(I work at a healthcare store. Whenever we have promos such as gift cards when purchasing more than a certain dollar amount, we call our regular customers a week in advance to let them know. After each call, either actually talking to the customer or leaving a message, we put a check next to their name on our list. One cranky regular misses the promo weekend and comes in three weeks later.)
Customer: “Hello, [My Name]. I’m just parked outside. Can you get me my products?”
Me: “Sure, I’ll be right back.”
Customer: “Don’t you have any promos? You haven’t had one since December.”
Me: “No, I know it’s been a while.”
(I make sure not to mention the promo three weeks prior, as I know she missed it, and I am sure she will throw a fit. I go to the back to get her products. As I am coming back, I see the customer yelling at my coworker. She then turns to me.)
Customer: “This is so disappointing! I told you guys to call me every time you have a promo. [Coworker] said that you had one three weeks ago!”
Me: “Oh, we did call you. I’m sure we did. You’re the first one we call.”
Customer: “No, I did not get any call. No message. This is the second time!”
Me: “I remember the first time you said your daughter forgot to tell you.”
Customer: “Well, this time I really didn’t get any call! No message, nothing!”
(The customer goes on and on as I am ringing her in, and I am just nodding. She’s always in a hurry, so I need to ring her in as I am listening. I can see the other customers looking at her.)
Me: “I really apologize, but as you see here on our call list, I called all these customers including you. Your name even has an asterisk ’cause you’re the first one we call.”
Customer: “Well, I didn’t get anything! There could be something wrong with my answering machine, but I doubt it! You guys owe me!”
(The customer storms out of the store. The next day she calls.)
Me: “Good afternoon, [Store]. [My Name] speaking. How may I help you?”
Customer: “Oh [My Name], this is [Customer]. I just called to apologize for my behavior yesterday. I asked my daughter if she knew of any promos you guys had, and she just gasped because she forgot to tell me that you guys called.”
Me: “That’s okay Mrs. [Customer]. It’s not a problem.”
Customer: “Okay, thank you. Bye!”
