(no subject)
Well, it's another cruddy day here in PA. Yesterday I only worked from 2:00pm to 8:00pm, so I figured it wouldn't be too horrible of a day, but I was entirely wrong. Our manager decided to leave at 4:00pm and I only had one part-timer to help me out. Surprisingly because the day was awesome, it wasn't busy. I was actually able to get some of my paperwork done, get some training in with Jim (our PTer) and stock out what the customers cleaned us out of. I thought everything was going great. But then I get a phone call, from.. let's call her Mrs. Bitch #1. Mrs. Bitch #1 has an in-ground pool with a pool heater. Supposedly her husband came up last Thursday and ordered some parts for their heater from us. And the sales associate who ordered them for her husband, told her husband it would take one to two weeks, which he said 'oh that's perfectly fine'. EIGHT days later, her husband stops into the store. And what do you know, our IDIOT STORE MANAGER decides to tell her husband 'I will TRY to have it overnighted for you to arrive tomorrow'... aka today. So now I have parts that should have never been ordered overnight because they WONT GET HERE OVERNIGHT, I have a store manager who split four hours earlier than he was supposed to, I have Mrs Bitch #1 screaming and telling me off on the phone, and me, a lonely Assistant Manager getting even more hot under the collar with this lady.
So. I call our store manager, since he's the one who told them this crap. And he tells me 'I told them I could TRY to get it ordered but I couldn't guarantee it.' So I get back on the phone with Bitch Lady #1, and tell her this new information, to which she proceeds to scoff and tells me 'thats NOT what he told my husband yesterday'. Now on a normal day I would agree with her, since our store manager ... doesnt know how to do shit. But today, she was just being ignorant, so I apologized and said we were trying to get it here sooner. According to HER, our store manager told her the part was ordered at store level, but not by our corporate office so Hayward (the pool heater manufacturer) never sent the part out. So she proceeds to tell me 'We aren't very happy with this service blah blah, If we hadn't come in or called no one would know the part wasn't even ordered.' To which I proceed to tell her we did our jobs at the store level, and to which I also tell her that she didnt even PAY for overnight shipping, and that basically, we are bending over ass-backwards to get a part that we shouldn't even be doing. We are NOT supposed to overnight anything unless it is a dire emergency, and living in the lap of luxury with a pool heater is not a life or death situation.
So I again proceed to apologize saying we are doing what we can for her, and remind her that there is NO way we could check up on EVERY ORDER that we put in our system. And again I tell her, since Bitch Lady #1 is now chewing me out because she isnt getting the answers she wants. And I apologize.. again and remind her, there is nothing I can do for her, and getting upset means nothing. So she continues to rant to which I interrupt her after she says 'We shouldn't have come to your store we had a problem before blah blah..'. So I let her know that if she is going to complain about a part she never paid to overnight, and be ignorant to the point that we are TRYING to help her out and get it sooner than normal, I can refund her money and she can most certainly go somewhere else for her part. Unfortunately we are the only store to carry her part, Oh lucky us. Believe me, it would not have been sad to see her go. So we get to the finalities where she says 'Well when it comes in will you call me as SOON as it comes in?' To which I reply, 'Yes' and she scoffs at that and says 'I'm not counting on it'. So I asked why she bothered to ask me if I would call her. I told her if she would rather I not she can keep calling back to find out when its in, to which she proceeded to hang up on me. I also proceeded to throw the phone at the wall in an angry fit of rage.
:)
Now, let's put this in perspective. I have a customer who orders parts, and says yes we can wait the 14 days or longer.. and then I have a customer who doesnt even pay for overnight shipping but wants the part overnight. No, sorry. I think it's pretty ignorant when customers act like they just CANT turn their pool on without their precious pool heater running. These are the same people who replace a $900.00 heat exchanger (almost the cost of the heater itself) every year because they don't know how to balance their water. A heater is a CONVENIENCE, not a requirement to run a pool. Just about everyone who shops at Leslies in Dickson City is a rich stuck up snob, who I wouldn't mind losing as customers.
So since my manager left me with all that crap.. including another lady (Bitch Lady #2) and Asshole #1... which I may or may not get into later, I called off this morning. If all that happened in a 6 hour day, imagine a 10 hour day. Nope, thanks I'll pass.
Megan
So. I call our store manager, since he's the one who told them this crap. And he tells me 'I told them I could TRY to get it ordered but I couldn't guarantee it.' So I get back on the phone with Bitch Lady #1, and tell her this new information, to which she proceeds to scoff and tells me 'thats NOT what he told my husband yesterday'. Now on a normal day I would agree with her, since our store manager ... doesnt know how to do shit. But today, she was just being ignorant, so I apologized and said we were trying to get it here sooner. According to HER, our store manager told her the part was ordered at store level, but not by our corporate office so Hayward (the pool heater manufacturer) never sent the part out. So she proceeds to tell me 'We aren't very happy with this service blah blah, If we hadn't come in or called no one would know the part wasn't even ordered.' To which I proceed to tell her we did our jobs at the store level, and to which I also tell her that she didnt even PAY for overnight shipping, and that basically, we are bending over ass-backwards to get a part that we shouldn't even be doing. We are NOT supposed to overnight anything unless it is a dire emergency, and living in the lap of luxury with a pool heater is not a life or death situation.
So I again proceed to apologize saying we are doing what we can for her, and remind her that there is NO way we could check up on EVERY ORDER that we put in our system. And again I tell her, since Bitch Lady #1 is now chewing me out because she isnt getting the answers she wants. And I apologize.. again and remind her, there is nothing I can do for her, and getting upset means nothing. So she continues to rant to which I interrupt her after she says 'We shouldn't have come to your store we had a problem before blah blah..'. So I let her know that if she is going to complain about a part she never paid to overnight, and be ignorant to the point that we are TRYING to help her out and get it sooner than normal, I can refund her money and she can most certainly go somewhere else for her part. Unfortunately we are the only store to carry her part, Oh lucky us. Believe me, it would not have been sad to see her go. So we get to the finalities where she says 'Well when it comes in will you call me as SOON as it comes in?' To which I reply, 'Yes' and she scoffs at that and says 'I'm not counting on it'. So I asked why she bothered to ask me if I would call her. I told her if she would rather I not she can keep calling back to find out when its in, to which she proceeded to hang up on me. I also proceeded to throw the phone at the wall in an angry fit of rage.
:)
Now, let's put this in perspective. I have a customer who orders parts, and says yes we can wait the 14 days or longer.. and then I have a customer who doesnt even pay for overnight shipping but wants the part overnight. No, sorry. I think it's pretty ignorant when customers act like they just CANT turn their pool on without their precious pool heater running. These are the same people who replace a $900.00 heat exchanger (almost the cost of the heater itself) every year because they don't know how to balance their water. A heater is a CONVENIENCE, not a requirement to run a pool. Just about everyone who shops at Leslies in Dickson City is a rich stuck up snob, who I wouldn't mind losing as customers.
So since my manager left me with all that crap.. including another lady (Bitch Lady #2) and Asshole #1... which I may or may not get into later, I called off this morning. If all that happened in a 6 hour day, imagine a 10 hour day. Nope, thanks I'll pass.
Megan