When a real person calls you, be NICE.

I work at a vehicle dealership. I make follow-up calls :
- if you speak to a salesman, that makes you a prospect and I call to make sure you're satisfied (many times a person will tell me something that they didn't tell their salesman)
- if you purchased a vehicle or brought one in for service, I call to make sure that you're completely satisfied and to remind you about the survey you'll get in the mail

These calls take less than two minutes usually and I only call if you've contacted our dealership in some way first. I make no cold calls, no other sales calls. I'm not a salesperson. Remember, YOU contacted US.

Now, I have years of experience working with the public - four years at a Chamber of Commerce, another as a wholesale administrator, several months planning events in Britain - but I've never had so many people be rude so often.

Most of the people I call are just blah. No friendliness, but no real insolence either. I'd say that 80% of the people are like that.
Then there's the definite 10% that are so mean that I have to take a few minutes after their call to just breathe. For example:

Me: Hello! This is Kathy with , how are you doing today?
Mean Man: Fine.
Me: That's great. I was calling to make sure that you are completely satisfied with your new 2008 Dodge?!
MM: It's okay, I guess.
Me: Okay, may I ask, was it not what you expected?
MM: [Angry voice] What do you want me to say?
Me: I just wanted to make sure that you were satisfied with the process and the sale...
MM: [If possible, voice is even more angry] I just said it was okay!
Me: Thank you sir, bye. (Yes I admit, I slammed the phone down, it felt so good)

Seriously, sir, WHY? You should be happy that you have a new truck, most people are. And you know what, I'm not a robot. I sure as hell don't sound like a robot - I am excellent at my job, that's why they hired me. I actually SMILE while I'm talking to you. There's not much that I am good at, but I am GOOD at THIS. Show some respect.

Luckily, there's the other 10% that actually seem happy to speak with me. You wouldn't believe how much this brightens my day. I set the phone back down smiling. You guys are amazing.

Please y'all, when a real person calls you be nice. It doesn't hurt you, it's not a huge effort, and it just might make someone's day better.

UPDATE Another work post here.

Comments

[Goalie]

Oh, good--just had to make sure your percentages added up!

And thanks for the reminder. :)

[Pat]

Your job has been made much more difficult by the cold callers. I think that is what makes people so irascible but that's no excuse for rudeness.
We often get calls from people who then don't answer because they have phoned a number of homes at the same time.

[Kath]

Hi you two! Telemarketers can drive a person crazy, I know - you're right, I'm sure that's what makes people less inclined to speak with me.
The good thing is that I'm that much more friendly to people who call or come speak to me!!