This is one of the many reasons why my particular line of work is sooooo bad for me. Almost daily I receive comments via phone message, email, and text about how amazing I am, my employees are. How thankful people are to have us there for them, to relieve their stress of having to be away from their pets, either because they are working in the case of the dogs we walk, or have to be out of town in the case of the cats. I love these emails - they make me feel good. (and they also make me feel like leaving this business would cause serious strife for a lot of people, but that is a whole other matter entirely).
However, a few times a year I get the "I am absolutely infuriated" email. Some people are legitimately infuriated - we did something wrong. I feel bad, whoever did it feels bad (could be me, or one of the girls, we all make errors sometimes), we do what we can to make it right. Some people are just complaining because they like to complain, or because they're cheap and they know we'll offer them some kind of compensation. Whatever, I usually play along, make it better, and they get happy again and love us again, and it's all okay.
But then about once a year, oddly enough usually close to the holiday season (hmmm, correlation here), they are not only "absolutely infuriated" but they are impossible to please. I feel like if no one has maliciously lashed out at them, human error is human error - we made a mistake, we for sure didn't do it on purpose, we're sorry, and we want to make up for it. But these people take it as some sort of personal offense that we made a mistake. And it's never over anything big. We have never killed a cat by accident. No one's home has ever been broken into because we did something dumb.
My personal favorite thing is when they fall just short of calling me a liar. That is my very favorite thing ever. Yes, I have nothing better to do with my life than to make up stories to try to cover up something that is NO BIG DEAL. AT ALL. (yes, I am yelling these things to myself.)
I don't want to give too many details about specifics, because, well, it's the internet after all. All I will say is that one of my girls made an error, and I take it as a personal offense when someone can't accept her apology, AND my apology, and a gesture to work it out, and be happy with it. Because, just let it be known that when we do something wrong, we own up to it, we apologize, we try to make it right. But we are human, and things do go wrong sometimes. And not realizing that makes you a moron, and I predict a very lonely and very unhappy life ahead of you.
And also, thank you so much for ruining my day, a day in which I was told three times how fantastic I am and how lucky my clients are to have me and my team. Huh.
**the previous post was brought to you by the fact that I need to vent, and that while I would totally love to argue with this now ex-client (because I will never accept her business again) until she realizes she is an idiot, it is not worth my energy. But I am still stewing over it, so had to get it out. sorry.
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