BG: working again, and in another retail setting, that has coolers for beverages. We were low on product, so had to order more.
On March 1st, I called in an order to a particular vendor, and the CSR I got on the phone was a nice guy, we chatted, he told me some specifics about himself, and was all "oh, lalala, I know the area you're calling from, been there, etc, etc" You know, creating a rapport and all that jazz.
After I placed the order, he tried to upsell me on some of their newer products "oh this is a wonderful drink, we've got it in two flavors, people really like it, can I interest you in a case or two?"
I said "no, sorry, right now, we're just restocking what we're low on or out of, because inventory is coming up. Maybe after inventory is done, in April
, we'll reexamine it.
Order is placed, and delivery is promised the following day. The next day, it does arrive, right as I'm leaving, so bossman signs for it and doesn't doublecheck it at all. Ok, fine, sure.
I return to work after my days off, and check the cooler, which has been restocked while I was off and...hey, 2 new products...the same products I specifically said I didn't want...
Call the company, and end up not getting a person, so I leave a message, explaining the issue and wait for the promised callback. Nothing. I leave for the day, and bossman promises he'll let me know if they call (after apologizing for not checking the order and just signing for it!)
Yesterday, call again. STILL no person, STILL no callback after another message left.
Starting to get annoyed now. And you don't want an annoyed Lupo calling you on your mistake. Really, you don't.
This morning, I call AGAIN. Keep calling until I finally get the operator. She said she got the messages, passed them along and no one must have called. So I waited and she said she'd pass it to the CSR again and he'd called me back. If I heard nothing in the next half hour, call her back.
Just got off the phone with the rep a few minutes ago. Ohai, Mr. Guy I placed the original order from, who gave me his life story, so I know EXACTLY who I'm talking to. Let's call you Tony, mk??
Tony: Hi, Ms. Pazzesco, this is Tony from <Vendor> how are you today?
Me: <chirpily cheerful and sweet> Ohai, Tony! I'm doing well, aside from wondering why you sent two cases of a product I specifically said no to when you tried sell them to me 6 days ago. How are you? ^.^
Me: So, what I need to happen is for someone to come pick up these two cases, and bring a corrected invoice before we can issue payment, mk?
Tony: Well, what I can do is--do you have anything you need on a future order, I mean, next week or something?
Me: Nope, like I told you on Thursday after we talked about how pretty the river is outside this location, we were JUST restocking what we were low on or out of. We're fully stocked for the next few weeks. I need a corrected invoice, please.
Tony: Ok, well...I can have my driver swing by and pick those up.
Me: AND bring a corrected invoice. I can't receive any of this product or submit payment to corporate without an exact, correct invoice. They tend not to like having to pay for stuff that's not on the PO.
Tony: Ok, he'll bring the corrected paperwork and credit information.
Me: Oh, thank you SO much, Tony, that's fantastic. Now, when can I expect him? Tomorrow? Friday?
Tony: He should be by this afternoon, actually.
Me: Great! And if he's not here by the time I leave, Store Manager - who's been kept apprised of the situation and knows exactly what's going on - will be here to take care of that. If not, I can reach you at <I glance at the Caller ID> 123-4567, correct?
Tony: Uh...yeah, that's my direct extension, yes.
Me: Wonderful. Thanks so much for your help, you have a great day now!
Tony: Um, thanks...you, too...
I hang up, lean back and grin, and store manager has been watching the whole thing. He told me that was BRILLIANT and even though he could only hear my side, he was squirming.
Really, why try the whole bonding/rapport thing, then try to sneak in a couple cases to something I said no to? Didja think that I'd get so close to you in that 5 minute phone call, I'd let you get away with it? Really? Dude, go talk to my boyfriend, mk? We've been together over a year, and that shit don't fly when he tries it. You lose. I win!!