Put Them In The Hot Seat

(I always like to follow up after a trip I have booked for a customer. A couple had booked a plane flight to Florida, a small rental car, and a few nights hotel on the beach.)

Me: “Hi, Mrs. [Name]. This is [My Name] calling from [Travel Agency]. I just wanted to make sure you had a wonderful time on your trip.”

Wife: “You’ll have to speak with my husband. I’m too upset to speak with you.”

Husband: “I can’t believe you have the courage to call, after what you did. I’ve dealt with incompetence before, but you are the worst!”

Me: “I’m so sorry. What happened?”

Husband: “When I booked the flight, I told you that I wanted an aisle seat, and my wife preferred a window seat. You had us backwards on all four flights!”

Me: “I’m so sorry. Why didn’t you just swap seats? Or, say something to a flight attendant, who would have told you to just swap seats?”

Husband: “…” *click*