When “Not Available” Means Exactly What It Should

, , | Right | March 30, 2020

(I work for an equipment rental facility that also offers online bookings. Sadly, I have some variation of this conversation more than I like to admit.)

Me: “Thank you for calling [Rental Facility]; how may I help you?”

Customer: “Hi. I was on your website and I tried to book a reservation. I kept trying but it just kept giving an error message that you don’t have that equipment available for some reason. So, I figured I would give you a call and book it that way.”

Me: “All right, what was it you wanted?”

(They then proceed to give me all of the details about what they want and when.)

Me: “So, the reason why it was telling you it’s not available is that it’s not available for that time that you wanted.”

Customer: “Really? I just figured your website was not working or something.”

(What is worse is that they often tell me that they went through and tried to get it at another location or another time and it worked just fine, but not at the specific day/location they wanted. How do you figure it’s a website problem, then?)

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