That, but then there's that first lady from your link. She didn't want to fly Southwest. She wanted to fly Delta at Southwest's prices. Ain't gonna happen, and everytime she gets on a Southwest plane, and it's not Delta, she's going to be pissed.
That's being an asshole.
We have clients who get pissed and think they're getting poor service when they're late for their appointment and have to reschedule. They think they should be seen anyway and screw scheduling and other clients. That is also being an asshole.
Oh, yes, those assholes are everywhere.
It was worse when I was at AIG, dealing with peoples' money. They're stressed to begin with because a) It's their retirement money! and b) "We don't understand what we did with our retirement money!"
Retirement funds (IRAs, Variable or Fixed annuities, etc.) are restricted by certain tax laws so that they are, in fact, around when you retire. There are penalties for early withdrawal...the company doesn't assess these penalties (well, they do assess penalties, but that's a whole different issue), the gummint does.
Yet time and again we'd get people who'd yank their IRA before they were 59 1/2 (the age at which the IRS says "You can use your retirement fund without additional penalties now") then demand that *we* pay the IRS, not them!
"I don't think it's fair that the IRS does that. It's *my* money!"
"Yes, ma'am, I certainly see your point."
"What are *you* going to do about it?"
Um...NOTHING YOU FUCKING HORRIBLE HAG! We didn't assess the additional ten percent TAX penalty, the TAX PEOPLE DID!
"I don't think you're providing very good customer service, then."
And I don't think you're providing anything useful to the gene pool. Please step into this soundproof Death Chamber and do one good thing for humanity.
Thing is? A lot of times I can't give them what they want, as in am prohibited by laws.
Oh, yeah. I ran into that a lot at my last job with trademark and copyright laws. When that happened, I would just repeat, "I'm sorry Customer, I'm afraid I can't do that."
I would just repeat, "I'm sorry Customer, I'm afraid I can't do that."
Oooh. I'm so doing this from now on. It will soothe my nerves.
I like to say it with a politely monotone voice and a crazed, murderous glint in my eye.
The other thing I think Joel on Software may have over simplified is the rude waiter/old lady/owner sitch. If the lady has been coming there forever, she may have the waiter/waitress she likes and likes how they handle her. Now other waiter probably has his own way that his regulars like. Now because Mike didn't treat her like Julie always does, Mike was rude.
And I don't think saying, "Huh. We've never had a complaint about him." is out of line. If the guy actually blew up, that's another thing, but let that lady think that the waiter is the one with the problem and you've done no one, except maybe Julie, any favors.
I like to say it with a politely monotone voice and a crazed, murderous glint in my eye
Will practice this tonight in the mirror.
When dealing with things the customer wants but that I cannot provide (such as illegal things or things that are physically impossible) I like to say it once and then respond with silence the rest of the time. Drives them nuts.
"I want you to kill a man and send me his head."
"I can't do that, sir, it's illegal."
"But I want it!"
...
...
...
...
"Hello?"
"Yes, sir, can I help you with anything else?"
I felt so sorry for the fast food guy in
Fast Times at Ridgemont High
who got fired when the asshole customer complained....
Heh. They just had a story on NPR where they basically said the problem with hybrid cars is that they need more cowbell.
