Need advice on dealing with a difficult customer

This will probably be a long-winded post, but I need advice. I am a Finance Manager for a used semi-truck dealership. I have a client that purchased a truck at the end of October for a 2009 Peterbilt AS-IS. Since then, he is calling me non-stop about everything. I get 4-5 a day at this point. Each call is "urgent" and an "emergency". The first half dozen times this happened, I called back. And his emergency was to ask if I thought he should take a haul contract with a company or not. Another emergency was to ask me what 2 buttons for his truck were. Another emergency was to ask if I thought his truck would be able to travel 150 miles a day. He has complained about having to pay a $ 800 bill on his truck, that honestly in this industry is like getting your gas changed on your commuter vehicle. Most repairs costs an average of $ 4000.00 to $ 18,000.00. Mind you, in the first 30 days, we had offered to repair the small cosmetic issues he was complaining about if he brought the truck back to us and we did the repairs. He refused to do this, and instead took it to a shop in an area that charges 3 times more, and then proceeded to call me to complain about paying the $ 800.00 bill for the next week.

I have since started monitoring his calls, because he has become difficult. His financial lender on the truck had emailed me a few days ago, saying he called them to get them to call me, to call him. I indicated to the lender, that this customer has become increasingly difficult and I could no longer help him with anything. His deal had been closed almost 3 months prior.

Well today, he just shows up at my office spewing some non-sense about how he talked to Peter (my direct contact with his lender) and how Peter needed an invoice from me to get a warranty added to his current financial obligation. This is not communication that I believed Peter to have stated, as this client loves to "hear" what he wants to hear and seems to twist everything one way into something else entirely. He also indicates that Peter emailed me about the invoice, which never happened. The only email I got from Peter was the email I indicated above. So I talk to Peter, and he indicates that is not at ALL what he told him. He said that he could potentially get a warranty added to his current lease, but would have to run it by the underwriters and get an approval on it. Which was denied, and told to the client that it was. And he doesn't have the $ 4500.00 to put a warranty on the truck that we could potentially sell him at cost. But I don't even want to do that for him.

So now I am at a lost as to what to do with this guy. He is nothing but a headache for me, that is constantly complaining, or calling to ask stupid questions that someone whom has been driving 25 years should know. Or complaining about a $ 200 repair on his truck that is 7 years old and purchased as is. And he is now just randomly stopping by my office to complain cause I don't pick up his calls. I want to tell the customer to fuck off, but that's highly unprofessional. But at this point, I have no idea what to do. We want nothing more to do with this customer because both ourselves and his lender think his expectations are way too high.

Any advice on how to deal with this guy would be lovely.

Continue ignoring him. It sounds cliche, but dude is ridiculous.

I know you said you're the finance manager, but is there someone above you in the dealership that could step in and basically tell the dude to fuck off?

Regardless, as "unprofessional" as it would be, it sounds like it's going to boil down to getting firm/rude with the guy because he's one of those annoying customers who just expects everyone to cater to him.

When he asks about stupid shit that's not even your concern (how things work), play dumb, don't even answer. I think the problem here was that you guys were way too accommodating for his previous calls that didn't even concern you, so that just opened the flood gates.

I'm not even sure why you guys even bothered with all his inane questions and demands considering the truck was sold "as is."

Show him your piece in your holster and state all bartering has closed. Make sure Ennio Morriccone is playing in the background.

Posted by rockyroadicecream
Continue ignoring him. It sounds cliche, but dude is ridiculous.

I know you said you're the finance manager, but is there someone above you in the dealership that could step in and basically tell the dude to fuck off?

Regardless, as "unprofessional" as it would be, it sounds like it's going to boil down to getting firm/rude with the guy because he's one of those annoying customers who just expects everyone to cater to him.

When he asks about stupid shit that's not even your concern (how things work), play dumb, don't even answer. I think the problem here was that you guys were way too accommodating for his previous calls that didn't even concern you, so that just opened the flood gates.

I'm not even sure why you guys even bothered with all his inane questions and demands considering the truck was sold "as is."

