You Try To Do Something Nice…

, , , , | Right | September 24, 2020

I work at a retail store for a major telecom company in the UK. We sell both prepaid sims and contracts, and we are not commission-based. Our goal is usually to ensure that customers get the best value for their money. A lot of customers feel, however, that contract sims equal money stealing, despite the fact that direct debit standards placed by the Financial Conduct Authority and OFCOM mean that I would literally lose my job if I tried that.

I had the cream of the crop today, though.

An old lady wants to top up her phone, so we sit down and she gives me her number. The moment I enter her number to top up her account, her top-up history loads up.

Me: “I notice you’ve topped up £10 thrice in the past month with us. That’s a lot of money. What do you use your phone for?”

Customer: “Just calling and texting.”

Me: “Well, you’re clearly calling and texting a lot. There are contracts from £7 a month that would give you unlimited texts and calls; it would be far cheaper for you.”

Customer: *Shaking her head angrily* “NO DIRECT DEBITS! I ONLY PAY FOR WHAT I USE THE PHONE FOR! I don’t use the phone for Internet.”

Me: “You’ll still be paying us for what you use the phone for, but you’re saving at least a quarter of your bill every month. This plan doesn’t include Internet. I wouldn’t offer Internet based on your phone, anyway.”

I motion to her tiny button phone. She snatches her purse from the table.

Customer: “I only top up once every few months. Your system is lying.”

Me: “…”

Customer: “All I want is a £10 top-up! Your money-grabbing schemes will never work on me!”

I top up the account with a shrug.

Me: “Sure. See you in ten days.”

She glared at me as she left the shop. But I bet I’ll see her again in a week and we’re going to have the exact conversation again.

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