Who Is Our Customer?

Who is our customer??? Is it the store manager who is out of his office and can’t take the call, or is it the person looking for storage? I really believe it is the store manager. We work for them to help reserve units when they can’t be in their office to do so. But when the customer calls and says the manager told them to come in but they got there a little late due to traffic, but still during open office hours, but it is a Friday before a holiday weekend and the manager wants to leave early and he doesn’t want to rent to them…then who becomes our customer? The person on the phone!

How do we help when the store manager won’t rent to them? I was as upset as the caller was and had to tell them there is not much I could do. But in order for them to get something tonight they are going to have to go elsewhere. They still wanted to make a complaint so at least I could do that knowing it wasn’t going to do much good. And I surely wasn’t going to be able to get them into a storage unit. But I took the information and sent as a trouble ticket (a trouble ticket goes to our admin department with the complaint then they will forward it over to the store or hopefully the regional manager or the owner). I think they should know the storage business they lost and the customer service that was given. We do everything that we can to help the store have their sales increases. We apply our best sales techniques, partnered with customer service.

But the worst part of this whole thing is that I still have to take reservation for this location knowing how the manager had treated that customer. But I work for the store manager. (Right??)