The owner is my boss, I am second in charge in the company. And the owner is passive as hell, so its literally up to me.

I have ignored his calls constantly, he is now just showing up at my office. I want to go ape shit nuts on him, but I am trying to keep my cool.

My boss is the one that catered to him in the beginning, and now I am left with the fall out.

I think I worked with this guy! An otr trucker from MI gave me the same shit last year. I finally told him (in a very sweet voice) "I'm sorry but there is nothing more I can help you with. It was very nice working with you though". He told me that I was unprofessional for not helping him and I told him that he was unprofessional for calling 100 times. 2 weeks later he sent me two more clients. Go figure......

Posted by nikkistar

Posted by rockyroadicecream
Continue ignoring him. It sounds cliche, but dude is ridiculous.

I know you said you're the finance manager, but is there someone above you in the dealership that could step in and basically tell the dude to fuck off?

Regardless, as "unprofessional" as it would be, it sounds like it's going to boil down to getting firm/rude with the guy because he's one of those annoying customers who just expects everyone to cater to him.

When he asks about stupid shit that's not even your concern (how things work), play dumb, don't even answer. I think the problem here was that you guys were way too accommodating for his previous calls that didn't even concern you, so that just opened the flood gates.

I'm not even sure why you guys even bothered with all his inane questions and demands considering the truck was sold "as is."

The owner is my boss, I am second in charge in the company. And the owner is passive as hell, so its literally up to me.

I have ignored his calls constantly, he is now just showing up at my office. I want to go ape shit nuts on him, but I am trying to keep my cool.

My boss is the one that catered to him in the beginning, and now I am left with the fall out.

click to expand

Ugh. Gotta love when bosses are too fucking chickenshit to do their jobs and just pawn it off on employees.

If he continues to show up, you have to firmly tell him that you can no longer help him, the transaction was completed awhile ago, and all the questions he has to ask are beyond what you can help him with anymore. What he is doing is borderline harassing you and the company and you will be forced to involve the police in the matter if he continues to show up.

That's all this is at this point - harassment. You don't have to deal with that. This isn't even about business anymore. It's about someone who's an entitled sack of shit who expects everyone to do everything for him. He could be consulting the internet for the shit he's been asking about. "Derp, what do these buttons do??" Fucking look it up.

Posted by Deedee86
I think I worked with this guy! An otr trucker from MI gave me the same shit last year. I finally told him (in a very sweet voice) "I'm sorry but there is nothing more I can help you with. It was very nice working with you though". He told me that I was unprofessional for not helping him and I told him that he was unprofessional for calling 100 times. 2 weeks later he sent me two more clients. Go figure......

This right here. Telling someone to fuck off without having to get nasty about it.

Considering you have to ask random people what to do ... it's doubtful you're a manager.

A manager would act like one ... a manager would have nipped this in the bud weeks ago.

Pretty much, you're likely just a glorified receptionist who just happens to HAVE to answer the phone when he calls.

So telling him to fuck himself is out of the question? lol

Posted by P-Angel
Considering you have to ask random people what to do ... it's doubtful you're a manager.

A manager would act like one ... a manager would have nipped this in the bud weeks ago.

Pretty much, you're likely just a glorified receptionist who just happens to HAVE to answer the phone when he calls.

Aren't you a fucking ray of sunshine.

I am asking "random" people advice because I have tried most tactics with this guy.

Politely stating that I can not help him with his issue (Told him this over the phone 10+ times already)

Ignoring his 50+ calls per week to both the main line, my cell phone, and my direct line here in my office.

Now, I have him showing up at my office, and my personal thoughts are to cuss him the fuck out. However, the owner of the business doesn't want me to portray the business in that way.

Sorry you live a shitty remedial life, but I don't.

Edited to clean up my god damn language, cause I don't want to be a fucking asshat like you.

The customer is always right. Become friends with him. Kill him with kindness

My boss is literally the owner of the company. The way he dealt with it was to block him from his cell, and give him my number, and then said "deal with it".

