wow...interesting day today. i've never once gotten a negative complaint from a client about my work ethic or behavior on a job. today, one of the companies i work for got an email from a hotel downtown stating that they were not satisfied with my service based on 2 recent shows. they stated that for the first show i was short with the client and told the client that i didn't have what she wanted and therefore couldn't do what she needed. then on a show last week...someone on the banquet staff complained that i was short with them.
in the first case...i wasn't mean to the client, but i'll fully admit that i wasn't able to accomodate what she wanted at the exact second she wanted it. basically, what she ordered and what we provided for equipment was nowhere near what the show actually required. by jerry rigging a few things, reprogramming a whole assisted listening system and taking gear from the hotel and what we had, i was able to actually pull it off. the client was actually very rude and unprofessional with me at times and it took a lot of effort just to not throw my arms in the air and say "listen lady, your dumb ass ordered the wrong gear and i am saving your job by busting my ass right now to cover up for your stupidity." when i am working hard and at a fast paced, at times i dont think about smiling and being polite...i just think about getting the job done correctly.
in the second case...i think sometimes people see my long hair and big stature and assume that because im not bubbly and friendly that i'm not nice. its not true at all. i can be a quiet guy sometimes and do speak shortly...not because im being mean, just because i don't always want to small talk.
fortunately the company has not gotten a single piece of negative feedback about me before this so the manager is on my side. i informed him that since i was going back to that hotel tomorrow, i would be more than happy to have a quick, friendly conversation with the banquet manager about what happened and to find out what i could do better to make sure this doesn't happen in the future. of course, when my manager sent her an email she declined to talk to me tomorrow. why do people choose not to just deal with their problems with people face to face...im a pretty easy going, approachable guy...i don't bite.