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Please Call Our Crystal Ball Hotline For Assistance With That Enquiry

, , , , | Right | January 20, 2021

I work at a resort in a tourist town. For the holidays, we have set up special outdoor tents for dining. We only have twelve, and they book for all of December and January within two weeks. Our waitlist is monstrous, and people are usually understanding of this.

We get the occasional interesting call, but this one sticks out. I inform the guest that the tents are fully booked, but that we can add her to our waitlist.

Caller: “Okay, can you put me on the waitlist?”

Me: “Certainly! I will need your name, phone number, and the date you are interested in.” 

Caller: “Which date would be the best?”

Me: “Well, whichever date you like! Which date would work best for you?”

Caller: “No, no. Which date would I be most likely to get a call back about?”

Me: “I am terribly sorry, ma’am, but I don’t understand. We have a waitlist for every day that the tents are available, so no one day is better than another. If you would like, I can put you on the list for every single day so you have a better chance?”

Caller: *Deep sigh* “I don’t want to be put on every day. I just want to be put on the list for the day that I will get a call back for. You’re the employee. You should know which day is most likely to open up for me.”

Me: “I am very sorry, but I do not have that information. It would depend on each individual reservation. A day with two people on the waitlist might have no one cancel, and a day with ten people might have twenty cancellations. There is no way for me to know. The best option would be for me to add you to the waitlist for every day.”

Caller: “I do not want every day. There are only certain days I can do. I want you to tell me the days that will have cancellations so that I can tell you if that works for me or not. Why is this so hard for you to understand?! You’re the employee! This should be easy for you!”

We go round and round for fifteen minutes, repeating the same things back and forth. I offer a manager a few times, and she refuses, so my manager gives me the signal to end the call however I can.

Me: “Ma’am, I’m sorry, but I am not psychic. I have no way of knowing who will or will not cancel. You can either give me your information so I can add you to our waitlist for every day, for certain days of your choosing, or for none at all. Those are your options. Nothing else.”

She hung up on me without ever providing her information. Some people.

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