Let me tell you a little story about a girl who went out to buy a DVD and came face to face with a "non" customer service culture.
She popped out in the late afternoon to pick up something fun to watch that night but alas, the dvd seemed to have scratches on it and would not play. So after dinner, she went back to the store to try and exchange the disk. Unfortunately there weren't any copies of that particular movie left in the store but they did manage to locate a copy at their other store so she drove over to pick it up.
While testing the dvd at the store, they ran into the same problems where the disk got stuck in the same part, making it unwatchable. She kindly asked for an exchange for another movie only to be told that she had to go BACK to the original store for any such exchanges! Driving back and forth in one night wasn't her idea of fun and she decided to try and reason with the salesgirl to make an exception. Finally an hour later, after several calls to seek approval and advice from their manager, they relented much to the relief of the little girl.
Upon selecting her exchange item, the salesgirl charged an extra $3 for the new dvd. Now here's the math as far as she could see it. The original dvd cost $23.90 and she was given her usual membership discount and paid $21. The new dvd cost $24 which was a whole 0.10cents more than the original!! And yet the store wanted to charge her $3 and said no further discount applied. HUH?!?!?!
It just didn't make any sense! Much to her frustration, she tried to gently convince the store that it required only a simple exchange without any monetary complications and if anything she secretly thought she should be the one getting compensated on the faulty dvd in the first place and having to drive around town all night.
The happy ending to the story though was the success of her persuasive influencing skills :) She went home with a new dvd for no extra cost, and had a great relaxing night.
THE END ....hehe!
