So I got a call yesterday… This woman in Sacramento wanted her Internet fixed. She had a technician scheduled for this morning. She said she pays for 24hour tech support, so we have to come out and fix it. I explained that she got 24 hour over the phone tech support, and all our technicians had gone home for the night. She tells me that, “Well you’re working, you come fix it.” and this is why I love having the two leads I typically answer to. I am allowed to say things like, “Ma’am, I am in Seattle. If you want to pay for my plane ticket, my ride out to your home, my housing for the night, and my ticket home… I will come out tonight. Otherwise, you have to wait for the technician to come out tomorrow.” There is a limit to how much I have to let you be an asshole.
Another good example is a call I had tonight. A fire damaged our lines, and knocked out his cable. I offered him a full day of credit for the couple hours he was without service. He felt that was too low, and demanded I credit him a dollar an hour. I told him, “Sir, I offered you $5 for the outage. If you are going to demand I credit you for every hour without service, I am going to have to inform you that your bill works out to thirteen cents an hour. So I have to take back that five dollar offer, because you have been without service for two hours. I can credit you twenty six cents for the time you have been without Internet, and you can call back when the outage is resolved in four hours, and someone will be happy to credit you fifty two cents.”