I often have to be super patient and kind, even when I don’t exactly want to be.
It is a known rule and patron repair by the patron is essentially always right.
It’s virtually impossible to keep customers if every one of us doesn’t make sure they are ecstatic and content. There are a lot of ways that a discontent patron can retaliate, especially now that there is the internet and social media. Business could be over if one disgruntled patron easily decides to start a smear campaign against the business. I had a residential heating machine repair on Monday and it was my last task of the day. It had already been a terribly busy day and I wasn’t looking forward to another furnace machine repair. I was hopeful that the task would be over in a rush, so I could go home before it actually became dark. The patron was totally frustrated when I arrived, but someone on the cellphone told her that I was going to be there at 2 p.m. and I did not arrive until 4 pm. I apologized to the patron for the misunderstanding and I assured her that I was still helping someone else at that time. The patron told me where the heating machine was located. She had boxes and bags of garbage pretty much everywhere. I barely found my way navigating through all of the junk in the residence. I identified the issue with the heating machine and I went out to my truck to write an invoice for the estimate. I came back into the customer’s residence and she had a meltdown when she saw the estimate. I don’t even understand why she thought the task was going to be super cheap.