When I told him, I want to block him, my boss told me "Don't do that, we work on word of mouth and can't have someone mad."

I am so fucking frustrated.

Oh, and just to give you a good dose of what this client is about. His lender just emailed me and said that he has called him 5 times in the last hour. And has now called the customer service line trying to reach him.

Posted by nikkistar

and give him my number, and then said "deal with it".

When I told him, I want to block him, my boss told me "Don't do that, we work on word of mouth and can't have someone mad."

I am so fucking frustrated.

It's because you're not a manager. And your boss is probably starting to figure out that you have no fucking clue how to handle managing the task given to you.

Manager's handle it properly ... they don't go running to other people complaining about not knowing what to do.

Do yourself a favor and at least attempt to be the supervisor .. watch videos if you have to.

or, you can continue to flounder around aimlessly, shouting, "I'm the boss, how do I do my job", in hopes that someone believes your fabrication.

Posted by nikkistar
Oh, and just to give you a good dose of what this client is about. His lender just emailed me and said that he has called him 5 times in the last hour. And has now called the customer service line trying to reach him.

wa, wa, wa, wa, wa .... is what an employee says.



managers are the ones people turn to to get the job done. Nobody can turn to you to get it done.



You just bitch and complain clueless.



Again, you're not a manager. it's only a matter of time before the owner realizes you're not worth the ink it takes to write your check. He needs someone he can count on to do the work ... not a complainer, who hasn't any idea how to deal with it.

I love the block function. It's an amazing feature to deter from dealing with old grumpy woman whom have no idea what the hell they are talking about. And not subjecting myself to their asinine ramblings and lowering myself to ignorance. Therefore, coming out of my character and embarrassing myself.

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

Posted by nikkistar
My boss is literally the owner of the company. The way he dealt with it was to block him from his cell, and give him my number, and then said "deal with it".

When I told him, I want to block him, my boss told me "Don't do that, we work on word of mouth and can't have someone mad."

I am so fucking frustrated.

He needs to be careful. There's probably some liability on his end of things with that attitude. This customer is basically harassing you and everyone around him, and your boss should be stepping in and telling dude to leave. Not doing the equivalent of covering his ears and yelling "lalalalala."

Narrow minded fools use that stupid logic- "oooh word of mouth!!" If one's business is truly doing well, they aren't fretting over that garbage.

Besides, a good portion of these idiots who claim they're going to cry about this to everyone, end up being repeat customers or come back.

If I had a dime for every time I heard some variation of these lame "threats" of never coming back or telling friends how terrible the place is, I'd be freaking rich.

"LAST TIME I WAS HERE, THIS WAS A PROBLEM!"

...why are you back? Why did you order the same thing? Why do you keep doing this if you feel that this isn't made how you like it?

"I AM NEVER COMING BACK!" *sees them a week later* ORLY.

I feel your frustration though, OP. Never fails, the management/owner/boss skirts dealing with the difficult situations and expects the employees to deal with it on their own. They're pretty much failing at their job, tbh. It's freaking maddening. "HOW CAN I DO MY JOB IF YOU AREN'T BACKING ME??" *facepalm*

Posted by rockyroadicecream

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

click to expand

lol nope, it's just a saying I've heard. I really don't have any knowledge of this topic, however here's my perspective. I have to say she sounds exactly like her customer who is frustrated and complaining. It's still her job to help him though.

Let's play the teacher-student game that focuses on student centered learning.

-Whenever he asks her a question, she shouldn't give him the answer. She should tell him where to find it.

-Give him lots of resources to get information, such as manuels, online forums, books, car expert websites, etc.

This could help him be more independent and stop relying on her to do everything for him.

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

lol nope, it's just a saying I've heard. I really don't have any knowledge of this topic, however here's my perspective. I have to say she sounds exactly like her customer who is frustrated and complaining. It's still her job to help him though.

Let's play the teacher-student game that focuses on student centered learning.

-Whenever he asks her a question, she shouldn't give him the answer. She should tell him where to find it.

-Give him lots of resources to get information, such as manuels, online forums, books, car expert websites, etc.

