Your Argument Holds Too Much Water
(A customer and her husband approach me as I’m standing at one of the store’s employee computers. She says she’s looking for a certain book.)
Customer: “It has the word ‘water’ in the title. Can you look it up for me?”
Me: “Yes, ma’am. Is ‘water’ part of the title or the whole title?”
Customer: “I don’t know.”
Me: “Okay. Do you know the author?”
Customer: “No.”
Me: “Okay. Is the book fiction or nonfiction?”
Customer: “I don’t know.”
Me: “Okay. What’s it about?”
Customer: “I don’t know.”
Me: “Um… Ma’am, I really can’t find a book based on one word and no description.”
Customer’s Husband: “I told her that.”
Customer: “Hush! I’m sure she can just type ‘water’ in for the title and it will pop right up.” *looks at me* “Try it.”
Me: “Okay.”
(I type “water” into the title search and hit enter. I show the customer the search results.)
Customer: “Hm… None of these look right. Is this all?”
Me: “Ma’am, those are the first twenty results.”
Customer: “Oh. How many results are there?”
(I pointed to the screen to show her. There were over 10,000 results. She stared at the computer for a while and then calmly turned and walked away. Her husband followed her, laughing.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
