It all began innocently enough. I went to a gas station with the needle on my fuel gage a tiny bit below empty. Not to worry, I had a VISA gift card that one of my clients gave me as a “thank you” for doing great work on a project. I have been given these types of gift cards before and have used them at gas stations previously without any issues. Not this time.
At the pump I swiped the brand new VISA card. And, a strange thing happened. It was declined. I walked up to the attendant and asked if he knew what happened. He tried to manually charge the card and told me the same thing the computer in the pump did. Declined.
I then called the number on the back of the card. This was not an easy feat. The type was tiny, and I had to wait 20 minutes to speak to a real person. Once I got connected to someone, the representative advised me that gas stations place a hold on credit cards once the card is swiped. It was some sort of crazy “policy” to ensure that the card actually had enough money on it. Perhaps there were a lot of instances of people trying to drive off after filling their minivans and trucks with $75 worth of gas. Oh yeah, that’s right. The hold placed on the card was SEVENTY FIVE dollars.
After going around and around with the “representative” – surely if VISA had placed a hold on my card, they could put it back – I asked to speak to a manager. The manager told me the same thing. There was nothing he could do. He asked me if I read the 20 page pamphlet that came with the card. I was honest and replied no. He then replied that this “gas station policy” was outlined in pamphlet. I then returned to the issue at hand. I was out of gas, had no cash on me, and only had the VISA gift card on me as payment. Was there any way to return the money taken from the card back to the card?
I pretty much told the manager that I was tired of being told what can’t be done, and asked what COULD be done. Nothing, apparently, as the manager went back to the script and rattled off policy.
Wouldn’t it be nice to hear the word “yes” when dealing with businesses? Wouldn’t it
be nice, when talking to a service-facing employee that they they treated you like an actual person and had some compassion instead of rattling off “policy” like a robot?
I am suggesting a new way of customer service. Saying yes. Sure, it may take a bit more time and thinking out of the box. But just imagine what the word yes would do for your company. It can make a customers day. And bring them back for more.