Lady calls in because they need new fuel injectors on their truck (note: the car involved was a big SUV with all the bells and whistles, probably $45,000 when new). They can’t afford this repair and are seeking a discount from us. After a review, I determine that they don’t qualify for assistance; this was basically a maintenance repair.
Lady then gives me a big sob story on how she just broke her hand and needs surgery and physical therapy which will cost a lot of money and they just can’t afford to pay for this repair on top of everything else. As she tells me this, I can feel/hear her working up to major Drama Queen mode. I know she can tell this isn’t going to go her way…her whole attitude changes. She gets all breathy on the phone and she even manages to work a quaver into her voice. I tell her I’m sorry to hear about her injury but she just doesn’t qua--.
She interrupts me to tell me that she is just sooo worried and upset over how this conversation will go that she’s actually physically shaking! (Ooooh Noooo!! Anything but that!) I repeat that I’m sorry she’s got these expenses but she just doesn’t qualify for assistance. She seems to accept and politely ends the call.
A couple of days later I check the file out of curiosity, see that she got a young man on the second call (I knew who he was and he was just barely out of high school) cried for him and he gave her a discount. I’ve never been so disgusted. I knew she was manipulating me but he fell for it hook, line, and sinker.
Lady then gives me a big sob story on how she just broke her hand and needs surgery and physical therapy which will cost a lot of money and they just can’t afford to pay for this repair on top of everything else. As she tells me this, I can feel/hear her working up to major Drama Queen mode. I know she can tell this isn’t going to go her way…her whole attitude changes. She gets all breathy on the phone and she even manages to work a quaver into her voice. I tell her I’m sorry to hear about her injury but she just doesn’t qua--.
She interrupts me to tell me that she is just sooo worried and upset over how this conversation will go that she’s actually physically shaking! (Ooooh Noooo!! Anything but that!) I repeat that I’m sorry she’s got these expenses but she just doesn’t qualify for assistance. She seems to accept and politely ends the call.
A couple of days later I check the file out of curiosity, see that she got a young man on the second call (I knew who he was and he was just barely out of high school) cried for him and he gave her a discount. I’ve never been so disgusted. I knew she was manipulating me but he fell for it hook, line, and sinker.
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