(I work at a rock climbing gym. We run a program on the weekends where staff members handle all the ropes and gear so that kids can get a chance to climb. The kids are split into groups of three and take turns climbing with us. We’ve just started when one of the mothers comes up to me.)
Customer: “My daughter isn’t getting to climb.”
Me: “It’s not her turn quite yet, but she’ll get to go soon. There are only three people in the group, and it usually moves pretty fast.”
Customer: “That’s not acceptable.”
Me: “Um, what’s not acceptable?”
Customer: “We’re here for her to climb. She needs to be climbing.”
Me: “She will! It will just be a few minutes before her turn, and she can play in the play area while she’s waiting.”
Customer: “No. We paid for her to climb, not to wait around. I need someone else to come work with her.”
Me: “I’m sorry. We can’t do that as part of this program. If you really want, I can book her a private lesson, but it’ll be twice the price and you have to book at least two weeks in advance.”
Customer: “Well, if she can’t get a personal coach, we might as well not even be here. Can I get a refund?”
Me: “Uh, sure, I guess.”
(I give her the refund, and she goes and makes her daughter, who has been waiting perfectly patiently for her turn, take off all her gear, which they leave in a heap on the floor for me to pick up. As they’re leaving…)
Customer’s Daughter: “Why don’t I get to climb?”
Customer: *snootily* “We’ll come back when you can do it by yourself.”
(The visibly disappointed daughter was dragged out of the gym, not having gotten to climb at all.)
Customer: “My daughter isn’t getting to climb.”
Me: “It’s not her turn quite yet, but she’ll get to go soon. There are only three people in the group, and it usually moves pretty fast.”
Customer: “That’s not acceptable.”
Me: “Um, what’s not acceptable?”
Customer: “We’re here for her to climb. She needs to be climbing.”
Me: “She will! It will just be a few minutes before her turn, and she can play in the play area while she’s waiting.”
Customer: “No. We paid for her to climb, not to wait around. I need someone else to come work with her.”
Me: “I’m sorry. We can’t do that as part of this program. If you really want, I can book her a private lesson, but it’ll be twice the price and you have to book at least two weeks in advance.”
Customer: “Well, if she can’t get a personal coach, we might as well not even be here. Can I get a refund?”
Me: “Uh, sure, I guess.”
(I give her the refund, and she goes and makes her daughter, who has been waiting perfectly patiently for her turn, take off all her gear, which they leave in a heap on the floor for me to pick up. As they’re leaving…)
Customer’s Daughter: “Why don’t I get to climb?”
Customer: *snootily* “We’ll come back when you can do it by yourself.”
(The visibly disappointed daughter was dragged out of the gym, not having gotten to climb at all.)