Annoying customers

[Greenstude]

Last year I went to a car rental office in Elizabeth, New Jersey. On entering, a couple was there with a son about 8 years old. The man was screaming at the manager, with his wife's able support. The boy sat on a chair across the room with a "I wish I wasn't here" look on his face.

After being in a collision with his own car, the man had rented a replacement vehicle. He declined insurance coverage on the rental, saying he was covered under his own policy. He rear-ended a car while driving the rental. He did not report the accident to police nor to the rental agency. The woman driving the car which he hit reported it to both.

The "discussion" at the agency obviously had started long before our arrival, and continued for at least 10 minutes afterward, then moved outdoors. The manager tried, in a calm voice, to explain to the customer his responsibility.

Another employee looked after our rental. As we departed, the last words I heard screamed by the other customer were something like, "Enterprise is a big, rich company. You should be paying the damage. You should be looking after me. You should be serving your customers better . . . . "

[sweetolbob]

On a smaller level, our server last night went out of his way to remind me that the onion rings were a $0.99 upcharge on the item I'd ordered. In fact, he did it twice. I said I knew but why twice? He said a lady?? had recently ordered onion rings and he reminded her three times they were an upcharge, She still screamed at him and eventually the manager about the charge.

We have been training people for years that this is the way to get out of personal responsibility (NOPE!! not a political statement). This is one thing I miss about the "old days"!

On the other hand, there is Delta Airlines.

Bob

[Gunslinger]

When I was in retail work I found the people with the most legitimate gripes were generally the easiest to work with. All they wanted was what they paid for. It seems the loudmouths were either trying to get something for nothing or simply wanting to get to the front of the line...the squeakiest wheel gets the grease.

It goes both ways...businesses cause their own share of the problems...poorly trained employees, poor management, not customer oriented, inflexible rules.

[tim333]

So what about Delta Bob?

[sweetolbob]

So what about Delta Bob?

Many times in the news lately about throwing passengers out of assigned seats but you've seen those I assume. Bob

[tim333]

That was United Airlines......oh, just read the one about Delta.

[jclary]

This thread title is like a door that swings both ways. I have had annoying customers...
and have been an annoying customer.

[sweetolbob]

That was United Airlines......oh, just read the one about Delta.

In all candor, I was thinking United and typed Delta. Old age, again. Thx, Bob

[Avantidon]

Want some really great customer stories? Just ask my wife who was a manager for Barnes and Noble for 14 years. She's thinking about writing a book avout all of great customer adventures.

[52 Ragtop]

Oh how amazing "customers" can be! I can tell a LOT stories about what customers are told, and what they hear! I had one a few years ago, let him know his vehicle was ready. Reminded him that he had a $1000 deductible. He stated, NO the insurance mailed you a check! I replied yes, but the check (don't remember the exact amount) but, the bill is $3523.00 and I have an insurance check for ony $2523.00, He said, that's a $1000 short, and I just went "ding ding ding" He was NOT a happy camper, because his agent "never told him" he had a $1000 deductible!
Or better yet, the ones that do not take out the rental car coverage, and get real shi**y when I tell them it will be 2 weeks before their vehicle is completed! But, they saved $20 (or so) every 6 months!

Jim

[Dick LeRoux]

We perform testing on all sorts of laboratory equipment and cover territories from here in NW WA, OR, ID, MT and elsewhere if needed. I got a call from a potential client, located in the Tri-Cities area (300+ miles away) who needed a fume hood checked out and he asked about the price. I told him it would be about $125.00, however there would be a $1,500.00 portal fee. He was shocked and said the price was outrageous. I asked him if he performed any testing in his lab that cost about $125.00 and he said he did. I then told him I'd like him to put all the necessary equipment to perform that test into a pick-up, have a trained tech drive that pick-up over to West Seattle, perform the test, and then drive back for $125.00. He said he couldn't possibly do that. I then answered, "So how can I?"

[Commander Eddie]

My wife worked in retail for many years and she used say "if it weren't for the customers, this would be a great job".

[JRoberts]

If you really want to see Annoying "customers" teach school for 31 years. (and I am not speaking of the kids).

[dictator27]

Some years ago my wife and I and some friends were having dinner in the restaurant of a major hotel in Bellevue, Washington. An obviously wealthy couple were seated at the table next to us and were complaining about the service to the young waitress who was also serving us. If there was any possible way to complain about something, they found it. When the waitress brought us our dinners, they continued to berate her to the point she burst into tears. This brought the restaurant manager over and the harangue shifted to him. He sent the waitress home and disappeared for a few minutes, returning with the hotel manager. He told them to get out and informed them that they had been blacklisted from staying in any other affiliated hotels. The vitriole continued and hotel security was asked escort them out. The restaurant manager apologized to us and said that after all was said and done, the couple got what they wanted - a free meal.

Terry

[bumpkinvilledano]

In my line of work, we install industrial machinery, specializing in steel processing equipment. As the technology has improved over the years, so have the tolerances for alignment and level. The days of a piano wire and a square are long gone. These days its a theodolite ( precision transit), machinist levels (minimum of a Starrett 98, accurate to .003" per foot), etc. Each of our trailers contains about $100,000 worth of tools, equipment (welders, torch rigs, jacks, ets) and various other things you MIGHT need. Some customers grumble about our prices being high, but we have not yet had to go back and re-do a project we have done. We HAVE however gone behind other contractors work and re-done it. Often times we have had to cut loose almost half of the components in the line to get them right. Depending on the number of pieces we have to move, the cost can easily approach what they spent on the original installation. THAT'S when you hear some serious grumbling; But we only spent "X" on the original installation. Well, I hate it for you, but you have not been able to run correctly or at the speed the line was designed for yet. It seems you got what you paid for.

When we bid a job, we ask that the customer compare apples to apples. Does the other contractor bring a 24' trailer with all that equipment to a job? Do they carry $5,000,000 of liability insurance? Do they carry workmans comp insurance? Have $1,000,000 of insurance on their vehicles? Employee's that have OSHA 40 hour certificates, forklift license's, certification in crane operation? Do they have a company safety policy, in writing, that can be put on file with the customer? These are all things that multi national companies require these days, and many smaller companies are following suit. We HAVE to have these things to protect the business, and be able to get some of these jobs.

I will mention also, if the grumbling continues, that we do NOT do this as a hobby, this is what we do to be able to keep eating.