Rant. Sorry, no cussing.
Customers. Are King.
But they can be a real headache sometimes. I get along with just about everybody but sometimes there comes a person that just goes so much against the grain that I end up with a splitting headache.
Customer calls last Saturday and sets up an appointment for this morning at 9:00 AM, when we open. I ask the customer at that time if it would be possible to get here about 10 to 15 minutes early, we'll get him checked in and have a technician on the bike right away. He says great, he'll be here. So I follow up with him yesterday afternoon and confirm the jobs and ask again if he will get here a few minutes early and we will get right on it.
So, at 9:15 this morning, he is not here. I have a technician doing busy work. I call, no answer, leave a message. No return call and at 9:20 I assign the tech another job. At just after 9:30 the guy shows up, I check him in and let him know that I will get a tech on it as quickly as I can. The guy explodes at me and says I promised him that I would get him right in. I recall the conversations we had last week and just yesterday and he calls me a liar and says I told him he could show up anytime. I keep notes and I had everything documented but did not say that to him, he is very animated at this point. I ask him to calm down and as soon as the tech gets to a stopping point I will move his bike up and get it started, probably about 10 to 15 minutes and we will get started. He says fine, just get it done, he has an important appointment he needs to be at by 11:00.
Well, the job will take 1.5 hours to complete. I let him know this, as we had discussed prior when he made the appointment and he starts calling me a f'ing liar in a very loud voice and this is of course attracting attention. So now it is nearly 10:00 and I have not even got the bike checked in.
The shop manager is now involved and everytime I try to explain the situation this guy starts cussing again and calling me a liar. I show the boss my notes and by now the customer is very red and I am hoping he is not armed, 'cause I'm not and he seems ready to come over the counter at me. Finally the boss tells him to leave and he does. He ride away and he is so mad that he almost crashes twice getting out of the parking lot.
Then the boss tells me I need to be more diplomatic to avoid ticking off the customers. Two other people saw the whole thing and told the boss I was a perfect gentleman the whole time, the customer was unreasonable.
I have a headache.
Some customers are not kings, they are assholes at the highest degree. I hope he finds another service center that he can work with.
