We have heard the saying 'you can cheat some people sometimes, you can cheat some people all the time, but you can't cheat all the people all the time'.
Well, this experience is not about cheating, but it turned out that way at that moment when the 'free' was used.
I went to pay my phone bill. As the cashier was organizing the money for me, he said 'sir, we can give you a number for free'. My reply was 'zaman sekarang mana ada barang free'. He was surprised and he answered 'numbernya free tapi...', when my ears heard the word 'tapi' I responded 'hah, tapi..'. 'ye la sir number free'.
Well firstly I don't think he knows what I'm saying. That is how can you get something free nowadays. There is definitely something you will need to get with it therefore, the definition of free is subjective. Maybe we all have our own definition of free compared to the real definition of free. Whatever it is, the conversation with the cashier turned out sour and I pitied him cause it was above 9.30pm and he has to end his working day on a negative note because I was one difficult customer.
The lesson is that be mindful with the words that you use at work especially those that you use with your customers. Yes, we have to follow instructions on doing this at work but it's not one size fits all kind of a thing. Everyone is different therefore observe their responses.
The next time you don't get a respond that you were expecting, do the following:
1. Pause,
2. Quickly run thru what you did, if you know the answer, repair it, otherwise
3. Clarify with the customer why they responded that way, otherwise
4. Keep quiet and just move on.
Get Moving!
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