After a few weeks of training I was finally transitioning to the “floor.” Oh yes, … the floor.
The floor was where we made money. As a “sales consultant” for one the largest technological companies, my job was simple in theory. All I had to do was push products on the sales floor and make the company money (which in turn makes me money).
I grabbed my iPad from the back and swung open the door. I glanced up at our T.V. screen which had a list of people waiting for a representative. I approached the next customer who we’ll call Bob for this story.
I approached Bob. I’d be lying if I said I wasn’t nervous – this was my first customer interaction on the clock after a few weeks.
“Hey Bob, my name’s Matt – how can I help you today?”
“You idiots went up on my phone bill from $29.43 to $30.02.”
“Okay! Let me check that out for you.”
“Hurry up. I’ve been here for 10 minutes. You people are always so slow.”
The next 30 minutes was eventful. His increased charges were due to a government telecommunication tax that effected everyone who owns a cell phone.
I explained this to him in detail, but he wasn’t satisfied. My patience quickly wore off as I glanced over his account and noticed he had $125 of bill credits every month because he was an “accelerated customer” (he complained a lot).
I looked at Bob and said, “You know, most people pay $150-200 a month for a plan like yours. You should be grateful to pay $30! That’s not normal today.”
Apparently, I misspoke. Bob cussed me out for being arrogant and rude. He proceeded to tell me he saw a phone online he can pay $10 a month for and have unlimited data. Being facetious and knowing he had no idea what he was talking about, I fake smiled and said in a condescending tone – “Man, that sounds great. You should totally do it!”
Bob caused a scene, left our store, and despite much chuckling coming from my peers who heard the whole exchange I quickly found myself in a meeting with our manager.
At this point in my life, I had recently transitioned from a full-time ministry job. I wasn’t all that likeable as a person and, in fact, I hated people (for the most part). I handled this situation of conflict just like I would at my previous job.
I arrogantly told an individual they were wrong and waited for them to get over it. Yeah, that’s not ideal in life – or you know, in a church setting. I chalked up my conflict resolution skills from my upbringing – “I’m from Boston. We’re all rude.”
Let’s be transparent here. I still do believe I was right most of the time, but my approach was off. My pastor frequently says this – “You can tell me anything, you just have to approach it the right way.”
On the first day on the floor, I was brought down to the reality that the way I handled conflict was deeply flawed.