Not A Good Friday

| Right | May 8, 2017

(This occurs on Monday after Easter weekend.)

Me: “Thank you for calling [Company]. This is [My Name]. How can I help you?”

Customer: “Yes, I want to know why my delivery was delayed. It was supposed to be delivered last week.”

Me: “I’m sorry about that. Let me take a look at your order.”

(I get her information to retrieve the order on my computer. The original delivery estimate and current status come up first, so I give her that while waiting for the tracking history details to come up.)

Me: “I show that the package was originally estimated for delivery on Friday, but the driver was not able to deliver, so it is on a truck for delivery today.”

Customer: “Can you tell me why they weren’t able to deliver it on Friday?”

Me: “Did you close early on Friday for the holiday weekend?”

(Note: Many of our customers the previous week had been telling us they would close early on Friday, or even be closed the entire day, so that we could schedule their delivery around that. Her order did not have any notations about that.)

Customer: “No, we didn’t. We were closed all day on Friday.” *pause* “I guess that would explain it, wouldn’t it?”

Me: “Yes, that would explain it.”

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