There’s only been one time in my entire life when contacting the hotel directly, despite booking through a third-party site, actually worked in my favor. And that was only because it also worked in the hotel’s favor.

Last summer, I spent about a week in Helsinki, Finland — let’s say August 10 through 16. I knew I was flying out of Minneapolis-St. Paul on August 10, so it seemed reasonable.

But, silly me, I forgot that because of the time change, I was taking off from Minnesota on the 10th but would actually be landing in Helsinki around noon on August 11 and therefore didn’t need the room for the night of the 10th.

I emailed the hotel — still a few weeks before my flight — and explained the issue. I would actually be checking in on August 11 and still checking out on August 16. I was more than happy to still pay for the room for the night of the 10th, as long as it would be ready for me by check-in time on the 11th.

I KNOW the hotel sold the room for the 10th, so you’re welcome, [Helsinki Hotel], for the free double-booking! I hope you enjoyed that unexpected extra profit.

Back in the 1980s, I worked at a small-ish convenience store at the city center underground passageway. My job was to take care of the meat produce counter and cooler at the back of the store.

One morning, just after clocking in, I was leaning against the counter and felt a tingling sensation. Somewhat foolhardily, I pressed my thumb against the metal counter and my index finger (of the same hand) against a metal sink that was just about ten centimeters from the counter. Yep, I could feel a small electric current going through my hand. The counter was plugged into a grounded socket as it should be, so it was apparent that there was some internal problem with the counter electronics — and a risk of even fatal shock if that problem got worse.

So, of course, I mentioned it to the shift manager.

Shift Manager: “Oh, yeah, it has been like that for a while. Nobody has found what the problem is.”

And so, nothing happened. There was no replacement counter and no repairs. After a few days, I got tired of these small electric shocks I got every time I touched the counter and demanded to have at least a piece of wire. The shift manager got me a piece of old multiconductor cable that I taped between the counter and the sink with standard office sellotape. So, no shocks or tingling after that. But the counter was still faulty – but it kept its cool, so no problem for the managers.

The indifference of the management was just one of the reasons I quit just a week after. I didn’t visit the store for a couple of years, but when I finally did, I could see my sellotaped piece of cable still connecting the meat counter and the sink.

I work as a cashier in a supermarket. A popular candy maker has just released a new chocolate which comes in bars, bags, and boxes. We have a separate stand for the new products with a special offer of four candy bars for 1€. The offer is clearly marked, and the word “chocolate bars” is written twice on the ad sheet next to the bars.

A grumpy-looking lady and her teenage son come to my register with a full cart. Everything goes fine, they pay, and then the lady looks at the receipt.

Customer: “This is the wrong price!”

Me: “Oh, I’m sorry, I will check that right away. Could you tell me which product it is?”

Customer: “This is always a problem here! Always! Your discounts never scan right!”

Me: “I am very sorry, I will—”

Customer: *Interrupting me* “I feel like you are trying to cheat me every time! Look here, I have four boxes of [Brand] chocolate. They were meant to be four for 1€, and you charged me the full price!”

That’s about 3.5€ per box.

Me: “I am sorry for the misunderstanding, but the ad clearly states that the discount is for four chocolate bars. Boxes are more expensive and unfortunately not part of the discount.”

Customer: “No, it does not! It said all new [Brand] chocolate products are four for 1€. This is a scam! I can’t believe this! You have no idea about your own campaigns. I want you to go and check the ad next to the chocolate. It will prove that I am right!”

A long line has formed behind the lady and people are starting to look annoyed. I am not permitted to leave my register while it’s open, so I have to call and ask a colleague to go and check the ad.

Me: “My colleague will go and check the ad for you. Could it be possible for me to serve the person behind you while you wait? They only have a few items.”

Customer: “No! You are serving me now. Unbelievable! They always try to cheat you about discounts…”

She goes on in a similar vein and tries to get the customers behind her to agree with her. My colleague calls and confirms that — surprise, surprise — the ad says, “Chocolate bars”.

