Norman Verona Posted February 17, 2012 Share Posted February 17, 2012 but maybe its the accepted norm now I thought I'd explained it's nothing to do with me. Quote Link to comment Share on other sites More sharing options...
Nick Algar - Competition Secretary Posted February 17, 2012 Share Posted February 17, 2012 The other change is that everyone wants everything immediately. Nothing has really changed , in the past 6 weeks before they wanted something they though about it did some research and 2 weeks later ordered it. Delivery was 4 weeks ,so they got it in 6 weeks. Now 6 weeks before they want something they think about it and think about it, then 2 days before they want it they order it and complain because it' s on 3 days delivery 1 Quote Link to comment Share on other sites More sharing options...
Matt Seabrook Posted February 17, 2012 Author Share Posted February 17, 2012 I agree Norm it could just be forgetfulness. But it does happen so often that I do wonder why we don't see more people walking round that have forgotten to put their trousers on if people are that forgetful Quote Link to comment Share on other sites More sharing options...
Matt Seabrook Posted February 17, 2012 Author Share Posted February 17, 2012 The other change is that everyone wants everything immediately. Nothing has really changed , in the past 6 weeks before they wanted something they though about it did some research and 2 weeks later ordered it. Delivery was 4 weeks ,so they got it in 6 weeks. Now 6 weeks before they want something they think about it and think about it, then 2 days before they want it they order it and complain because it' s on 3 days delivery Ah yes. A few years ago I had a lady come in and order some tyre 3o/c one Thursday afternoon. I said yes no problem I can get them for you for Friday but I nave no idea what time on Friday. Just they would be in to fit some time on Friday. Ok she said I will order them as I need them to go on a journey on Saturday. Nothing like leaving it until the last moment I thought. Anyway I took her phone number and promised to call as soon as they landed. 8:45 Friday morning the said lady is on the phone. Lady "Are my tyres there yet" Me "No not yet I will ring you when they are" Lady "They will be in wont they" Me "Yes as long as the lorry does not crash of course they will he here" Lady "OK" 9:30 Lady on the phone again Lady "Are my tyres in yet" Me "No not yet" Lady "When will they be in?" Me "Today I will ring when they land" Lady "OK" 10:30 Lady on the phone again Lady "Are my tyres in?" Me "Have I contacted you to say they are" Lady "NO!" Me "Well they are not in then" Lady "When will they be in then" Me "Today" Lady "But I need these tyres to make my car safe to go on a journey." Me now starting to loose it just a little. Me "Madame you have had 15 to 20,000 miles and two years to order these tyres for this very important journey and you have left it until the day before you need them." Lady "I don't like your attitude." Me "That's OK when they turn up I will send them straight back. It really is no problem if you would rather go else where to buy your tyres." Lady "Nooooooooooooo!" Me "OK I will ring you when they land" 10:45 The tyres turn up. 15:45 Me "Good news your tyres have just landed" Lady "I'm on my way to get them fitted" Guess what I did not get a thank you from this lady either Quote Link to comment Share on other sites More sharing options...
Norman Verona Posted February 17, 2012 Share Posted February 17, 2012 Problem there Matt is that we get let down so many time by suppliers breaking promises we just don't trust anyone to keep a promise. No excuse, just a possible reason. And did you really wait 5 hours to inform her or is that a typo? Quote Link to comment Share on other sites More sharing options...
Rab (bombero) Reid Posted February 17, 2012 Share Posted February 17, 2012 Matt, I love the way you continue to refer to said .. female, as 'lady'. You're such a gent! Quote Link to comment Share on other sites More sharing options...
ajpearson Posted February 17, 2012 Share Posted February 17, 2012 A true Cornish person there I reckon Matt Quote Link to comment Share on other sites More sharing options...
