artment. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waiteYou Never Know Who You’re Serving when customers turn irate.

I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.

A number of years ago, I bought a new television set. I had seen a flyer from Lechmere’s that had TV’s on sale. I called, got through the voice mail menu and asked the salesperson who answered, if the particular model advertised was available.

No, it wasn’t but another, equally as good was at only $20 more.

I went to the store and examined a number of TV’s. A knowledgeable, helpful salesman approached and patiently answered my questions. Finally, I made my choice and paid for it. I asked if they would hold it for me while I did some further shopping and was told that of course they would.

I was pleased with myself, with the store and with the purchase I’d made.

When I picked up the TV, it was so big, the young man who brought it out to the car had to take it out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, “Where’s the antenna?”

My first thought was, “Oh no, it was left in the box.”

I called the store to check. A young woman answered and said she’d put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waite

ked the salesperson who answered, if the particular model advertised was available.

No, it wasn’t but another, equally as good was at only $20 more.

I went to the store and examined a number of TV’s. A knowledgeable, helpful salesman approached and patiently answered my questions. Finally, I made my choice and paid for it. I asked if they would hold it for me while I did some further shopping and was told that of course they would.

I was pleased with myself, with the store and with the purchase I’d made.

When I picked up the TV, it was so big, the young man who brought it out to the car had to take it out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, “Where’s the antenna?”

My first thought was, “Oh no, it was left in the box.”

I called the store to check. A young woman answered and said she’d put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waite

oice and paid for it. I asked if they would hold it for me while I did some further shopping and was told that of course they would.

I was pleased with myself, with the store and with the purchase I’d made.

When I picked up the TV, it was so big, the young man who brought it out to the car had to take it out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, “Where’s the antenna?”

My first thought was, “Oh no, it was left in the box.”

I called the store to check. A young woman answered and said she’d put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waite

out of the box to get it into my car.

My son brought it into the house for me and started to set it up when he asked, “Where’s the antenna?”

My first thought was, “Oh no, it was left in the box.”

I called the store to check. A young woman answered and said she’d put me through to the appropriate department. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waite

artment. The on-hold music blared uncomfortably. I held the phone away from my ear when suddenly I heard the dial tone! I’d been disconnected. I re-dialed, went through the voice mail menu again, got the same young woman who said she’d put me through to “George”. The loud music again irritated my ears as I waited and waited and waited for “George” to answer the phone. As the minutes ticked by, my irritation grew at a rapidly escalating rate. When he didn’t answer the phone, I hung up and re-dialed. Again, I got the voice mail menu (which I now had memorized), punched in the correct extension, got the ringing of the phone, interrupted with short bursts of loud music, followed by more ringing which alternated with the loud music in my ear over 12 times.

I was now an irate customer. In less than 5 minutes I had been transformed from a very happy customer, into one of those crazy customers you dread speaking to. When the phone was finally answered, I let loose on the poor, unsuspecting salesperson. I told him that I had been disconnect, put on hold, ignored, gone practically deaf, and I was now VERY angry. He placidly replied, “That’s because we’re busy, Ma’am. We have a lot of customers here today.”

“I don’t care!” I loudly proclaimed – my son, who had walked into the room at that moment, looked at me as though I had turned into a stranger in front of his eyes. He is unaccustomed to seeing me lose my temper.

“I am your customer and I am not getting good service.” I then explained irately about my missing antenna. He asked me what size