
Dear Anna and Ellie:
I am so frustrated with the customers I work with, I would like to walk away from my job tomorrow but of course I can’t do that. I deliver furniture and when we go into people’s homes, I feel like screaming and yelling every day.
Housewives who think they own the world, moan and groan, yell at you for stepping on their carpet, demand that you move all the furniture in the room, not just what you deliver, and then want you to rearrange the furniture if they don’t like the way it looks. Then there’s the men, looking over the furniture like it costs a million dollars and was made to last three lifetimes. If they wanted heirloom quality, why didn’t they buy it, and not the cheap stuff I am delivering to them.
I try to be polite, but as the days go on I am getting more frustrated, and I am having a harder time keeping my cool. Any advice?
–I’m A Delivery Guy, Not An Interior Decorator
Dear Delivery Guy:
While we understand your frustration, please keep in mind that your customers may be overreacting to you because of their prior unpleasant experiences with delivery personnel. Unfortunately, there are delivery personnel who are not the least bit careful, damaging carpet or flooring, the items being delivered, or other furniture. No, it isn’t fair of your customers to take the past out on you, but the fact is that if they’ve already had a negative experience, it is quite likely they will start anxious. The calmer and more patient you are, the easier it will be for them to relax and see that you are different. On the other hand, if you seem frustrated or irritated, you may unintentionally aggravate the situation.
According to Magna Sententia, we must treat others respectfully in all social interactions, and deliveries are a very common social interaction. So how can customers best treat delivery personnel respectfully? And how can delivery personnel best treat customers respectfully?
Customers: Have your homes ready with a route cleared that provides delivery personnel easy access to the area you have prepared for your new furniture. Again, prepare the area for the new furniture before the delivery personnel arrive, rearranging old furniture beforehand when necessary. While it is understandable that you will want to confirm the quality of the items you just received, have reasonable expectations and remember that delivery personnel are not responsible for the faults of their employers (or your choice in furnishings). If furniture arrives damaged, politely ask that the specifics be recorded and for information regarding how their employer (notice their employer, not them) will help resolve your problem.
Delivery Personnel: Be good representatives of your employers by acting in a way that promotes good customer relations. Leave customers’ homes in as close a condition as possible to the way it was when you arrived. To accomplish this, have a clean pair of shoes (or drop cloths or booties) and take extra care not to hurt carpet, flooring, or other items while moving in the new furniture. If you accidentally harm something, promptly apologize and make sure these items are repaired or replaced as quickly as possible. If the furniture you are delivering is damaged, apologize to the customer on behalf of your employer and do what you can to help them resolve the situation.
Thanks so much for your question! It serves as an excellent reminder that we all must be polite and treat one another respectfully when receiving or making a delivery, making it a more pleasant experience for everyone involved.
–Anna & Ellie
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Disclaimer
Anna Sherise and Ellie Sherise are not licensed or trained healthcare professionals, counselors, or financial advisors. “Ask Anna & Ellie” is provided for informational purposes only, and is not intended to take the place of the care and advice given to you by your physician, counselor, other healthcare professional, or financial advisor. Sherise Media LLC, its members and representatives, specifically disclaim all responsibility for any liability, loss, or risk, personal or otherwise, which is incurred as a consequence, directly or indirectly, of the use and application of any of the contents of this article and/or website.