Trouble's A Brewin'

[Getoutofmylobby]

Experience tells me to be perfectly clear with customers over the phone when they make reservations. Obviously to prevent catastrophic misunderstandings. Usually it works, sometimes it doesn't.

Lady: I'd like to reserve a room on ___ please.
Me: Sure, it appears as if we only have rooms with a single king bed nonsmoking available for those dates.
Lady: I will have 4 adults traveling with me, a king bed will not suffice. (who says "suffice?")
Me: I'm sorry it looks like all our doubles are booked. We have a location 4 miles away that may have some if you'd like their number.
Lady: No.
Me: Ok.. uh... Would you like to reserve that king size room?
Lady: I assumed that was why I was calling.
Me: And you understand that this room has only one bed in it.
Lady: We will just deal with that when the time comes.
Me: (sigh)
Lady: My address is... (gives info)
Me: So I have Mrs. ___ arriving on ___ staying in a SINGLE KING ROOM nonsmoking at the rate of ___, is this correct?
Lady: Yes.
Me: Do you understand that a double room may not be available on the day you check in?
Lady: We plan on checking in in the early afternoon, i'm sure a double room will be empty then.
Me: But if they are all reserved with a credit card we still won't be able to give you one.
Lady: I'm sure your manager on duty will see it differently.
Me:

Sure enough, i'll be working that day and chances are i'll be the MOD as well.

[Cedophile]

Lady: I'm sure your manager on duty will see it differently.

If you're going to be the MOD, you're probably not going to see it differently from yourself, right?


Good luck with that one!

[georgiab]

yeah no good is coming from this situation..Keep us posted!

[Antisocial_Worker]

Indeed... When was this reservation made for? Months ahead, or can we hear about the resolution sooner? I can sense the trouble a' brewin' also...

[Becks]

Lady: I will have 4 adults traveling with me, a king bed will not suffice.

Well, it depends on how friendly everyone is.

[DigitalEyes]

Is there anything worse than an idiot who revels in their own obstinacy? I can't believe she snubbed an opportunity to be accommodated, with your help, at a location 4 miles away! Maybe you should video tape her arrival. It's bound to be good for some laughs. I feel for the poor schmucks traveling with her. Maybe they'll get the cots and make her sleep on the floor.

[Food Lady]

Isn't it the essence of customer suckiness? That assumption that any and every employee will submit to the SCs will despite policies, safety issues, or even logical possibility? Now, where is that popcorn-eating smiley?...

[SCSlave]

I tried to attach the pop corn smiley to this thing...dunno if It works..or even how to post it in messages...but it's worth a try.


OH I hope you ARE the mod. She thinks she will get somewhere with the 'manager'...imagine the look on her face when she finds out it's the very person who booked her reservation to begin with. I can't wait to see how this one plays out.

[Rapscallion]

I've approved the attachment, so it should be visible now - cheers!

Rapscallion

[SCSlave]

YAY! Thank you.

[Mr. Rude]

THIS should be a smiley ...OT I know, but had to say it

[Hobgoblin]

I don't suppose it's possible to attach a note to the account, is it?

When I have customers who are extremely angry about something I've asked them for (such as their ID), I generally attach a note to their account that says to ask them for ID everytime they run a transaction on that account. I'm asking for it to make sure someone else hasn't stolen your card or to make sure they aren't trying to steal your store credit. Don't get pissed at me for that.

So now there a bunch of people that get asked for ID every time they do anything in our store. It's awesome.

[Mongo Skruddgemire]

Sure enough, i'll be working that day and chances are i'll be the MOD as well.

Well then you will have the satisfaction of totally pwning that asstard.

M

[Getoutofmylobby]

She checks in tomorrow.

And we do have a way of taking notes on reservations. Usually it's for reserving a rollaway or to note a request. I would use it to warn my co-workers about problem people except that it would be pretty easy for someone to lean over the desk and read "WARNING! Customer is a complete douchebag! Approach with caution."

I had one guy do that as i was checking him in. He peered over the desk to look at the screen and saw that i was looking at a website called "Customers Suck."
"Does your boss know you're looking at this?" My reply: He was the one that showed it to me.

Well then you will have the satisfaction of totally pwning that asstard.

M

[DesignFox]

One of my old jobs had a system for making notes on customers, also. It was useful for helping out people who deserved it, and for noting scammers and other miscreants. The problem was, just like getoutofmylobby, you could walk around and view the screen from the other side. Once I was checking out a woman, tried to view her notes, and she came to the side of the desk where you could see, and there was a big note on her account that said she had stolen from us and to keep an eye on her! oooops! I couldn't tell if she had seen it or not...but...it was a close enough call that from then on I always asked customers to stand IN FRONT of the desk if they tried to sneak around to my side. I just made sure to tell them it was for people's privacy since we had all their info. in the system and I'm sure they wouldn't want anyone else coming up and viewing it.