Your Attempts To Get Around The Policy Are Half-Baked

, , , | Right | January 19, 2019

(I am the manager at a bakery that does a lot of weddings. At this point in the year, we are usually fully booked for multiple weekends and have to turn customers away. I have a customer email with questions about having us do her wedding in October, and I have to tell her that we are already booked for that day and apologize for the inconvenience. About an hour later my coworker answers the phone and then has to pass it off to me.)

Coworker: “This woman says that she emailed about her wedding and that you told her we’re booked, but that she could call and we would try to schedule something, anyway.”

(I’m pretty sure I’d never say that, but okay. I answer the phone.)

Me: “Hello. How can I help you?”

Customer: “I sent an email about my wedding and was told by someone that you are booked.”

Me: “Yeah, that was me who responded to your email. I do apologize, but we are fully booked for that weekend and aren’t able to take on any more wedding orders.”

Customer: “Oh, but, umm… I called and spoke with your other location, and they said that you could still try to fit me in; I just had to call and talk to you about it.”

(Our other location is a storefront that we do all of the baking for, and I know that they wouldn’t give out this kind of information without asking me about it first. And if a customer calls and needs to talk to someone from our location, they usually just transfer them, which they didn’t do for this customer.)

Me: “I’m really sorry; I don’t know why they would tell you that. We already have five other weddings for that day, and just aren’t able to take on any more orders at all. Do you remember who you talked to, so I can find out why they would give out false information?”

Customer: “Oh, no. That’s fine. Thanks, anyway.”

(We get way too many instances of people trying to work around our policies and get us to do whatever they want, even if we physically can’t.)

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