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Thursday, December 11, 2003
A hard day. I deal with people who make demands. They spend some money. They have certain expectations. They want to spend a couple hundred dollars, and get an entire new kitchen. Tomorrow. That's the fact part. What I cope with is the bullshit they have sold themselves. I fully accept that a person should be able to expect that their purchase be what it is advertised. I train my people to spend the time with the customer, to make sure that the customer is informed realistically of what to expect. The breakdown comes from two areas. The first is when something doesn't go as promised, and those are easy to deal with. Usually, there's been a breakdown in communication, and I can fix that. The second is when the customer has some unrealistic expectation. I talked to a woman today who has a dryer that is almost four years old. It stopped working yesterday (from what she said it sounds like the heating element went out, an easy fix). She told me that, before, the washer had been working wrong. She insisted that this had caused the untimely death of her dryer, and demanded a new one. She also informed me that she had purchased an extended warranty on her purchase almost four years ago, and had no record of it, and was indignant to the point of a lawsuit that we don't keep a record of every purchase from every customer. Goofy bitch. The problem with all of this is that she actually believes what she told me. I don't have the balls to tell someone something like that, and expect to get my way. In her mind, she's right. In the real world, she's a goofy bitch. I also am dealing with a complaint from a woman who bought a vanity cabinet to fit into a place she carefully measured. She got the cabinet, had it put in, and discovered that her walls are crooked. She admits this in a complaint letter to me. She now expects me to have the walls fixed, at my expense. Does anyone see the holes in this? I have done absolutely nothing wrong, except that my store sold this incredibly arrogant asshole a cabinet, and one the exact size she needed. I have to stop now. I won't be able to sleep. I'm gettin' agitated.
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