Oops!

Last night I think I went over. I got into a heated argument with a customer who, after I cooled down and thought about it, thought we were another company. It was his fault. Everything we did, like emailing him and him emailing us back with his flight information and me calling him the night before to reconfirm everything with him, was everything on our part to assume that we were picking him up from the airport last night.

He ended up being with another company so I called and asked him why and he said he'd never even heard of us except for the internet site he initially went to. I explained the emails and phone conversations up until last night when I reconfirmed everything with him over the phone.

He kept denying and I started getting upset and I should have ended it there, but being me, I couldn't let him get the upper hand. So after a while of back and forth said really loud, "Aw, FUCK!!!"

"Excuse me! What was that? Did you just swear at me?"

"I'M NOT SWEARING AT YOU, I'M SWEARING AT THE SITUATION. YOU'RE RESERVATION REALLY FUCKED OUR SCHEDULE UP TONIGHT AND I'VE GOT THE FIRST EMAIL YOU SENT, THEN THE ONE I SENT SAYING THAT I TALKED TO A SUPERVISOR AND WE CAN DO THE TRIP FOR YOU. THEN THE ONE YOU SENT BACK SAYING CALL MY CELL PHONE. THEN THE ONE YOU SENT BACK WITH ALL YOUR INFORMATION. THEN I FAXED YOU A CONFIRMATION. THEN I CALLED YOU LAST NIGHT TO RE-CONFIRM EVERYTHING FOR YOUR PICK-UP AND EVEN MADE SURE YOU HAD OUR 800 NUMBER TO CALL ONCE YOU WERE READY AND YOU SAID THAT YOU PROBABLY WON'T HAVE BAGS BUT IT DEPENDED ON YOUR WIFE!!!!"

"I remember talking to you and you gave me a wrong quote and I went online and posted that."

"I KNOW WE MIS-QUOTED YOU. I TOLD YOU WE WERE SORRY. IT'S A SIMPLE MISTAKE. IT WAS A NON-BINDING ESTIMATE!"

"You're ruining my trip, you know!"

"YOU'RE RUINING MY NIGHT. YOU FUCKED UP OUR WHOLE SCHEDULE WITH YOUR PICK-UP. I HOPE I'M RUINING YOU'RE TRIP. I'M GOING TO KEEP CALLING YOU ALL WEEKEND!"

"That would be harassment. Everything is done. I'm with these guys and you're ruining my trip."

"I hope I ruin more than that."

Then I hung up.