Customer misunderstanding

We often call a customer the day before we attend an appointment just to make sure they have remembered there appointment and if the time is still convenient for them.

So we had a customer booked in (Italian lady) and we gave her a call to see if everything is ok for the morning (09.00 appointment)

She answered the phone and we said are you still available for your 09.00 appointment to have your tyres fitted. The customer was not happy and started to berate us, saying that we should have been there today at 09.00. Not the kind of thing we like to hear as this means we have missed an appointment and upset a customer

When the conversation calmed down she said that we would have to talk to her builder and arrange to meet him, why we would have to meet her builder for her personal car was unclear. Started to take the builders details down and she then mentioned that not having the TILES delivered will have caused her builder problems.

A bit of silence followed by us and we said we are phoning to fit your TYRES not TILES, whoops was the response. We did offer to fit her TILES as well but she would probably not like the results.

Turned up the next day and as soon as she answered the door she was in hysterics about the misunderstanding. Fitted her tyres and headed off.

If you would like your TYRES fitted at a time and place that is convenient for you call hometyre on 0800 783 93 10 and we will come to you. We might even do some TILING for you if you ask nicely