Me: “I am sorry, but the ad clearly states that the discount is for chocolate bars. Would you like to return the boxes?”

Customer: “It does not!”

The customer’s son, who looks really embarrassed, speaks up.

Customer’s Son: “Yeah, it did, Mom. I saw it.”

Customer: *Pauses* “Well… I… The ad was placed misleadingly! It was right next to the stand with all the new chocolates. How was I supposed to know which are discounted and which are not?!”

Me: “Because it is written on the ad sheet?”

Customer: *Condescendingly* “Do you think that I have time to read all the ads? I would be here for hours!”

The customer behind her in line speaks up now.

Customer #2: “If it takes you hours to read the words ‘chocolate bar,’ maybe you should do less shopping and go back to f****** primary school?”

The lady just glared and left with her bags and full-priced chocolates. Unfortunately, she became our regular after that for some reason and was almost always as cheerful as in this story.

I work for a huge company that operates in a variety of fields, including running hotels. I, however, work at a law office. The phone rings and I answer.

Me: “[My Name] at [Law Office].”

Customer: “Hi, I would like to book a standard room with a queen-sized bed for the upcoming weekend.”

Me: “I’m afraid you have the wrong number. This is a law office.”

Customer: “No! I’m looking at the Internet and this is the number!”

Me: “Not to worry. It’s a common mistake. We are a part of [Company Group], as are the hotels you are probably looking for. The phone numbers are quite similar. Have a nice—”

Customer: “You’re not going to hang up, are you?! What kind of customer service is this? Why, I never!”

Me: “I’m sorry, but I just can’t help you any further. You need to call the hotel to book a room. Bye.”

I hang up, but the phone rings again almost immediately.

Me: “Yes?”

Customer: “How dare you hang up on me?! I need to book this room now. I’m going to the wedding of [Person #1] and [Person #2]. They can have only ten people attending because of the health restrictions and I am one of the chosen ones!”

Apparently, the wedding is for some celebrities, as she assumes I would know the names. I’ve never heard of these people but am also honored to speak with “the chosen one.” For some reason, I start to feel a little sorry for her. She is annoying and demanding sure, but she’s also clearly confused.

Me: “Okay. Let me see what I can do for you.”

I go to the website of the hotel chain.

Me: “Which of our hotels would be the best for you? We have six in total in the central area of Helsinki.”

Customer: “The one I called, obviously!”

Me: “We have a shared booking number. Please, just state the name of the hotel.”

Customer: “Well, actually, I’m not sure which one would be the best. Can you recommend the nicest for me?”

We spend about twenty minutes on the phone comparing the hotels and she finally chooses one. I go to the booking section of the website, get her details, and book a standard room with a queen-sized bed for her.

Me: “…and we are all done. I hope you have a wonderful stay at [Hotel] and hopefully all goes well at the wedding.”

Customer: “Thank you so much! Sorry I was rude in the beginning! I’m just so nervous to be one of the chosen for such an event. Sorry again. Have a nice day.”

Me: “Not a problem at all. Bye!”

I work for a software company in customer support. We’ve encountered a rare fault that customers are reporting and we already have a clue what might be the reason, but we haven’t yet quite cracked the problem. I’m chatting with a customer trying to get essential information from them.

Me: “Who’s your Internet provider?”

Customer: “Firefox.”

Me: “That’s good that you’re using Firefox; that’s our recommended browser. Can you tell me which company provides your Internet connection?”

Customer: “Mozilla.”

Me: “Okay, good. Do you have your Internet connection with [Company #1], [Company #2], [Company #3], or maybe with some other company?”

Customer: “I don’t know why you’re asking all these questions from me!”

Me: “I’m sorry if I’ve been unclear. The issue you’re experiencing seems to be related to certain Internet providers and we’re trying to gather information so we can pinpoint exactly where the problem is and fix it. In order to do that, it would be really helpful if you could let me know your Internet provider.”

Customer: “I’ve told you already, it’s Firefox! I don’t know why you’re making this so hard. I just want this thing to work! Make it work!”

Related:
Not Quite As Fast As A Fox In A Fire