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Just as a little background, I have worked my way far up the corporate ladder to the point where I now answer to the owners. We have several smaller companies under our umbrella (ie all owned by the parent company). Most people in the industry would recognize my company's name but may not realize that some of these other small companies are actually us.
Not terribly sucky but a lot of fun on my part.
I was at this particular location filling in and doing some troubleshooting and training. We had had a problem with the service foreman who ended up walking out. I am kind of the lead guy in the company when it comes to our manufacturing and service software and procedures, so Eben56 had to leave his home, wife, and cat to spend a couple weeks in New Hampshire.
WE also have a policy at our company that if the phone rings, it does not matter who you are, you answer it and handle the call.
(some of this is hearsay from the GM at the location)
SC: Guess
ME: The one and only
GM: Location manager
(edited for brevity)
ME: Thank you for call TEAM ***, this is Eben56. How can I help you?
SC: I just talked to your service guy and he quoted me about testing my Backflow preventer (State law every two years). I got no problem with the test charges but the mileage seems a little excessive.
ME: Yes sir, I can see how that would look, but gas is very high now, and if you will notice, we do not charge our hourly labor for the travel, just the mileage.
SC: Can you do any better, we are a big company and will want you to do more of these.
(While listening to him, I google his business and do a D&B check. They are legit and a fairly good credit risk)
ME: OK, How about a flat $30.00 for travel (regular chg about 47.00)?
SC: OK sounds good.
ME: If you will give me a fax number, I can send you a credit app for future business, but for this call, I will need a CC number.
SC: WE only pay after the job.
ME: I understand that sir, and we will not charge you until our tech returns with the signed work order.
SC: No, we only pay after the entire job. I am pretty sure there are going to be repairs needed and we will only pay after receiving a bill sent to corporate.
ME: I'm sorry sir sir, you do not have an account with us so I am afraid I must ask for the payment with either cash, check, or CC upon testing.
SC: WE don't do that.. You don't understand, we are a big company and we must be billed.
ME: Sir.. If Walmart called right now I would say the same thing. Until you set up an account, you are COD.
SC: Let me speak to the manager.
ME: OK
GM: This is GM, can I help you?
SC: I just talked to one of you employees named Eben56 and he says all our work will be COD until we have our credit approved.
GM: That is correct.
SC: WE a very big company, we don't do business that way.
GM: I am sorry, but without approval from the corporate offices in Maine, we can not extend credit to anyone who does not have an account with us. It would only take a couple or three days to set up an account if you would like to send us a credit app.
SC: I don't have 3 days, I need this BF approved now or I could face a fine.
(the truth begins to come out, A NH inspector gave him 10 days to get his cert. He has now waited 8 of those 10 days)
GM: All we need is a CC or a check.
SC: I need to talk to someone with authority.
(My personal belief is that he does not want to go to HIS corp and admit he screwed up)
GM: Would you like to speak to someone from Corporate?
SC: Yes please.. I want to talk to someone who knows how the business needs to be run.
GM: Fine sir let me transfer you.....
................................
ME: Hi, this is Eben56, can I help you?
SC: I was supposed to be transferred to someone in corporate.
ME: You were.
SC: ?????????????????????????????????????????????????? ??
ME: I'm from the home office and GM's boss. Can I now get your CC number or do we just cancel the test.
SC: Visa XXXX XXXX XXXX XXXX exp XX/09
ME: Thanks, The tech will be there in the AM. If you send us the credit app. I am sure we can get it approved before the needed repairs.
I hate having to go to places around the country when there are problems. But occasionally these gems come up.
(I often do not LOOK corporate when at a division. I like to be comfortable and wear the company uniform and sneakers)
Too long I know.
Not terribly sucky but a lot of fun on my part.
I was at this particular location filling in and doing some troubleshooting and training. We had had a problem with the service foreman who ended up walking out. I am kind of the lead guy in the company when it comes to our manufacturing and service software and procedures, so Eben56 had to leave his home, wife, and cat to spend a couple weeks in New Hampshire.
WE also have a policy at our company that if the phone rings, it does not matter who you are, you answer it and handle the call.
(some of this is hearsay from the GM at the location)
SC: Guess
ME: The one and only
GM: Location manager
(edited for brevity)
ME: Thank you for call TEAM ***, this is Eben56. How can I help you?
SC: I just talked to your service guy and he quoted me about testing my Backflow preventer (State law every two years). I got no problem with the test charges but the mileage seems a little excessive.
ME: Yes sir, I can see how that would look, but gas is very high now, and if you will notice, we do not charge our hourly labor for the travel, just the mileage.
SC: Can you do any better, we are a big company and will want you to do more of these.
(While listening to him, I google his business and do a D&B check. They are legit and a fairly good credit risk)
ME: OK, How about a flat $30.00 for travel (regular chg about 47.00)?
SC: OK sounds good.
ME: If you will give me a fax number, I can send you a credit app for future business, but for this call, I will need a CC number.
SC: WE only pay after the job.
ME: I understand that sir, and we will not charge you until our tech returns with the signed work order.
SC: No, we only pay after the entire job. I am pretty sure there are going to be repairs needed and we will only pay after receiving a bill sent to corporate.
ME: I'm sorry sir sir, you do not have an account with us so I am afraid I must ask for the payment with either cash, check, or CC upon testing.
SC: WE don't do that.. You don't understand, we are a big company and we must be billed.
ME: Sir.. If Walmart called right now I would say the same thing. Until you set up an account, you are COD.
SC: Let me speak to the manager.
ME: OK
GM: This is GM, can I help you?
SC: I just talked to one of you employees named Eben56 and he says all our work will be COD until we have our credit approved.
GM: That is correct.
SC: WE a very big company, we don't do business that way.
GM: I am sorry, but without approval from the corporate offices in Maine, we can not extend credit to anyone who does not have an account with us. It would only take a couple or three days to set up an account if you would like to send us a credit app.
SC: I don't have 3 days, I need this BF approved now or I could face a fine.
(the truth begins to come out, A NH inspector gave him 10 days to get his cert. He has now waited 8 of those 10 days)
GM: All we need is a CC or a check.
SC: I need to talk to someone with authority.
(My personal belief is that he does not want to go to HIS corp and admit he screwed up)
GM: Would you like to speak to someone from Corporate?
SC: Yes please.. I want to talk to someone who knows how the business needs to be run.
GM: Fine sir let me transfer you.....
................................
ME: Hi, this is Eben56, can I help you?
SC: I was supposed to be transferred to someone in corporate.
ME: You were.
SC: ?????????????????????????????????????????????????? ??
ME: I'm from the home office and GM's boss. Can I now get your CC number or do we just cancel the test.
SC: Visa XXXX XXXX XXXX XXXX exp XX/09
ME: Thanks, The tech will be there in the AM. If you send us the credit app. I am sure we can get it approved before the needed repairs.
I hate having to go to places around the country when there are problems. But occasionally these gems come up.
(I often do not LOOK corporate when at a division. I like to be comfortable and wear the company uniform and sneakers)
Too long I know.
Too funny! It was great how the SC shut up and let Eben56 take care of business.
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