Luckily, Customers Don’t Have Firing Power
I worked for a naval architectural firm in the 1980s. The Washington, DC office I worked in had several US Navy contracts. The office had three departments: one admin and two departments that supported our customers. I worked in one of the latter departments.
The other department had one customer in particular who was very demanding. He was also known for his quick temper. I didn’t know about him at this time, though I soon would.
One evening, I happened to be working late. I assumed I was the only one in the office suite. When our office phone line gets a call after business hours, a night bell rings, and the call can be picked up from any extension. At around 7:00 pm, the bell rang and I picked up.
Me: “[Company].”
Customer: “Get me Mr. [Other Department Chief]!”
Me: “I’m not sure if he’s in, but I’ll go check.”
I happened to sit next to the department chiefs’ offices. I peeked in the office of [Other Department Chief] and he wasn’t there.
Me: “I’m sorry, Mr. [Other Department Chief] isn’t here this evening. I can take a message and see that he gets it first thing in the morning.”
Customer: “God d*** it! I need to speak to him now! Get me his home phone number.”
I knew that even if I had access to that information, I shouldn’t give that out to anyone.
Me: “I’m sorry, sir, I cannot give out that information, but—”
Customer: “D*** it, I need that number. This is [Customer] and there’s a major f***-up on these plans! Get me his godd*** phone number, or I’ll have you fired so quick your head’ll spin!” *Pause* “What’s your name?”
Me: “I’m [My Name], and I don’t work for Mr. [Other Department Chief]. But I’ll see if there’s anyone here in his department that can help you.”
I placed him on hold before he could get another word out. I walked over to the other side of the suite, and there happened to be a secretary whose husband worked with [Customer].
Me: “Hey, [Secretary]. There’s some loudmouth on hold that wants to talk to Mr. [Other Department Chief]. Says his name is [Customer] something…”
[Secretary]’s eyes got wide, and she asked that I transfer him to her extension. I went back to my office and transferred the call and then got back to my work.
About an hour later, Mr. [Other Department Chief], [Secretary]’s husband, and a couple of the other department’s engineers came into the office. They used the conference room to spread out a whole bunch of engineering drawings. They began intently studying them while on a speakerphone call with [Customer]. Though I couldn’t make out what was being said, I heard [Customer]’s voice yelling for nearly another hour.
After their call, Mr. [Other Department Chief] was walking past my office. I called out to him.
Me: “Hey, Mr. [Other Department Chief]. Do I still have a job?”
Other Department Chief: “Huh?”
Me: “Oh, that [Customer] guy said he was going to have me fired.”
Mr. [Other Department Chief] laughed and then waved his hand at me, signaling me not to worry about [Customer]. And sure enough, I still had my job for eight more years — thankfully without ever having to deal with [Customer] again.
Question of the Week
Have you ever served a bad customer who got what they deserved?