When Customer Disputes Turn Public

“Excuse me?”

 

“You stole my uterus.”

 

“Ma’am, we’ve never met,” I said. “We don’t know one another,” as she continued to picket in front of the dealership.

 

“Well, my name is Tom Kline and it’s nice to meet you,” as I extended my hand in friendship.

 

She looked at me, then looked at my hand, then looked at me, and then continued to walk with her sign protesting the dealership. She was 5 foot nothing with a wrinkly face and walked awkwardly from side to side. And here I was walking along the sidewalk, suddenly addressing a situation for which I had not planned on that day.

 

De-Escalation and Communication in Unusual Situations

I inquired, “Ma’am why don’t you come inside and we can talk about whatever is troubling you. It’s must be over one hundred degrees out here, so come on in and we can have a cold Coke and discuss it.”

 

She kept on walking.

 

“Ma’am?”

 

No response.

 

“May I please ask you one question then?” I tried.

 

She stopped.

 

“Did you buy a product or service from us that you’re dissatisfied with?” still trying.

 

“No,” she snapped. “You stole my uterus,” and handed me a folded set of papers.

 

I scanned the slightly torn and wadded up pages very quickly. It was a narrative of how “someone” had forcibly made her have surgery where they removed her uterus. I thought to myself, “this woman needs some help… from some kind of professional…a mental health professional.”

 

I told the woman I wanted to help her and then asked if I could go inside and make a copy of the papers. To my surprise, she said, “yes.”

 

While inside, I consulted with my brother and we agreed I should try to get her inside where: we could talk quietly; I could see how I could help her; perhaps I could call social services and get her some assistance.

 

Protecting the Dealership While Helping People

I returned to the sidewalk and started to walk with her. Then, I said, “well if you’re going to picket, I’m going to picket with you.”

 

She gave me an ugly look. A super ugly look. I’ll bet she thought to herself, “Boy is this guy crazy!”

 

Eventually, through some conversation, some persuasion, and the help of a really humid and awfully hot day, I was able to get her inside. Later, I got her some help which she appeared to need so badly.

 

I hadn’t thought “picket interrupter” was in my job description but I guess it was listed under “other duties as assigned.”

 

Over my thirty (30) years, we had picketers more than once.

 

How you talk to customers, or a not-customer, in this case, and employees is fundamentally important. We are required to solve problems, all kinds of them. In my experience, you will have the best result when you are speaking clearly, calmly, and without tone in your voice.

 

We are in a people business. Odd things happen. Be nimble on your feet and be prepared to deal with the unusual. The unusual happens, I promise.