Lost My Soul Today...LOL

[Perky]

Had I not been overtired, and feeling a little beaten up by clients recently, I probably would have been able to diffuse this situation better...but instead, I ended up hanging up on a consumer.  LOL

She called our office yesterday demanding that we give her info on a house for sale - it was listed by one of our franchise affiliates.  The only problem was, it was in an area that I am totally unfamiliar with, as it is not in our market AT ALL.  It is two counties away from me...and I've only been there to pass thru on my way to somewhere else.  Anyway, she was frustrated that nobody was willing to help her. (so she said.)  I told her I would do my best, and if I could find an agent to help her I would, and if necessary, I would do it since I'm licensed in all of PA.

She told me this house was right on Route "123" and it was the Main Road thru the town.  Neither our secretary nor I was able to find any homes listed on that road...either thru our franchise or on realtor.com.  I asked her if there was another name for the road...I told her how many people around here know Rt 590 as Rt 590, but on maps it is called Purdytown Turnpike.  She didn't know.

I explained to her that I was on my way out with customers but I would be happy to try and find the property for her.  I told her that due to my schedule and previous appointments I would not be able to call her until Sunday afternoon - today.

I had appts. today and when I got back I called her. I had found her house - it was not on realtor.com or the franchise site because it was pending.  She flipped out, telling me she already knew, thank you very much, and she had no idea how we could sell real estate with our crappy customer service.

WTH?

She said she found the listing herself (and I said is it on North Something Avenue?) and she snapped YES, it's Rte 123...and I interrupted and said "Well that's why we couldn't find it yesterday, and why I asked if you knew another name for the road...)  "Well all you had to do was look on a MAP and there it was..."   I was starting to get impatient.

I said "I am sorry you are frustrated. You need to know that this is not my area, and each office is independently owned and operated.  I can not take responsibility for what the other office did or didn't do - but I am trying to help you." 

She said she wanted to know if the house came back on the market, and I asked for her email address.  She refused to give it to me and her tone was so rude that I said "You know, we're done. I have spent time with you on a Sunday afternoon because you needed help.  You are not my customer, I don't even know this area and I spent a bit of time finding this listing, and I'm frankly peeved that all you can do is yell at ME."

She said "you said you'd TRY to be a realtor even though it isn't your area but you are just like the others..." and at this point I had enough.  I said "Obviously, this isn't working.  I have better things to do on a Sunday afternoon than try to help someone who is yelling at me because of someone else.  Good luck, and good day."

After I hung up, I figured...a cooler head would have let her rail on me, then been all sympathetic....but I seriously tried.  I had it after she just wanted to gripe and bellyache....I don't have patience for that.  I am not interested in being someone else's whipping boy.

[Jennifer Allan]

Perky - She's a crazy-woman. Her life is one long, never-ending confrontation and disappointment. She is to be seriously pitied...

You did your best!!!

[Chuck Capan]

I think you did the right thing

[ChicagoSoul]

My hat is off to you for not taking another minute of this garbage. I tend to be too patient, so I applaud anyone who puts someone in their place.

Can you imagine the hell she will give the agent she ends up working with?

[Perky]

I could understand if she just wanted to gripe a little about the other office...but she kept lumping ME in with it...YOU this and YOU that and YOUR crappy service...I was like..whoa, what in blazes and I doing listening to this stuff?

I'm glad to know it wasn't necessarily unsoulful.  Cause I felt a tad guilty for hanging up on her...but my son had overheard me and he said "Whoa, that's what you get when you mess around with Karen Rice!"

 

[Bill Saunders]

I like your son's take on it. Maybe that can be your new jingle? It can have a positive ring to it...LOL

I think she called me on Friday. She had left messages that no one got, left emails that weren't on the site, and I was getting chewed out because of this. I told her (in my best voice) after being railed for about a minute, "Well, Ma'am...I am sorry there seems to be a problem..." I was interrupted by a smaller gouchathon, and said, "well Ma'am, I am on the phone with you now and I will be very to help you."...another grouchfest..."Ma'am I am trying to help you." I looked at the now wide-eyed friend that had come in to visit for a bit and mouthed silently, "BI*CH!"
My friend is a rather dignified Executive Director of a city Volunteer organization. He was educated in Great Britain and has just a wee bit of an English accent which of course adds to the dignity. They do not look so dignified when Coke comes out their nose laughing.

[Chuck Capan]

Bill-

You meant Coca Cola, right?  Just checking..

[Bill Saunders]

I hate that when it happens, Chuck.

[dejaniera]

OUCH...well you did what you had to do...I'm not judging you!

[Becky33850]

I worked in a Disney call center for 3 years. Even there you are told to disconnect the call if the caller is berating you and you can't calm them down.

Caller: shrilly  *&%%^%*&(*&^%$%#$#^%&
Me: 'I'm sorry, but if you keep cursing at me I will disconnect the call.'
Caller: **&^^%%%$^%&^$^#^%^&^%^#^%*^)(*&%^$&^&
Me: 'Have a magical day!'   CLICK


Becky

[Bill Saunders]

And may Mickey find a new place for his wand....

[Perky]

I love that - have a magical day!  LOL

Bill - I SO love that!!!