Friday, September 23, 2011

Hurray for the "Soft Touch"

After fussing all night long over my Propane Problem (see previous post), I decided to take the soft touch approach to the problem.  Rather than jump right in with threats of lawyers, etc, I would try to sweet-talk them.   And it worked.

I spoke with the supervisor of the Customer Service Dept, Jessica, and explained to her my "predicament".   That I thought one  propane tank was the same as another and didn't realize that each company had their own tanks until the night before our closing, when it became imperitive for me to have my propane turned on.  (so far, all true)

And that when I called her company they told me I had to wait until the propane tank was empty before they could retrieve it (true) and that I would have to sign up with an account in order to hold onto the tank until it was empty.  (all true).    They never, ever indicated that signing up for that account would lock me into being their customer for a year.

When she asked why I'd gone with Haffners, I said it was because they were in-town, and that I knew some people who worked for Haffners (a small fib) and that it was no reflection on their company and that "I just know your company is excellent as well."

And now I was between a rock and a hard place, because Haffners had already put their own tank in and put propane in it and now it can't be moved and now I have a propane tank from Energy North sitting in my driveway, and GOSH....."I just don't know what to do now".   (I might have sniffed back an imaginary tear.)  

Jessica's listened to my story, and said she'd have to "look into it" and get back to me.  Two hours later, Melanie (?) called and said that since it was such a new account, they could waive the fee for me and there would be no repurcussions.   AND, if things didn't work out with Haffners they would be happy to have me back!   I checked to be sure they'd still be picking the tank up - which they will.

And once again, you catch more flies with sugar than with vinegar!

1 comment:

tag vennard said...

as a customer service person yourself you know they did the right thing- to make you happy- and scored points for themselves in case Haffners turns out to be the propane batsards!
good work hunny!