Customer Service, You Gotta Love It

She comes into the store and waltzes over to the print shop like she owns the place. She is a new manager at the store next door. She tells my store manager she wants a poster-sized black and white print. My manager calls me over and says to her that I will take care of it. I ask her what size she wants the poster.

“Oh, that size,” she says, pointing at one of the signs.

“24 X 36?” I ask. (That is a standard size: 24 inches X 36 inches.)

“If it’s that size,” she answers.

“Do you have a digital file or a printout?” I am on my best behavior.

“I’ll email the file.” And she doesn’t.

Thirty minutes later I get a phone call.

“When will my poster be ready?”

I tell her I didn’t get her email. She reads out the email addy she sent the file to. It’s not ours.

Five minutes later I receive the email and a phone call. “When can I pick up my poster?”

“By 5:30.” That’s two hours away and I have two customers standing across the counter from me. But I figure I’ll get it printed by that time.

Thirty minutes later I open up her attachment. It’s a Word file, letter size. The borders for the calendar she sent in the email are way too soft. So I make the borders for the days and the calendar nice and bold along with the names of the days of the week. I pdf the file and open my software for the engineering printer. I make the file 24 X 36, then I print that sucker out, proud of going the extra mile to make her print stand out with my bold lines. The poster prints and I laminate it, then I make the phone call.

She waltzes into the store. She looks at the poster and her eyebrows do those kind of things that eyebrows do when their displeased.

“It’s not big enough,” she says.

“How big would you like it?” I ask, trying to be helpful.

“Bigger,” she says.

“How much bigger?”

“I don’t know. Bigger,” she says the word again as if I can read her mind.

“You want it 36 X 48, ma’am?”

“I just want it bigger. If you can’t do it, I’ll go somewhere else.”

“I can do it. But I do need a size. Could you show me?”

“I’ll know it when I see it. I’m going somewhere else. They’ll know what I mean.”

“Yes, ma’am.” Now I’m thinking wherever she goes they’ll need a mind reader to figure out the “bigger” she wants.

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15 thoughts on “Customer Service, You Gotta Love It

  1. I know exactly what you were going through. I used to work in customer service last year and it made me look at people and the whole buying/shopping experience differently.

    At least you handled the situation like a pro.

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