Matt Seabrook Posted February 17, 2012 Author Share Posted February 17, 2012 Problem there Matt is that we get let down so many time by suppliers breaking promises we just don't trust anyone to keep a promise. No excuse, just a possible reason. And did you really wait 5 hours to inform her or is that a typo? Yes Norm I did make her wait. That said had the "LADY" been a little more reasonable I would have contacted her as soon as they landed. I have edited the cut down conversation on the phone she wasn't as polite as I have made her sound. Not very professional I know Norm but lets just say she wound my up more than a little. Quote Link to comment Share on other sites More sharing options...
peterg Posted February 17, 2012 Share Posted February 17, 2012 A true Cornish person there I reckon Matt Orright my luvverr Quote Link to comment Share on other sites More sharing options...
Matt Seabrook Posted February 17, 2012 Author Share Posted February 17, 2012 A true Cornish person there I reckon Matt Not a lot Cornish about me Quote Link to comment Share on other sites More sharing options...
Captain Colonial Posted February 17, 2012 Share Posted February 17, 2012 Being in sales management, I have a few tales to tell about customer behaviour, which I will not relate now to save boring you, but rude buyers beware - ve haf vays of making you suffer! Quick example was one of my customers being so incredibly rude to one of my lady staff members on the phone that he made her cry. On his next order the following week that was worth £10k, I increased the bill by £250 and put "B@st@rd Surcharge" on the invoice. He rang me direct in a real state and asked what that was about. I informed him NOBODY talks to my staff like that, what the effect on her was, and that £250 was going directly towards her having a nice overnight stay somewhere with her husband to get over it. He paid up, never misbehaved again, and I had a staff member who was even more loyal. Quote Link to comment Share on other sites More sharing options...
Matt Seabrook Posted February 17, 2012 Author Share Posted February 17, 2012 Nice one Scot. I have banned customers from my workshop for speaking to my staff in a disrespectful and rude manor. I will not tolerate it. I must be getting old Quote Link to comment Share on other sites More sharing options...
Captain Colonial Posted February 17, 2012 Share Posted February 17, 2012 You're not getting old Matt, you're standing up for proper behaviour - well done. Quote Link to comment Share on other sites More sharing options...
Nic Chase (NICO) - Shropshire & Mid-Wales AO Posted February 17, 2012 Share Posted February 17, 2012 Being in sales management, I have a few tales to tell about customer behaviour, which I will not relate now to save boring you, but rude buyers beware - ve haf vays of making you suffer! Quick example was one of my customers being so incredibly rude to one of my lady staff members on the phone that he made her cry. On his next order the following week that was worth £10k, I increased the bill by £250 and put "B@st@rd Surcharge" on the invoice. He rang me direct in a real state and asked what that was about. I informed him NOBODY talks to my staff like that, what the effect on her was, and that £250 was going directly towards her having a nice overnight stay somewhere with her husband to get over it. He paid up, never misbehaved again, and I had a staff member who was even more loyal. Captian. That is brilliant!! Perhaps a few more people should try that. Quote Link to comment Share on other sites More sharing options...
Norman Verona Posted February 17, 2012 Share Posted February 17, 2012 I had a similar experience to Scot's. A customer was ringing me and was put through to my secretary. He then proceeded to shout at her like she was stupid. What he didn't know was that the said secretary was my wife. He phoned back and was put straight through to me to complain about my secretary hanging up on him. He started the conversation by demanding I sacked her. I told him he was lucky she only hung up on him and I fully endorsed her actions based on the way he spoke to her. I also added that it was my wife he had been talking to. A very expensive bottle of perfume arrived about an hour later with a note apologising for his rudeness. He started the conversation by saying "If I'd known you were Normans wife..." She told him where to put his perfume and threw him out of the office. He was lucky she didn't resort to violence - it has been known! We had a credit controller who had no diplomacy whatsoever and would be very blunt to customers. He wasn't actually rude just blunt. I would get a few calls every month complaining about his calls. My stock answer was "Pay the account on the due date and I'll stop him ringing you" Quote Link to comment Share on other sites More sharing options...
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