Yesterday I had to explain why it was taking me 20 minutes to add a nonstock transition strip to an install. The customer had about 12 different profiles in the system under 2 different addresses. He just kept saying "It's under the Green Acres address." As if that would help. That's one thing about this job that really doesn't make any sense.
Why in the heck do people feel compelled to tell me random information that's going on in their lives?! Asked a lady today how I could help here which she said she was just looking around which she then just started telling me how her dog was at the vet getting an ultrasound and having to get meds, etc, etc. I really don't care! Another person telling me how their brothers uncles sister was getting married. So what! Oh, and they all feel compelled to tell me this stuff when we're slammed! Uhggg... smh...
C: I need a piece of carpet 8' wide and 12' long Me: Ok it's 12' already so we'll do 8' C: NOOOOOOOOOOOO I need 8 x 12 not 12 x 8 Me: Continue cutting carpet while panic stricken customer looks on...lay carpet in floor and turn it around and "voila 8 x 12" C: Oh
I just had a customer ask for a "damaged" discount on a new Shag Rug... you see it was looking a bit... um... shaggy on the ends.
Customer asked for gate hinges. When shown the gate hinges, on all the packages, the hinge went to the left. He waited 15-mins to ask, where the right hand gate hinges are. Literally... 15-mins. After helping like 5 other customers I come back and I ask him how he is doing. He goes, "All of the hinges open to the left." I grab the hinge, and proceed to open it to the right. The customer was astounded.
Had a customer complain we were overcharging her for carpet by "several hundred" square feet. Explained to her she has a pattern match we have to allow for. She said to forget the pattern match. Then she complained we ordered the wrong color. Looked thru my notes and told her that's the color her son selected. She said she wanted a different color. SO, we ordered the color she wanted, even though the previous color had already been delivered to the installer's warehouse. Then she wanted us to promise an install date. We told her we can't do that [...]
This I don't understand. I don't get why we give people full refunds at all. They signed a legal document and paid for something. We should at least get to charge them for the product that we already ordered and is on its way. I had a carpet and tile install that was refunded ON THE DAY OF THE INSTALL because when the installers showed up to tear out the old carpet, there was hardwood underneath, so they cancelled and got a full refund, minus tearout and dump fee. What about all the carpet that was at their house [...]
We've all had the customer who really needs an act of congress to make up their mind. I had this one customer, went through four laminate reworks (I've had more, but this is a minor detail of the story). They of course eventually settled on... carpet, because they found the PERFECT color. I finally get them to sign. I foolishly think it is all over. I come in one afternoon closing-shift, and the install office is all huffy about an install that was just canceled. They and the customer are pretty upset, because I "sold them the wrong color". [...]
customer- "so it comes in different widths?" me- "no sir it comes in all the same width" customer- "well why is this (points to edge were display stops) board show smaller than this one (points to middle board) me-"this is just a display sir and it shows what it looks like put together; it was cut to fit a display board" customer-"so it doesn't come like this?" me-"no sir its just a display to show you the color (shows a box of product)" customer-"okay well is it a pretty good one? it seems like it would be because it's [...]
Back in October I had a customer who was really in a hurry to have some smartcore floating vinyl installed. The style she chose was special order, but she wanted me to promise an install date. I told her that we would have to wait until ALL the product was here and acclimated at her house before the installers would call her to schedule the install. She found all this hard to comprehend, but I explained and re-explained 3 or 4 times, and I thought she finally understood. She paid, but the next day called back and asked what [...]