"Mr. Lee, do you know both elevators are out of order at the same time? Do you know the residents have been scolding me? Why aren't technicians on site?"
The building supervisor was barking on the phone before I could say hello. I found out that our technicians were actually there repairing and wondered what made him so mad?
Ten minutes later, one of the elevators resumed service and the other close to completion. So I gave the supervisor a call. He was obviously relieved and said, “I knew your technicians were here, but the residents were jumpy and kept asking questions. If you had sent a lot of people running around, it would look like we were really doing urgent repairs.”
So he was not really worried about manpower, but had only wanted to appease the anxious residents by showing them that a lot of resources and efforts were there to solve the problem.
Sometimes we thought that customers complain for the sake of complaining, but this incident made me understand that our customers also have to withstand pressure from their customers too. We cannot just look from a technical perspective, and should communicate, understand and cooperate with our customers to solve problems.
