Crazy customer says I tried to push my way into her house!!!

[BowserKoopa1]

I was delivering a pizza, and the customer gave me a check for $16.00. I thought the total was $16.54, and I asked to see the total. I then remembered that it was only $15.54. I told her everything was fine, and I got in my car and left.
When I got back to the store, my manager said that she had called and complained, saying that I made her nervous and that I tried to get in her house, which is total bull! I told him I would never do anything like that, never have and never will, even if I know the people.
He said he was going to talk to my GM tomorrow, but I intend to call him first thing in the morning as soon as I can get ahold of him (I have his phone number).
Here is what I am afraid of.... They will probably ask me if I think the customer is lying. How should I respond to that?
I'm also not quite sure how to respond to this question.... "Why would the customer make up something like this?"
I really need this job and definitely cannot afford to lose it. PLEASE HELP!!!

[Ree]

I am thinking the best way to handle it is to just be honest.

Don't go in with a 'your word against hers' attitude.

I would say, "I did not behave the way she is claiming I did. I thought she had written her cheque for the wrong amount, and I asked to see the bill so I could verify it."
I would explain exactly how you handled the transaction and then add, "I don't know what I could have done to upset her, but obviously she did feel threatened by something I did. I apologize for that."

I know if I was the manager, I would rather have my employee behave in that way, so I knew the chance of another complaint of this nature was unlikely, rather than have the employee come in on the defensive and accusing the customer of just being vindictive and lying.

[bigjimaz]

I totally agree with Ree. Be honest. Tell whomever exactly what happened.

[Bright_Star]

I hate to say it but 90% of the time manangement will believe the customer before they even think of siding with the worker. I'd be honest & tell them the way it happened. Don't try to bullshit your way through it. & NEXT TIME, just REFUSE to service that particular house.

[BowserKoopa1]

I was up for quite awhile last night taking down anote for what I should say to my GM (I feel more comfortable talking to him on the phone rather than have him try to look at my face to see if I am lying)
It goes like this....
Mr GM,
I woud like to offer my deepest apology for anything I might have done wrong yesterday concerning the lady I delivered an order to at *ADDRESS* on September 8th.
According to my Store Manager, she said that I made her feel nervous because she thought I was trying to get into her house, which I can totally reassure you that I was not. I never have and never will set foot into a customer's house without their permission, even if I know them. Whenever they order a lot of food, I ask them, "Would you like me to bring your order inside for you?"
This is what happened to my best knowledge. I greeted her and said, Hi, how are you?", and I handed the customer her order. She then gave me a check written out for $16.00. I thought the total was $16.54, and so I politely asked her if I could check the total, and I reached my hand over to check the box, which I guess probably could have made her feel a little nervous. Then I remembered the total was $15.54, and I told her, "Never mind, you're good."
Let me once again apologize for anything I might have done wrong. I will make it up to you in some way if you would like me too. I would never intentionally do something like that to a customer, or do anything else like that which would cause us to lose business. Please accept my apology, and I assure you that I will work hard to correct this problem so that it will never happen again.
Let me also say that I love delivering pizzas for *BLANK* and I want to continue to work here for a very long time. I will do whatever it takes to improve myself for the good of the company.
Sincerely *MY NAME*

[earl colby pottinger]

And

I hate to say it but 90% of the time manangement will believe the customer before they even think of siding with the worker. I'd be honest & tell them the way it happened. Don't try to bullshit your way through it. & NEXT TIME, just REFUSE to service that particular house.

Stick to your guns. If management gives you grief over this, imagine what they will do to you if a more serious charge is laid against you? Some jobs no matter how much you think you need the money are not worth the stress, if you find management is being sucky start look for another job right now.

[earl colby pottinger]

Just read

You message to the GM was clear and you did not try to avoid taking any blame. If your GM is any good you should get some very positive feedback.

If how you GM tries to give you more grief after such an explaination I would start looking for a new job yesterday.


Good Luck

[MrSunshineState]

She probably thought you were trying to see all the fancy stuff in her house and plan a robbery later. After all, she gave you such a generous tip


Seriously though, just tell the story as it happened. I am sure you'll be fine. But I do agree with refusing to deliver to that address in the future.

[mattm04]

If I was the GM I would refuse to deliver to that customer again. It sounds like she would have no problems making fake accusations in the future.

[Lehk]

if you get fired ask for a statement in writing from your employer that you were terminated due to the customer's claims. then sue the customer for slander.