This could help him be more independent and stop relying on her to do everything for him.

click to expand

I am not reading any further than "nope."

Your moronic response of "the customer is always right" pretty much says a lot about you.

That is an insanely outdated, completely wrong phrase uttered by some idiot in the early 1900s that was selling mattresses. It is so far beyond the truth of how reality works.

Please step away from the thread as you have no freaking idea how it is to deal with the general public en masse. Kthx.

Posted by rockyroadicecream

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

lol nope, it's just a saying I've heard. I really don't have any knowledge of this topic, however here's my perspective. I have to say she sounds exactly like her customer who is frustrated and complaining. It's still her job to help him though.

Let's play the teacher-student game that focuses on student centered learning.

-Whenever he asks her a question, she shouldn't give him the answer. She should tell him where to find it.

-Give him lots of resources to get information, such as manuels, online forums, books, car expert websites, etc.

This could help him be more independent and stop relying on her to do everything for him.

I am not reading any further than "nope."

Your moronic response of "the customer is always right" pretty much says a lot about you.

That is an insanely outdated, completely wrong phrase uttered by some idiot in the early 1900s that was selling mattresses. It is so far beyond the truth of how reality works.

Please step away from the thread as you have no freaking idea how it is to deal with the general public en masse. Kthx.

click to expand

Lol rocky you make me laugh, girl. You are always such a bitch ? I am so glad I am not you ?

Posted by Hare
If growing up in the 80s taught me anything, it's that in situations like this you call the A-Team.

I'm all for this.

OP, you need to speak to the owner about this because he's very much liable here if this guy keeps harassing you and the business. This isn't even about customer service anymore. There are companies out there who will drop customers for this type of behavior. Leave it to small businesses to be ignorant asshats and cling on to assholes like this. Is business really that bad for his company that he's going to subject his employees to such shitty behavior?

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

lol nope, it's just a saying I've heard. I really don't have any knowledge of this topic, however here's my perspective. I have to say she sounds exactly like her customer who is frustrated and complaining. It's still her job to help him though.

Let's play the teacher-student game that focuses on student centered learning.

-Whenever he asks her a question, she shouldn't give him the answer. She should tell him where to find it.

-Give him lots of resources to get information, such as manuels, online forums, books, car expert websites, etc.

This could help him be more independent and stop relying on her to do everything for him.

I am not reading any further than "nope."

Your moronic response of "the customer is always right" pretty much says a lot about you.

That is an insanely outdated, completely wrong phrase uttered by some idiot in the early 1900s that was selling mattresses. It is so far beyond the truth of how reality works.

Please step away from the thread as you have no freaking idea how it is to deal with the general public en masse. Kthx.

Lol rocky you make me laugh, girl. You are always such a bitch ? I am so glad I am not you ?

click to expand

And I am glad I am not you- utterly clueless and ignorant.

Posted by rockyroadicecream

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03

Posted by rockyroadicecream

Posted by pinkbird03
The customer is always right.

Oh honey, you've never worked customer service, have you?

lol nope, it's just a saying I've heard. I really don't have any knowledge of this topic, however here's my perspective. I have to say she sounds exactly like her customer who is frustrated and complaining. It's still her job to help him though.

Let's play the teacher-student game that focuses on student centered learning.

-Whenever he asks her a question, she shouldn't give him the answer. She should tell him where to find it.

-Give him lots of resources to get information, such as manuels, online forums, books, car expert websites, etc.

This could help him be more independent and stop relying on her to do everything for him.

I am not reading any further than "nope."

Your moronic response of "the customer is always right" pretty much says a lot about you.

That is an insanely outdated, completely wrong phrase uttered by some idiot in the early 1900s that was selling mattresses. It is so far beyond the truth of how reality works.

Please step away from the thread as you have no freaking idea how it is to deal with the general public en masse. Kthx.

Lol rocky you make me laugh, girl. You are always such a bitch ? I am so glad I am not you ?

And I am glad I am not you- utterly clueless and ignorant.

click to expand

Love ya ♥️