The hotel I work for has a shuttle service. I'm not going to go into the details of the shuttle, just understand that it can pick you up when you need to be picked up. All you have to do is call the front desk.
A few months back everything was going smooth. We were having a pretty big shuttle demand and the driver was out running around doing everything he could to get these people. That's when we got the first call:
"Hi, I'm at
and I need to be picked up. Can you send the shuttle?"
The shuttle happened to be headed out to to drop off some other guests so I told this woman that he would be just a little while. At this point I'm thinking I've got some pretty good customer service communication skills because I'm able to direct a bunch of people to and from our shuttle. A little while later we get another call:
"Hi, I'm still at where's the shuttle?"
I know for a fact the shuttle has been to so I tell her so. He dropped off some guests there and I don't know how we missed her. I apologize and send our shuttle driver out again to pick her up. I tell her it will be just a little bit and he should be there shortly.
Twenty minutes later (after the shuttle has gone to and from picking up and dropping off other guests multiple times) I get a third call and she's angry.
"Where is the god damn shuttle?! I've been waiting here almost an hour?!"
I won't bore you with anymore details. She took a taxi to the hotel and got up in my face screaming for half an hour about how we didn't pick her up. I wanted to tell her: "Look, we were there! It's not my fault you're fucking blind and can't see a huge fucking white van in the middle of traffic! Don't yell at me like this!"
But I couldn't. I sat there, and I apologized, and I gave her some free stuff.
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