Early in April, I was working with a mom and daughter to set up a driving test. While processing the test, the phone rang:
She called to ask when her teen's next lesson was scheduled, but she didn't really care; she just wanted to reschedule it for an earlier date. I looked up the file and told her the appointment was two weeks out. With a thick New York accent, she asked me if we could move it to some day next week.
I couldn't help but chuckle. People start booking lessons during spring break at least three weeks early. Once Spring Break fills up, families start a mad rush to Saturdays and after-school times. Finding a lesson a week out was nearly impossible. I told her that we are currently booking the end of the month but I would check. She changed her perameters and told me she needed first thing in the morning either next Monday or Tuesday. Additionally, the lesson she wanted to reschedule was 90 minutes long. Scheduling an hour would be hard, an hour an a half would be much harder.
When I checked, we didn't have anything. I told her that I had an opening later in the morning on Tuesday or I had first thing in the morning on Friday. She raised her voice and told me that she did not want Friday, she wants first thing in the morning next Monday or Tuesday.
I replied that we did not have availability on those days and we are currently booking the end of the month. She howled at me accusing me of not listening to her then she said I was "a nasty person over the phone." "Are you the owner?" she asked.
"No, I am just the guy trying to help you schedule your lessons." I replied. The kind mom sitting at my desk looked at me quizically, wondering where the woman on the phone had come from; she spoke so loudly, my customer could hear her.
Just then, my boss walked by. He said, "Sounds like your having a problem, pass that call to me." I signaled that I would--with glee. I certainly did not want to stay on the phone with her longer than I had to. I had a long list of choice words at the ready, but I differed to my bosses wisdom.
I told her that I was going to pass her call to someone else because we weren't getting along. She said, "Good, because you are just a nasty person on the phone and you aren't listening to what I want."
I interrupted her next insult saying, "Please hold for a moment while I pass you on to someone who can better accomodate your special needs," and I sent her call to the boss.
He ended up bringing an employee in an hour earlier than normal to give her what she wanted.
I feel like we rewarded her bratty behavior. No doubt she will exhibit equally atrocious behavior the next time she does not get exactly what she demands; teaching her teen to do the same.
