expecting good service vs. exercising humanity

[bertha katzenengel]

Where do you draw the line?

I dropped my car off at the dealer for service this morning. I was first in line when the service bay opened. I was at the rental car office at one minute past seven and no one was there. I checked around and learned "they're supposed to open at seven." I waited a while. I went to see the dealer receptionist; she checked around to learn "she's not here yet, she's probably just running late."

Someone who didn't work in rentals came to open the office and try to get people their cars. She said "I hope she's not back in the hospital. She came back too early."

When she, Liz, finally showed up, she had a little girl in tow - probably about four years old. Liz didn't look sick but she was very quiet and moving slowly - like I would be in her position. Completely humiliated and just trying to get things moving now.

People were mad and acting like assholes. I was first; she got my paperwork done quickly and took me (and her unhappy child) out to the rental. Before I left I told her "those other people waiting for you might not be nice - just ignore them and have a good day." She didn't seem to acknowledge this or anything else. :shrug: I tried.

I wasn't late to work, but I didn't leave the dealership until 7:40, one hour after I usually leave my house to ensure that I'm at work on time.

I know single* mothers' lives can be very hard. I have compassion for people who have been sick.

But you have a job, and people -- customers! -- need you to be there, and you show up late?

I'm not upset, I'm just confused. I want to complain to the dealership but I don't want her to lose her job.


* I just got that impression from her

[GOPisEvil]

1. Two things

1. It's natural to become upset when you're expecting a certain service and that service isn't provided. However, one should also be unselfish enough to realize that sometimes things happen. Placing ourselves in the shoes of the other and realizing that waiting a few extra minutes isn't all that big of a deal is something we all should learn to do more.

2. If Liz was running late for whatever reason, I think she should have called the dealership and let them know so at least the customers would not be left wondering.

[bertha katzenengel]

2. your first point is well taken, thank you

couldn't agree more on the second

Thanks

[Terran]

3. The way you describe the situation...

there could be a thousand and one causes for her lateness and unhappy child. And who knows what her emotional state was, and why? Apparently it wasn't good, since she didn't acknowledge your attempt to be understanding.

There are times when you can demand and expect good service, and reasonably be not too forgiving if you don't get it. But something tells me this wasn't one of those times. You did her a kindness, and maybe she'll remember it later in the day and think well of you. Kindness usually begets kindness, one way or another.

[bertha katzenengel]

4. I hope she remembers

and I'm not going to complain.