Customer Service III

More from the world of people working with people..

(On the Saturday night of a weekend-long fan-based media convention, we hold a dance for the attendees. A mother comes up to the security office and voices a complaint.)

Mother: “The music is too loud and it’s running too late. I want it shut down.”

Me: “Ma’am, our dance is scheduled until 5:00AM, and we are not disturbing any other events.”

Mother: “Well, there are kids are in there and if this thing is for kids, then there should not be a dance!”

Me: “Yes, this convention is an all-ages event, but the dance is one of our most popular events and we have no intention of shutting it down.”

Mother: “Well, I’m the customer and I’m always right! You should do what I say and shut the dance down! Where is your supervisor? I’ll get him over to shut the dance down.”

Chairman: “Ma’am, what is the problem?”

Mother: “I want you to shut the dance down! There are kids here and they should not be in a dance at this time of night! And this man is not helping. Make him shut the dance down!”

Chairman: “The dance is one of our biggest events. Closing it down would disappoint thousands of our attendees who look forward to it each year.”

Mother: “THIS IS NOT FAIR! I WANT THE D*** DANCE SHUT DOWN AND I WANT IT SHUT DOWN NOW!”

Me: “Ma’am, raising your voice will not help your case. Please calm down.”

(I figure that there is something else going on, and offer her a seat and a glass of water. She sits down calms down a bit.)

Me: “Is there something else going on?”

Mother: “My daughter sneaked out of our hotel room and I know she’s in the dance. I went in there and I couldn’t find her.”

Me: “Is that all? So you wanted us to shut the entire dance down, just to get your daughter out?”

Mother:*timidly* “Yes…”

Me: “Did you actually think that we would do it?”

Mother: “Yes…”

Me: “Why?”

Mother: “Because I always get my way!”
--Not Always Right