To be sick of CFs getting their way?

[penguinwithasuitcase]

Really annoyed today after a sequence of events at work this week.

It's a long and potentially outing situation, but basically a woman who took part in a training course with my company earlier this year told us that she hadn't used her extras (some 1-1 sessions to build on what people learned on the course) and asked if we could extend the deadline for her.

We had no obligation to do so, and people have forgotten to book their sessions in the past and just thought "Oh well, that was my bad, I missed out".

But as a goodwill gesture, we said yes –we could extend their availability for an extra 3 months.

She then STILL didn't use them for those 3 months (we sent her a monthly email in between to remind her of the sessions) until, the day before the deadline, she sent us an email to say she was trying to book a session but there was no availability showing on our website.

Well no, there wouldn't be, because you've left it so incredibly late. The people running these sessions are actual humans with actual diaries - we're not a vending machine.

She's now kicking off in an incredibly snotty way via email and saying that she wants her money back for the extras she paid for and it's unacceptable that we don't have availability in the time we'd promised her... (which at that time meant within 24 hours)

It's getting to the point where my boss is considering extending the deadline for a week so she can at least get one session in, just to get rid of her.

But this is the third time something like this has happened this year –where some CF has kicked off and actually got something out of it, when I know there are lots of lovely clients of ours who missed out on something because they accepted the rules.

It makes me want to send every other client we've had a freebie, just to even the score!

AIBU to be really fed up of the squeakiest arsehole wheels always getting the grease?

People let them. That’s how it happens.

Don't you have something in your small print about these extra sessions?

If not, this is the lesson. You need that information so you can direct the CFs back to it in future.

We do have pretty thorough small print –for normal situations.

The issue was that we agreed to extend them on a one-off basis as a goodwill gesture since this woman had had a tough month in her personal life – and goodwill gestures aren't in the Ts and Cs.

It also seems that this is the kind of person who just will not go away no matter how much you direct them to small print...

"It's in the terms" is an argument that works for logical people who understand that that's what they agreed to and therefore they don't have a leg to stand on. We're not dealing with that level of logic here, unfortunately!

And thanks, @AnneLovesGilbert - hadn't considered that at all

Ooh I wouldn't want to be the one delivering that session if the boss does give in. She is bound to give extremely bad reviews no matter what- and she will expect to extend again to get in the rest of her sessions if she gets one.

Let her kick off, you’ve been more than reasonable.

We have something similar, we provide training (regular dates throughout the year) and get people cancelling or forgetting they’re booked on etc. Then we get an email asking us to do a bespoke 1-1 session. Um..no. We have other stuff to do you know.

I completely agree! What is annoying is that due to people like her companies are more likely to say no to genuine people that will ask politely for something (as they can’t give extensions to everybody, fair enough, I just it wasn’t the ones who cried the loudest who would get it.

I had the reverse case, was told no for something by customer services - wrong item delivered and they wanted me to pay postage to send it back - and only after I insisted a lot did they accept to fund the postage. I remember saying to DH how unfair that someone not as persistent would have been told no.

Yep. Get this all the time at work. Tourist attraction. Those that shout loudest get what they want and in the meantime set a really bad example to their kids and so it continues

Oh and we get lectures about issues from supervisors and then top management overrule the rules Gives me the rage. No back up.

do the sessions but dibble in her coffee when you make it
seriously though I hope your boss doesn't give in to her . It undervalues it

@LittleOwl153 I know, me neither

And you're right, I wouldn't be surprised if we DO extend it by another week, and then she STILL doesn't book.

Wouldn't be surprised in the slightest.

The thing is, I couldn't really care less about her –she's digging her own karmic hole.

I just keep thinking about all the people who don't even ask when they've had a hard time and miss out on things, or people who stick carefully to the rules.

If they found out we'd been giving extensions to dickheads, they'd probably feel really disappointed –and rightly so.

I would only give the extension on the basis that it booked there and then - at your convenience - not hers. I.e. Well we cannot extend further but we will offer you a single appointment on x date/time take it or leave it. But that won't suit either. Your boss clearly needs to decide who he wants to prtect his reputation against - as yes if others get wind he can expect more extension requests.

It’s like that in my job you say no that can’t happen today. they kick off a manager says ok . Makes your blood boil but if they get away with it you can see why they do it.