I've never tried anything by DBLiquids, so I'm going to give this one a shot:
Today was crazy. The Saturday before Christmas always is so no surprise there.
I get paged up front. I'm in the back of the store helping a customer find a gift for his mom, so I call and let them know it will be a couple of minutes. I help the customer, and one of my regulars lets me know there is a grumpy lady up there that wants to talk to me. I thank her for the head's up. (I love this particular customer).
I run up there and ask "How can I help." The customer lets me know that she had been at the other store in our town last night and they had called our store looking for a specific item. Whoever took the call last night told them that we had it in stock. This customer came in this afternoon and went to the register to enquire about item. My assistant manager was running the register at that time, and told her where to locate it. The customer didn't see it, went back to the register, and asked again. This is where I got a fuzzy response from the customer. She said that my assistant said something along the lines of "whatever." And that's when she demanded to see me. I asked many questions of the customer trying to clarify exactly what happened and went to look for the product myself. Unfortunately, although we had a lot of the general product she wanted, we didn't have the exact one. I apologized profusely and calmed her down and after whining about what a big inconvenience it had caused her she eventually left.
Now I need to clarify here. We don't hold products. Ever. For anyone. I will hold something for the time it takes for you to travel here, even if it's a couple of hours away, but we don't hold overnight.
I didn't think anything more about it until about a half hour later, my assistant manager and I cross paths. It didn't even occur to me that she had been avoiding me. She sheepishly starts to explain that what the customer accused her of was false. I stopped her and told her not to worry about it, and that the only reason I apologized was to prevent the issue from escalating.
You see this assistant has NEVER had a customer complaint. In fact, multiple times a week I get compliments on her customer service. She is the only one I that have train new hires in how to take care of a customer. She will bend over backwards to make sure EVERY customer gets what they need. Call other stores, order online, call the warehouse. Whatever it takes she will do. There is NO way that what the customer said was correct or right.
I let my assistant manager know this. Her eyes lit up and the weight of the world was lifted off her shoulders. We had an awesome afternoon, and we continued to help lots of customers find a perfect gift.
Today was a good day!