A vendor billed me twice
for the same transaction.
When I reached out to them,
they told me to prove
I’d been billed twice,
show them evidence
the amount was withdrawn.
I did
and they reversed
one of the charges.
But they could never
reverse
the erosion in trust.
Because THEY should
have been able
to see
they took the funds out twice.
THEY billed me
and THEY received the funds.
That they had to reach out
to me
for ‘proof’
tells me their systems
are so f*cked up,
they can’t tell
if a payment has been made.
Which is THE most important part
of any business’ system.
It is the part of the system
that is most likely
to be functioning well.
I suspect that part of the system
IS function well
(as the business is still
…well…
in business).
I suspect the business’ employee
was merely being lazy
and felt it was easier
to ask me for more information
than perform a search.
It WAS easier.
But it was more destructive
to the relationship
with the customer.
Don’t ask customers questions
your business knows the answer to.
Don’t erode trust
due to laziness.