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A lady approached me with a copy of Slumdog Millionaire in her hand. She placed it on the counter and said in a stern voice "Now, this is a crap copy".
Doing my usual thing (ie my job) I took the disc and asked what the problem was. She told me that it was skipping. From the look of it I believed her and so I apologised and issued some credit onto her account. All good. An issue handled calmly and effectively... but then she made a follow-up complaint; that she was being ripped off because the film was in letterbox format. She claimed that she was getting less picture because the top and bottom of the screen were "chopped off" and that the subtitles were too small for her to read. She was becoming more aggitated the more she kept talking. I let her say her peice and then began to explain what letterbox was. I will assume that most of you know what widescreen is so I wont bore you with a lesson, suffice to say I tried to explain that it actually offers more picture and the movie is presented in the same format as a cinema. She kept interjecting with comments like "thats rediculous" or "how stupid" etc. I realised that nothing I explained was going to change her mind. She was pissed off and apparently the format of the film was something I had to rectify for her. "I am sorry but a video store has no control over the way films are made and presented, we simply offer them for viewing". Those were my exact words which REALLY got under her skin. She replied in a smug voice "there's no need to get defensive"... and this is where my threshold was reached. "I am sorry. But when you come in all guns a blazing and tell me that our movie is a crap copy the way you did, then my defenses will be up from the getgo (even though they weren't up at all until this point). As for the widescreen format, just about every film is presented this way and have been for years now." She responded with "and you have a problem with me saying it's a crap copy, do you?" and i replied "a friendly 'there is something wrong with this'" would have been nicer. Next time you come in, you can grab a free new release". She left in a huff and I am left craving my anual leave!
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Hey friends,
It's been a while since my last 'customer service' spat and so I thought I would share a little story with you this morning. It concerns a bloke I served 50 minutes ago. To set this story up I have to rewind a couple of weeks. This guy came in and hired some new release movies. At the time of the transaction his credit card was rejected and he didn't have any cash on him. Staff gave him the benefit of the doubt and allowed him to take the titles with an agreement to pay on return. All good. Fast Forward to today. He comes up to the counter and says in a steely determined manner "Now! Last time I was in, your card payment facilities were broken, and this title is late". (Now before I continue it must be stated that I do not respond well to pushy, rude people. Those of you who have read my previous spats will know that I dont suffer fools gladly and I certainly dont like being made to look like the fool. But I digress....) So the returned movie is indeed late and he is owing us $27 in late fees. On top of that there is an additional POR (Pay on return) charge of $14.95. I read the screen carefully as to convey the correct information to him and I say "okay, yes. There is a total of $41.95 owing on your account. 14.95 for the failed credit card transaction and a further 27 for this late title. At this point he gets all cocky, takes out his credit card and waves it in my face while saying "I'll make you a deal! You wipe the late fee's and I'll pay the $14.95". And this is where I put him in his place. I respond with "What kind of deal is that?". "A good one" he replies. I respond "no it's not sorry mate. That would be you fixing up the rentals which you have not yet paid for and taking no responsibility for the late fees" . He returns fire with "who cares about late fees anyway?" to which I firmly reply "we do mate. You have denied us any profit on this rental". He then says "yeah well it's not my fault that your eftpos machine was broken." I say "well I own this shop and I can assure you that our machine has never been broken. The credit card was in fact denied and my staff have given you the benefit of the doubt and let you take the rentals anyway. We rarely do that. We gave you 2 reminder calls regarding the late title and it was still late. You currently owe us $41.95, how would you like to pay it?" And so he paid it in full. By carrying on like a knob he has done himself no favours as we record every discrepancy in the system and will know how to extend any more favours to him. So there you are. A little incident but a fairly amusing one nontheless. Enjoy the rest of your day |
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