Chris Maclean: the computer says no
Our dishwasher pump isn't working and I have phoned the engineers.
Unfortunately there is a problem. They want me to give them my credit card details in advance. They will charge me £75 plus VAT call out for the first hour and £35 an hour thereafter, plus parts. But I do not have a business credit card.
I have offered to pay cash on completion but the receptionist informs me "our vans are not insured to carry cash or cards". Really? That is a new one on me.
So, ridiculously, I offer to drive 30 miles to their office, put a pile of cash onto their desk, await the visit of the engineer and then return to collect the balance.
Then the receptionist slides into "It is not our company policy". She might as well have said "The computer says no".
But then, in a stroke of genius, she came back at me.
"How would you like it if a customer paid a heap of money to you before they ate and then got the change later?" she retorted.
That threw me. Well, er, frankly, I would like it. I'd challenge anyone to think of a reason why I could possibly object to it.
But the receptionist is bound up with "company policy" and cannot see beyond it. Certainly she is being loyal and protecting her employer - but at a price, surely?
In our last pub we did not serve food. A group of about 20 walkers came in one lunchtime and asked for food. The barman simply said "no". But before the customers went to leave I interjected and simply said "Sorry we don't do food, but if you wish to buy a sandwich from the bakers 50 yards away, you're welcome to eat them here." Not everyone's cup of tea I accept but rather than leaving on a negative and having spent nothing, they stayed then left having bought drinks on a positive note. Good old Ron was acting in what he thought was in my best interests. But he wasn't.
The receptionist probably thought she was acting in her boss's best interest. But I don't think she was.
I'd leave it but it seems that the company has a monopoly on dishwasher pumps.
I'll have to find my credit card after all.
