(We own both a cell phone accessories store and a kiosk in the same mall. A customer is at the kiosk and can’t find anything she likes and is agitated because of it. She is told to come into our store because we have a wider selection of cases. The customer is also currently using a case she bought from us three months ago. She is an older lady of around 45.)
Me: “Hello, how you doing today?”
Customer: “Hey, I’m very agitated right now. My experience at your kiosk was horrible!”
Me: “I’m sorry; what happened?”
Customer: “The guy made me try on your case and it was hard to take off—” *should be a good thing for a phone case so it doesn’t pop off easily* “—and I cannot find a case I like.”
Me: “I’m sorry about that; we have a lot more to choose from here. Let’s find one that fits your needs.”
Customer: “I need one that’s very protective.”
Me: “Okay, all the protective ones are over here.” *I show her our best cases*
Customer: “Noooo, these are plain and ugly!” *walks over to the shiny, flashy, fashionable cases* “How about these?”
Me: “Those aren’t too protective. They’re mainly for looks and show but they aren’t bad if you’re extra careful with your phone.”
Customer: “No, I’m super clumsy. I drop it all the time.”
Me: “Then I’d stick with the higher quality cases.”
Customer: “But I don’t want them! Oh, my god, I’m sooo irritated right now. I don’t know what I’m gonna do!”
Me: “Yeah, it’s a tradeoff. It’s hard to have a perfect case that does everything at the same time.”
(She chooses one.)
Customer: “I’m just gonna go with this one. I hate the one I’ve been using from you guys. it keeps falling out of the case! What is the total?! I’ll pay more if I have to. I want to get out of here now!” *very loud and freaking out*
Me: “I’m sorry to hear that. It’s not supposed to do that. I won’t charge you for the new case, only the difference.”
Customer: “That’s the same as charging.”
Me: “No, it’s not, ma’am. This case is $40+tax but you only have to pay $10+tax to cover the difference because the case you had was $30.”
Customer: “I am so annoyed right now I’m about to go crazy… You guys don’t understand business and I’m going to report this to the BBB. This is why people love Apple, because they take care of their customers.”
Me: “I’m sorry, ma’am. Technically I’m supposed to charge you the full $40+tax for the case. Our return policy is seven days and our exchange policy is fourteen days. It’s been three months and I’m still allowing you to exchange it.”
Customer: “I’m never coming back again! You guys don’t understand anything! I’m never coming back.”
Me: “That’s fine, ma’am. Some people will like our products ad policies and some won’t. It’s not for everyone.”
Customer: “You don’t understand anything!”
Me: “Yes, I actually do, ma’am.”
Customer: “No, you don’t! I’ve worked in sales for over twelve years!”
(Obviously why she’s stuck in sales for 12 years. My boss comes out.)
Boss: “What is going on here?”
(We explained the situation.)
Boss: “Okay, ma’am, let me look up your purchase history on the system so we can further assist you.”
Customer: “NO! I DON’T WANT TO GIVE YOU ANYTHING. THIS IS STUPID. I AM SO DONE!”
Boss: “You know what? Just take it and leave.”
Customer: “OKAY! I’M NEVER COMING BACK!”
(She leaves.)
Boss: “I just want her to get out.”
(I don’t appreciate people trying to get things for free and abusing/ignoring company policies as if they’re above everyone else, but at the end of the day she got a free case after using ours for three months.)