I must be the meanest, most heartless groomer in the world...
Anyway, I take a phone call and it's a woman calling to say she'd be five minutes late to her appointment. Mind you, she's calling at her scheduled appointment time. Now she wasn't my client, but her groomer was jam packed with dogs today. I'm talking 15 or so dogs on her schedule. So I tell her to hold for a second while I speak with her groomer. Tell my coworker her 12 is gonna be late and she tells me to tell her reschedule. I'm more than happy to, seeing as no call/no show, call when I'm supposed to be there, or blatantly late clients is the bane of my existence.
So I let her know that unfortunately, she would have to reschedule as she is late for her appointment and her groomer had an absolutely packed schedule. Well, this was obviously not what she wanted to hear.
"But, my appointment is at 12"
"Yes, I understand, but you are technically late for your appointment and your groomer is fully booked up for today"
"But I confirmed my appointment and made it yesterday, I-I'm in the parking lot right now. I don't understand why I have to reschedule, I want to speak with -groomers name-. I'm here for my appointment"
Me, losing my patience, "again, you are not physically here for your appointment, there for you're late. You're welcome to discuss this with your groomer when you walk into the store. Ok, thank you, buh bye".
I informed my manager of the situation and she agreed to handle it. About 10 minutes after I hung up (oh gee, sure is a long time to turn your car off and walk in the store), she walks up and opens the door to announce herself while I'm helping another customer. We only allow one family/customer at a time in the check in cuz of covid.
"Hi, I'm here for my appointment with (let's just call her...Julie)"
"Hi, yes, I'll just have you wait outside on the line and I'll be right with you"
"Yeah, but I'm here for my appointment, with Julie at 12"
Not being the best customer service representative tone, "yep, I'm helping this gentleman right now, so can I please have you wait outside? Thank you"
She huffs and waits outside while I grab my manager. She wanted me there in case this lady tried to lie about anything and I was fine with that. So she gets called in, do the whole back and forth about why she's being rescheduled. In my mind I'm thinking "what part of you being late do you not understand??". As she's explaining herself, she had the AUDACITY to say "it's only five minutes, it's not a big deal you know? That's what I was trying to tell HER" as she points at me.
At this point because I was getting heated, I decided to go in the back before I Spartan kicked her through the glass door. What really got me at the end of all this, was that JULIE STILL TOOK HER DOG IN. I...I had no words.
I asked my manager why she doesn't just turn people like that away and her response was "well, people like that turn into complaints". Plus she said the lady even joked with her, saying "oh, well I was actually 10 minutes late, teehee" and getting on me for her being late. Ugh
Maybe I'm just too impatient of a person to understand why these people get rewarded for their behavior. Any other day I wouldn't have seen a problem with this lady being "5" minutes late (she was actually 15 minutes, but you get the gist). Just the fact that this groomer had such a large volume of dogs, made me think she would want EVERYONE to be on time.
I really am just the biggest meanie McMeanie groomer
Anyway, I take a phone call and it's a woman calling to say she'd be five minutes late to her appointment. Mind you, she's calling at her scheduled appointment time. Now she wasn't my client, but her groomer was jam packed with dogs today. I'm talking 15 or so dogs on her schedule. So I tell her to hold for a second while I speak with her groomer. Tell my coworker her 12 is gonna be late and she tells me to tell her reschedule. I'm more than happy to, seeing as no call/no show, call when I'm supposed to be there, or blatantly late clients is the bane of my existence.
So I let her know that unfortunately, she would have to reschedule as she is late for her appointment and her groomer had an absolutely packed schedule. Well, this was obviously not what she wanted to hear.
"But, my appointment is at 12"
"Yes, I understand, but you are technically late for your appointment and your groomer is fully booked up for today"
"But I confirmed my appointment and made it yesterday, I-I'm in the parking lot right now. I don't understand why I have to reschedule, I want to speak with -groomers name-. I'm here for my appointment"
Me, losing my patience, "again, you are not physically here for your appointment, there for you're late. You're welcome to discuss this with your groomer when you walk into the store. Ok, thank you, buh bye".
I informed my manager of the situation and she agreed to handle it. About 10 minutes after I hung up (oh gee, sure is a long time to turn your car off and walk in the store), she walks up and opens the door to announce herself while I'm helping another customer. We only allow one family/customer at a time in the check in cuz of covid.
"Hi, I'm here for my appointment with (let's just call her...Julie)"
"Hi, yes, I'll just have you wait outside on the line and I'll be right with you"
"Yeah, but I'm here for my appointment, with Julie at 12"
Not being the best customer service representative tone, "yep, I'm helping this gentleman right now, so can I please have you wait outside? Thank you"
She huffs and waits outside while I grab my manager. She wanted me there in case this lady tried to lie about anything and I was fine with that. So she gets called in, do the whole back and forth about why she's being rescheduled. In my mind I'm thinking "what part of you being late do you not understand??". As she's explaining herself, she had the AUDACITY to say "it's only five minutes, it's not a big deal you know? That's what I was trying to tell HER" as she points at me.
At this point because I was getting heated, I decided to go in the back before I Spartan kicked her through the glass door. What really got me at the end of all this, was that JULIE STILL TOOK HER DOG IN. I...I had no words.
I asked my manager why she doesn't just turn people like that away and her response was "well, people like that turn into complaints". Plus she said the lady even joked with her, saying "oh, well I was actually 10 minutes late, teehee" and getting on me for her being late. Ugh
Maybe I'm just too impatient of a person to understand why these people get rewarded for their behavior. Any other day I wouldn't have seen a problem with this lady being "5" minutes late (she was actually 15 minutes, but you get the gist). Just the fact that this groomer had such a large volume of dogs, made me think she would want EVERYONE to be on time.
I really am just the biggest meanie McMeanie groomer