ChiefsPlanet - View Single Post - Top 5 reasons why “The customer is Always Right” is wrong

**KcMizzou** · 03-20-2008, 07:41 PM

Good read.

I remember one time, soon after we took on a new truck line, I had a nasty run-in with a customer. First a little backround...

Almost all the parts catalogs are online now. You have to enter a model and serial number to even open the catalog. Basically, thats gives you one catalog specific to that truck. One choice for each part, so if you find the item they need... it's always right. (in theory)

Anyway, this guy comes in, says I need this, this and this. I say no problem, can I get the model and the last six of your VIN? Of course he didn't have it.

No big deal, I ask for the complete VIN, so I can figure out the model myself. He doesn't have that either.

Now he's getting pissed. Grumbling, cussing, just generally pissed off. I say, "Is there anyone you can call back at the shop? I'd love to help ya out, but that's just the way the system works these days. I could pull up a random VIN, but the parts would probably be wrong, and you'd have to come back."

Now he's practically foaming at the mouth. He grabs my phone, calls back to his shop and says, "Give the the serial number for truck number blahblahblah, this stupid motherfucker doesn't know how to look up parts."

I reached across the counter, took the phone out of his hand, and hung it up. Told him, "You're done. You're not getting anything from me. It's time for you to leave." He looks over to a coworker and tries to get help from him... and the guy says, "I saw the whole thing. It's time for you to leave."

I called my boss at home. (At that point, I worked nights) Told him my side of the story, because I wanted to get to him first...lol I asked, "Is so-and-so a big account?" He said yeah, but it was a father and son operation, and they're both pricks. He also said, "It's not good, but there's a limit to what you have to put up with."

Oddly enough, the guy never called to complain. (probably because he knew he was out of line) They're still customers, too. As far as I know the guy hasn't been a problem since, though. Of course, if he wanted to take his business elsewhere, he'd have to look a state or two further away.

03-20-2008, 07:41 PM	#40
KcMizzou Supporter Join Date: Sep 2002 Location: Parkville MO Casino cash: $10005170	Good read. I remember one time, soon after we took on a new truck line, I had a nasty run-in with a customer. First a little backround... Almost all the parts catalogs are online now. You have to enter a model and serial number to even open the catalog. Basically, thats gives you one catalog specific to that truck. One choice for each part, so if you find the item they need... it's always right. (in theory) Anyway, this guy comes in, says I need this, this and this. I say no problem, can I get the model and the last six of your VIN? Of course he didn't have it. No big deal, I ask for the complete VIN, so I can figure out the model myself. He doesn't have that either. Now he's getting pissed. Grumbling, cussing, just generally pissed off. I say, "Is there anyone you can call back at the shop? I'd love to help ya out, but that's just the way the system works these days. I could pull up a random VIN, but the parts would probably be wrong, and you'd have to come back." Now he's practically foaming at the mouth. He grabs my phone, calls back to his shop and says, "Give the the serial number for truck number blahblahblah, this stupid motherfucker doesn't know how to look up parts." I reached across the counter, took the phone out of his hand, and hung it up. Told him, "You're done. You're not getting anything from me. It's time for you to leave." He looks over to a coworker and tries to get help from him... and the guy says, "I saw the whole thing. It's time for you to leave." I called my boss at home. (At that point, I worked nights) Told him my side of the story, because I wanted to get to him first...lol I asked, "Is so-and-so a big account?" He said yeah, but it was a father and son operation, and they're both pricks. He also said, "It's not good, but there's a limit to what you have to put up with." Oddly enough, the guy never called to complain. (probably because he knew he was out of line) They're still customers, too. As far as I know the guy hasn't been a problem since, though. Of course, if he wanted to take his business elsewhere, he'd have to look a state or two further away.
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