I have to ask ? I realize that my job as a site manager is to keep the customers happy to the best of my ability and certainly within reason. Recently I had an incident where another member of the team loaned her truck to a tenant of mine. Great favor and very well received, however the truck over heated
. Now my first initial reaction to this was poor customer this has to be frustrating and we need to get this move and truck of of their hands asap. Moving alone is a chore who needs moving truck problems on top of that??? Much to my despair the customer contacted the manager of the other location since it was her truck.From there things went down hill.I guess the manager of this other location told them they need to get water in the truck right away and get it back to her property asap as it was going out again!!!!
My tenant refused (thank goodness ) at which time according to the tenant she was cursed by this other manager!!!!
My husband and I jumped right in the middle and took care of the truck the customer the move the everything and satisifed the customer who had every right to be frustrated. Now here is the question. Should I have called the owners??? I resolved the situation with the customer but I am thinking you can NEVER talk to a customer this way EVER!!! At the same time it is not like she is a newbie and does not know the rules(sorry all Newbies, no offense) I dont want to be the mouth and I DONT want to turn the other cheek either. What should we do when we are forced into a choice like this, do we always call in a customer complaint that allegedly involved verbal abuse by any member of our team? Or if we feel we made the right moves toward reassuring the customer and resloving the problem do we leave it there? What would you have done?
