Disclaimer: This could also be read as "opinions I have formed," as this information was mostly gleaned anecdotally and not scientifically
( Read more... )
Today I kind of yelled at a man over the phone. He had, essentially, called to complain about how we run our business. I told him he would need to call back on Tuesday to reach our office manager in order to obtain a refund on an internet purchase. Despite the fact that I could do nothing for him, he threw a hissy fit. He pulled out my pet peeve - "I guess I'll go to your competitor" - and when I didn't bite, he got madder and accused me of being snotty, and then I broke the "rules" and did everything short of calling him an idiot. I did more or less call him foolish at one point.
I won't get in trouble though because it turned out my boss was there the whole time, so I have already been forgiven for losing my temper. He just said, "Don't give them the satisfaction."
People really crave validation. It's the other thing I've learned from this job, which if I were bothering to write a proper list, would be number 8, or something. Seems to me what that guy on the other end of your phone wanted, more than his money back was a pat on the head and for you to say "Yes. You were right. You were right about everything. We screwed up. Let me personally give you all your money back, a free purchase, and then blow you."
People want to feel like they matter. People want their essential suspicion that they are the center of the universe backed up by someone. Especially by the fucking staff. I worry, too, that the essential isolating factors of our society and technology will only exacerbate this as time goes by.
I do worry about my company's reputation when screw-ups like the ones I've had this last week happen, and it depresses me that I do. Small businesses suck in this way, and I never meant to get involved in anything to the point that I cared which way it went.
Comments 3
(The comment has been removed)
Reply
I won't get in trouble though because it turned out my boss was there the whole time, so I have already been forgiven for losing my temper. He just said, "Don't give them the satisfaction."
Reply
People want to feel like they matter. People want their essential suspicion that they are the center of the universe backed up by someone. Especially by the fucking staff. I worry, too, that the essential isolating factors of our society and technology will only exacerbate this as time goes by.
I do worry about my company's reputation when screw-ups like the ones I've had this last week happen, and it depresses me that I do. Small businesses suck in this way, and I never meant to get involved in anything to the point that I cared which way it went.
Blergh.
Reply
Leave a comment