I’m not sure what you would like me to do about that.”
Caller: “Well, the check-in for the ferry closes in five minutes so I don’t have time to go check my car, and I’ll be gone for five days!”
Me: “Yes, okay, well, I assume you meant to call [Neighbour Hotel], as they are located next to the ferries? Is that right?”
Caller: “Yes. Why? Who are you?”
Me: “Well, the hotel is closed during Christmas and New Year and won’t open until the 5th of January, so I am afraid there is no one at the hotel. I am at [Hotel on the other side of the bay].”
Caller: “BUT MY CAR!”
Me: “I really can’t help you, sir. I am nowhere near your car, and I am also alone at my hotel so I couldn’t leave if I was.”
Caller: “Someone has to check my car!”
Me: “I’m sorry, sir, but there is nothing I can do to help you with your car, and I highly doubt that, had the hotel been open, they would have been able to do much, either, as they can’t get into the ferries’ parking lot without authorization.”
Caller: “BUT MY CAR! I’ll be gone for five days!”
Me: “Well, maybe you should talk to the check-in clerks at the ferry instead of arguing with me if time is of the essence.”
Caller: “This is horrible service!”
Me: “Well, you haven’t actually paid for any service with our company, so…”
Caller: “MY CAR!”
Me: “I’m going to hang up now. Good luck!”
(He kept screeching as I hung up the phone. Maybe next time remember to lock your car?)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
