The Turnaround Rebound

, , , | Right | June 12, 2020

It is the week before school starts and our store is extremely busy. It is about eleven in the morning and we have been open for less than two hours.

Customer: “Hi, I’m here to pick up my copy order.”

Me: “Okay, what’s the name?”

Customer: “[Customer].”

I recognize the name right away.

Me: “Oh, you submitted that online right? This morning?”

Customer: “Last night.”

Me: “Oh, well, we were closed by then, so we didn’t get it until this morning. I haven’t had a chance to get to it yet, and it’s actually not due until 3:30.”

Customer: “Well, can you just print it for me right now? I need to take it with me to [City about an hour away] and I need to be there in an hour!”

Me: “Well, there are a lot of files here that I have to open individually, so it’ll take me a few minutes.”

Customer: “Okay.”

Me: “And I have to take care of the line-up first.”

Customer: “What?! You have to ring all those customers in before you print my order?! I need it right now! I submitted it last night and I need it!”

Me: “We were closed when you submitted it, and all orders under $300 have a six-hour turnaround time.”

Customer: “This is ridiculous! It’s supposed to be ready in an hour!”

Me: “No, it’s always six hours, and it always tells you what time it should be ready by.”

Customer: “This is ridiculous!”

The customer left in a huff. I didn’t print her order until she came back, because I didn’t know if she was just going to leave without it and then not need it later on and never come back for it.

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