The Smaller The Screen, The Bigger The Problems
(It’s nine pm when a man comes up to the photo lab counter. I ask him if he needs help and he does. I walk him over to a kiosk and start showing him how to work it.)
Me: “All your sizes for photos are at the top; currently we’re on the 4×6 size. Also, each photo that you select will have to be cropped to a 4×6. If you don’t do it now, it’ll have you do it before you checkout. It’ll be a lot smaller, though, so it’s easier to do it right when you click on the photo that you want.”
Customer #1: “Wait! I have to crop every photo?!”
Me: “Unfortunately, yes, or else it won’t let you check out. Each photo has to be cropped to the size print you want it to be.”
Customer #1: “That’s f****** ridiculous! Can’t I just send it to you guys through my email and have you do it?!”
Me: “I’m sorry, we can’t do that.”
(He slams in his chair and leaves, taking the phone cord we lend to customers to use at our kiosks with him. Then a woman sitting at another kiosk calls me over.)
Customer #2: “Ugh. The computer is all messed up!”
(Somehow the checkout page is now only an inch large, and I have no idea how she did this. I try everything I can to fix it, but nothing works.)
Me: “I’m sorry, I think the computer is broken. Perhaps we could work with another one?”
Customer #2: “Ugh. Whatever.”
(She then moves to the next kiosk over. Then the man next to me asks for help.)
Customer #3: “So, would a DVD be done before you close?”
Me: “We close at 9:30, so I would think so!”
Customer #3: “Also, it never asked for my name; how would you know it’s my order?”
Me: “It should have asked for your name when you checked out. If it didn’t, then the order wasn’t placed.”
(This happens everyday; a customer hits a wrong button when they’re done and instead of being sent to checkout, they delete their order without knowing it.)
Customer #3: “Can you check?!”
Me: “I’m sorry, I haven’t received your order. Looks like it wasn’t placed.”
Customer #3: “So, what do I do now?!”
Me: “I’m really sorry, but unfortunately if it didn’t ask for your name, then the order wasn’t placed. So, we’re going to have to reorder your DVD.”
(He picks a kiosk and starts scanning his photos. He puts four pictures on the scanner, and one isn’t picking up.)
Customer #3: “What’s going on? It’s not getting one of them.”
Me: “It seems to work better when you do one at a time; I know it takes longer, but a lot of people have more luck with it that way.”
(He then puts two in, and it still only picks up one photo.)
Me: “Yeah… Looks like it’s being stubborn; maybe try one at a time?”
Customer #3: “I DON’T DO PICTURES ONE AT A TIME!”
(He then storms out. The woman from before calls me back over.)
Customer #2: “How do I get the underscore?”
Me: “Press shift.”
Customer #2: “Oh. I did control and it made the screen smaller.”
(So, that’s how she messed up the computer!)
Question of the Week
Have you ever served a bad customer who got what they deserved?