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Had a customer call in today. The moment I answered the call he began a long, rambling story on how his glass is broken, he cannot drive it because it is illegal in his state to drive with damaged glass, he is losing so much money because of this, he doesn’t have time to deal with this and he doesn’t know what to do but his insurance transferred him to us, he is supposed to give us his policy number and we take care of the rest so here it is. He mumbled some numbers, I could hardly understand him. Dude took 3 minutes to explain all this and then repeated it once more before I could even get a word in.
I offered sympathy and explained what I actually needed to get from him, and then I would set him up with a shop to fix the damage.
He immediately says all I need is his policy number and mumbles it a 2nd time. I explained it was one of the things I needed but I would also need a bit more.
I start asking questions to get the claim going and he launches right back in to how much money he is losing and why is this taking so long. Seriously dude?? We would be done by now if you would just let me do my job.
14 minutes into the call, I ask what happened to cause the damage. He spent several more minutes explaining. He repeated himself 4 times, yes, FOUR TIMES, seemingly without pausing to breathe, and as he began explaining for the 5th time I finally said “Sir, you don’t have to convince me. I believe you.” He replied, “Well I am just trying to explain to you that we have weather here!” We all have weather, Buddy. I believe you. Chill out and stop trying to sell me on your story.
I locate a shop that can service his vehicle Monday. He throws a fit saying our commercials are misleading, we make it sound so simple, and why can’t he get this taken care of today?Today, at 4:30pm on a Thursday……sure Bud. Right away. Might I add, the damage happened last weekend. Had he called earlier it would be done by now. He needed back glass, not a windshield. The part needs to be ordered. This seemed to agitate him even more. His 2007 BMW “is almost brand new” and he is losing money every day he cannot drive. He finally decided on a mobile appt next Wednesday. This took several more minutes while he decided which was most convenient for him.
I am not deaf. You don’t have to talk louder each time you answer the same question.You don’t need to sell me on what happened. The entire call took 27 minutes. I could have finished it in less than 1/3 of that time if he hadn’t been so full of self importance and had just listened. For someone who couldn’t afford to be wasting so much time…….he honestly made the call 3 times as long as it needed to be.
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