| Re: Customer had a problem with our service
On Mon, 12 Feb 2007 07:21:30 -0600, Doc O'Leary wrote:
> In article <0fJzh.43289$Gr2.12132@newssvr21.news.prodigy.net> ,
> "Mike Jacoubowsky" <mikej1@ix.netcom.com> wrote:
>
>> Uh... I see. So if you go to have your car repaired, and they tell you that
>> your antenna needs replacement, you would assume they're talking about the
>> television antenna you removed when you got cable 10 years ago? That's close
>> to a perfect analogy of this situation.
>
> Hardly, and it is further distasteful that you're attempting to justify
> your bad behavior. You used a term they did not understand in one
> context, so they tried to make sense of it in the only context they had
> for the term. You might like to laugh at them for it, but in their eyes
> you look just as foolish for trying to change the subject.
>
>> It was difficult to keep from cracking up, BUT WE DID NOT. My point,
>> entirely lost upon some, is that it's wrong to assume that someone's remark
>> about "having problems with your shop" is always an indication that there's
>> a "problem with your shop."
>
> Based upon your *direct* posts here, it is not surprising that people
> would indeed have problems with your shop. Instead of trying to
> convince yourself that *you* are not *possibly* to blame, why not take
> this criticism as constructive and fix your damn shop?
>
>> Don't get defensive, hear the story out and see
>> where it leads. In this case, the person hearing the story (my wife) had no
>> prior experience with this particular customer, who has probably been thrown
>> out of every shop but ours. We try to find ways to take care of people who
>> are not dealing with a full deck (is that simply the wrong way to put it? Is
>> that where some people became offended? Am I not being "PC" enough here?).
>
> From your post, the only obvious thing missing from their "deck" is an
> exhaustive glossary of bicycling terminology. My assumption would be
> that is precisely the type of people you should *expect* to get as
> customers for relatively simple repairs. My inclination would be to
> educate them more than laugh at them, but I suppose if you filled up
> their "deck" they wouldn't be so funny to you.
>
>> There's a lesson for many of us there. Don't assume that someone else's
>> world works quite the same as your own.
>
> Seems mostly to be a lesson for you. Seems like you haven't learned it.
>
I would guess you haven't worked in retail before? Like the OP tried to
make plain, some people JUST DON"T GET IT. They are incapable of applying
logic to their everyday life. The only response is to nod politely and
find some way of getting them out of the store, quickly. i am fortunate
in that my boss has given me permission in extreme cases, to refund the
money and ban the idiot. Hasn't happened, yet.
If I didn't know what a "cassette" was, and someone said that to me in
that case, my response would be "what?" or maybe look puzzled, which would
I am sure, have resulted in the explanation required. I would NOT have
jumped from the subject of bicycles to music storage formats because of
the similarity of terminology.
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