Saturday, May 10, 2008
Blowing off steam
Customer service is right out the window. I called a flower shop to see about getting a quote for some flowers for the wedding, and as soon as the woman heard October, she cut me off mid-sentence. "We're working Mother's Day," she snapped, like "Hello stupid, you call a flower shop the day before Mother's Day?" "Call me or come in next week and I'll be happy to talk to you about your wedding, but we're swamped right now and don't have time." You're a flower shop and it's Mother's Day weekend. Busy, why, yes, I understand that. But it's not like Mother's Day is a surprise. And lady, had you just given me a chance to spit out that I only wanted to know about a certain flower and what it was going to cost to get them from you, you could've been done with me in 5 minutes and had a sale. As it stands, you've pissed me off and I'm not going to do business with you. Disagree with me all you want, Dear Reader, but even when you're super busy and stressed, you do not take it out on the customer or make the customer feel like they're infringing on your time. Phrasing is everything. Perhaps say, "Ooh, that sounds wonderful! Tell you what - we are just swamped here today since we've got the holiday tomorrow. Is it possible that I give you a call back tonight if I have a little down-time or perhaps talk to you next week? I can't give you the time or the attention you need right now, and I want to be sure I get all the details." How hard would that have been?