The Patience Of A Saint; The Temper Of A Heathen
Maturity has helped grow my patience and I can now turn the other cheek with the best of them. Unfortunately, if I’m brought outside myself, my temper is scary and I fear nothing and no one. I rarely allow my cage to be rattled, but on those rare occasions when the situation pushes me to the edge, I’m rarely – if ever – the one going over the cliff. Case in point, yesterday was the oh-so-anticipated delivery of my bedroom furniture and I took the day off to accommodate the not-so-customer-service-friendly 9-to-5 delivery hours I was given. I received a call from the furniture delivery guy at 12:30 p.m. informing me that my delivery would take place between 4-7 p.m. My morning shot to hell and now an extra two hours of wait time added to my sit-on-your-hands time, I took a deep breath and simply said, “Sure, I’ll see you guys here.” I had lunch with a girlfriend and we sat up and chatted through a few beers waiting for my delivery. When I looked up and saw the green 6:30 numbers staring back from my cable box, I dialed the number of the delivery guy from earlier in the day. He mentioned that he would be at my apartment within the half-hour. Again, I took a deep breath, popped another Heineken and told myself it would all be over soon. When the three undocumented aliens arrived at 7:20 p.m. I simply escorted them to my bedroom, pointed to where I needed the furniture placed and they proceeded to unload and arrange the pieces. Ten minutes into the scene and Pablo looks at Pedro and says, “Day didin’ have de handows for de dresoar.” Realizing that this was Pablo’s attempt to not only inform Pedro that my dresser handles where not packed with the item, but to also passively tell me that my dresser was handle-less, I heard the loud “click” in my head that said my patience had reached its end. My day wasted and NO COMPLETE DRESSER!?! Pablo sensing the impending danger looked at Pedro and said he was going to the truck, leaving Pedro staring into my now flaring nostrils. I saw him brace himself against my new dresser preparing for the roar. In TWO LANGUAGES, I mentioned that this was not acceptable. They had wasted my day, showed up after the new LATER time and now did not have my complete dresser?! Pedro began to stammer, but I wasn’t hearing it, I began dialing the store, demanded to speak with the store manager who frantically attempted to apologize and begged to speak to Pedro. I handed the phone to Pedro who took the phone as if he was handling hot coals. I heard him say a few careful, “Uh-huhs” before turning to me and saying that I could pick up my dresser handles the next day at the store. I snatched the phone from Pedro and said, “Here’s what’s going to happen. You’re going to deliver my dresser handles and affix them tomorrow by 7 p.m. I am not picking up or affixing anything! Moreover, if I were to damage my furniture affixing the handles you neglected to bring, you will not replace the furniture, so your suggestion is asinine and out of the question!” Long-story-long, Pedro will be returning on Wednesday evening to install my dresser handles. He frightfully extended the delivery slip for me to sign and I pushed it back and said, “Get out now and bring it back for a signature when you complete your delivery on Wednesday!” He said, “…but me leavin’ the dress…” I cut him off and said, “You have one minute to walk out before the little bit of control I’m mustering leaves me.” He rushed out the door just as it slammed behind his sweat-soaked, musty ass.
Customer service. When you’re patronizing a vendor it is not a courtesy to receive excellent customer service. I expect it – wait, demand it – from anyone taking my hard-earned money. Likewise, when at work, I strive to give the highest level of customer service to my colleagues. When my dresser handles were not with the furniture, the store manager should have made every effort to have them delivered – that night – PERIOD! - especially, when I had taken great pains to work around their schedule and not my own.
What recent customer service disaster left you on the verge of catching a case?
Keep passin’ the open windows…