Customer problem

[Anonymous]

I guess I've been fairly lucky to date with very few customer problems. Today a woman starts screaming at my attendant that we are using recycled water. I only wish with what I pay for water and sewer. The attendant calls me and suggests I talk to the woman, no problem. She gets on the phone and gets nasty and then hangs up. The attendant calls me back and we discuss it. I tell her if the woman (about 6'4" 250 lbs) causes any problems just call the police and have her removed. 10 Minutes later she calls me back that the woman is telling everyone we use dirty water. I ask to talk with her again but she won't take the phone, I talk to one of the other customers on the phone and explain the situation. I tell the attendant I'll be there as soon as I can.


I get there and the woman immediately gets nasty. She tells me she is going to complain to the town inspectors (whoever they are?) and have me shut down. She then shoves me, which is the end of the line. I call 911 and report her, she goes out to her car and leaves - and I give the police the plate number. Office shows up and tells me he will put her on a no tresspass list and make an appointment for her to come with a police officer to get her clothing at 9:00am. Figure that is it for today. Go home and 30 minutes later get a call from a different officer saying she called the police that someone took her laundry. I explain the situation and he says he cannot take a report over the phone, if I want to refute her story I need to come down. I explained that would not be possible and the other officer has the full report. He said he will check with him but wanted to know if she could get her laundry. I told him yes, but she may not dry it. Had the attendant unlock it and give it to him. Let's see what tomorrow brings. Customers suck!

[Anonymous]

Kirby,

Some people's children... :(

I used to own a coin shop, and had a couple of homeless folks who'd walk in looking for trouble. I tried being reasonable with them, trying to let them know I heard them, that I valued their business, etc. I hate to say it, but that never worked, and I tried it several times. Some folks are just going to find something to blow up about. Luckily I had great relationships with the local cops...

Good luck with this one... and don't forget that if you've had few problems with customers before this, you're doing something right!

Cheers,
pk

[pete f]

I had a lady screaming at me on the phone about a top loader not working a few weeks ago. I told her I would be there in 1 1/2 hrs, just use the next machine and I woudl refund her $2 ( 1.50 machine) She starts screaming and cussing. I said " this is the end of this conversation" and hung up.
I got there, the top loader was simply Out of balance, I put the lid down and it spun out. She told me she was doing a load of curtains. I forgot about OOB or may have been able to help he on the phone.

Last nite my cleaning lady forgot to lock the front door, as un-luck would have it someone tried to crowbar thier way into the office sometime in the middle of the nite. They almost made it, would have had a chance to steal some soap... guess they think I leave the keys and money back there.. I spent the day fortifying the door, used some old Super II back covers, they fit perfect. Now I have a metal door..and to think I am considering 24/7 there... And they took a stab at the soda machine,,, F'd up the lock but no entry of other damage.

[Anonymous]

Kirby,
Press charges against the ghetto trash for assault. Then tell her mess with the bull, get the horn.

[Gary C]

I had a lady from Florida come in when she was up on vacation and was a real pain I finialy told her to leave, didn't want to put up with her crap. She was yelling that she was going to sue me for throwing her out. :) I said ya go ahead just get the hell out. Never heard from her again. Some people are just jerks. Don't sweat it. I would have made her wait till the next day to get her clothes.

Gary

[mike]

Ahhh,

the "joys" of working with the public.

I've had my share, (at least)

I am constantly amazed by the number of people who I believe have mental or emotional problems.

I say this in all seriousness, and with the utmost of sympathy for these people who are just not equipped to function at the level required to interact with people.

They are a challenge, but remember, there, but for a turn of fate, go any of us.

[Anonymous]

Don't take any crap,Laundry Pro is right.Don't push too far but use the law to your advantage,the cops can see whats going on.

[Andy]

Kirby, as I read your story I began to have flashbacks of my significant customer encounters, if you will.

I'm going to go lay down for a while.

[PeterH]

I got a call from a customer yesterday. She was not clear at all on the phone. The story fluctuated between the washer being out of balance and that she couldn't get her comforter out. Which machine? The big one close to the wall. OK, that's the 55# that has too much grease in the door handle, so push in as you turn it. It won't open. Is the light off on the front? I don't know, I just want to get the comforter out...oh wait, we got it, it's real wet and didn't spin out, thank you (click)...

Sensing something wrong, I leave the real job, hop in the car and head for the store. I couldn't believe what I saw. The stainless steel front of the washer was still attached at the bottom, but the top was pulled out of the front of the machine. The timer was hanging by the wires. Not a soul in sight. The Korean dryclean next door came over, but I couldn't understand what he was saying. I did figure out that the customer wasn't washing a comforter, but more like a mattress or futon!!!!!!!!!!!!!

Best I can figure is that my beautiful new 55# Gen6 Wascomat took the futon, got it nice and wet, went into spin and did indeed act out of balance. Someone must have jimmied the front panel out of the the 2 guide pins at the top to get to the timer to crank the indicator to the off position. How they got the timer out, I have no idea, but the screws that hold it in were removed without stripping and sitting on the top of the machine. Took me about 2 hours to put it all back together. The front panel wasn't really bent and now fits cockeyed on the machine -- I need new guidepins at top and a nut for the front panel at the bottom. Ran the washer without a load, and it ran no problem. As soon as I was done, someone came in and loaded the machine up. I decided to wait and see. When the machine went to spin, the machine and the base started bouncing and making a terrible wracket. Torqued the machine back down onto the base, torqued the base to the floor. It's still pretty rattlely.

I think I'll take the noisy and obnoxious over the silent and deadlies... Too bad they all weren't electrocuted when they had their hands on the timer...

[BWJR]

About a year ago I had a situation in my store that i will never forget. On sunday i hit my store early about 8 AM to do the necessary things and make sure everything is running on a busy day. I noticed that two Middle East guys were waiting in front of the 50# Unimacs. Both machines wer running and my mistake was to not check the dial on the cycle. During that period of time i was unattendant and I had a night guy come in at 9:00 PM every night to close and clean up. I received a phone call at about 9:15 from my guy , saying that the 50# macchine was running and the customer could not get his clothes out. I came out to the store and when i got there the same two guys from the Middle East were there waiting for their clothes. I went to open the top up after I shut both machines off and i burnt my hand. The machine was so hot that you could have fried an egg on it. Not only could this have burnt the motors out and many other parts, it also could have started a fire. Never in my 22 years have i ever seen anything like that. I understand during the 13 hour wait that they came in about 5 or 6 times to see if the clothes were done. Never said anything to any other customers or to the guy next door at the Pizza shop.

Top that one.

BWJR

[Gary C]

I hope I will never be able to top it

Gary

[Anonymous]

BWJR,
You could have had them deported under the Patriot Act.

[mike]

Deport them to me !

They said nothing ! The "perfect customers" !

I wish mine would learn how to stay silent.