I know money is tight these days, but here are some real-life scenarios that happened in my office:
1) Phone Call
Member: I have a question about my bill.
Me: (thinking she means her membership bill) Let me check that for you.
I check her account and see nothing amiss.
Me: What seems to be the problem
Member: My car was towed, and they charged me for 6 extra miles and it was only 5.
They overcharged me by $4.
Me: If it was 5.1 miles, they would have charged you for 6.
Member: Oh no, my husband and I each went out seperately and measured the distance in our cars with our odometers and it was just 5.
Seriously? $4???
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2) In the Office
Member: I'd like to buy Disney tickets. I need a whole bunch of them. I need 2 2-day passes, and 2 2-day Park hoppers, and 2 2-day water park passes.
Me: Are these all for different people?
Member: No, they're all for me and my wife.
Me: Sir, it would be much more cost effective to buy 6-day park hoppers with water parks. With Disney tickets, the more days you buy on one ticket, the less you pay per day.
I do all the math and demonstrate to him how, if he does it my way, he will save over $250.
Member: Wow, thank you so much. You saved me a bundle of money.
That afternoon - on the phone - same member:
Member: I made a mistake. I should have bought 5 day passes. I don't think we'll use 6 days.
Me: Sir - the difference between 5 days and 6 days is $8 per ticket. (I'm thinking now I have to void the whole sale and do it over again)
Member: yea, so I'll come in and change them tomorrow.
Seriously? $16 on an $1100 sale?
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3) My very favorite:
Member: I'd like you to explain these charges to me on this receipt. My husband bought these gift cards and movie tickets two days before Christmas.
Me: Well, it looks like I charged him as a non-member. Let me check.
I check the account and sure enough, his membership was cancelled in July. Her membership, however, is valid.
Member: He shouldn't be cancelled. I didn't cancel him.
Me: Let me check with Membership.
I call membership, and they assure me he was cancelled. However, they can re-instate him as of today.
I explain this to the member and she says, "oh no, you can't reinstate him. He died Christmas day."
Seriously? You spend time 2 weeks after your husband suddenly died sorting through receipts and confronting a company that you think overcharged him by less than $20?
Seriously??????
1 comment:
Oh my.
You know what they say...common sense is NOT common.
And it sounds like YOU have the patience of a SAINT!
:-)
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