Throw them off

Welcome to the secret shopping blog.

I got to watch an interesting exchange yesterday while riding an airport shuttle bus. A passenger had more than the allowed baggage limit. The driver told the passenger that there would be an additional bag charge. The passenger was quite clear that she was not paying additional baggage charges. So the driver took the lady’s bags off of the van and told her to get out. She said she had no other way to get to the airport and that she was not paying extra. He said he had a schedule to meet and had no time to argue and told her she could not ride his bus. The lady got pretty mad about it and walked briskly to the dispatch office. She must have agreed to pay the charge, because the driver talked on is radio for a second or two and put her bags back on the van and drove us to the airport.

I was not so close to the action that I could tell you if there may have been another way to handle the situation. One usually doesn’t want to create a confrontation with a customer, but the driver may have thought he had little other choice. There are times that a customer needs to be brought down a few notches in order to be able to do your business. Sometimes this can backfire in your face. I am sure she will make a complaint to someone. But it may be that in some cases, it is better to make a customer angry than to disrupt your operation or violate policy that needs to be enforced across the board.

Exercise caution when you confront a customer. In this case the lady calmed down and took her ride to the airport. It doesn’t always work out to have an angry customer on board.

Bye for now, Tron

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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