They're coming out of the woodwork...

Me: *insanely long phone greeting*
Client: (is an elderly lady with a very strident voice...the entire conversation I'm literally holding the phone away from my ear) Yes, this is [name], I came in last week to get my pictures and I'm missing some.
Me: Oh dear.  Yes ma'am, I remember you coming in.  What photos are you missing?
Client: We're missing the big group photo, that's the most important one! (it had been a large family, split into 4 sittings, and the lady called like THREE times in the week ahead of her sitting to make sure it was confirmed...)
Me: *rifles through file drawer* Well, I don't see any extra photos here, ma'am; when you came in last time I gave you every photo that had been delivered to us from the lab.
Client: But there's supposed to be a fourth set, are you going to get that one?
Me: Ma'am, I was here when you came in to ask for your pictures and you only asked me for three names.  I remember giving you all three sets.
Client: Well...yes, but, when I got home, my daughters reminded me there was supposed to be a fourth one.
Me: *eyeroll* Okay, ma'am, yes I remember there were four groups, however I don't have anything here under any of the names you mentioned.
Client: Well I came in last Friday, and the girl was on the phone somewhere to ask about the pictures, and I just want to know if you have them or you're going to get them or what.  She was busy and I had to wait for a long time! (the tone of voice she takes when talking about my colleague really does NOT inspire me to want to help her...)
Me: Oh, okay! So someone already called the lab for you.
Client: Yes, and I just want to know what was said on the phone.
Me:...well, ma'am, I wasn't on the phone, so I can't tell you what was said.  I wasn't even there that day.
Client: Well I'm not happy!  We're missing the most important photo!  And there were problems in the computer and this whole thing has been a lot of trouble!
Me: Yes, I understand that.  It hasn't been a good experience for you, I'm sorry.   We had a lot of problems with our computers at the beginning of the month, it's not just you.
Client: I just want to know what was said on the phone!  What kind of response did you get?
Me: I understand that, but I can't tell you; I honestly don't know.  It wasn't me on the phone.
Client: Well can't you communicate with each other??
Me: *sigh* Ma'am, if you'll give me your phone number, I will call the lab for you if I have a spare minute, and I'll let you know what I find out.

~~~
By the time I did get a spare minute, it was after 5 p.m. and I was pretty sure the lab would be closed.  Plus I still had about a million things to do in the store (paperwork, etc.) that hadn't been done because I'd had an unending stream of clients all day, and I had get everything done before 6:30 to be able to close at 7.  And then I ended up having a half-dozen passport customers come in starting at 6...in the end I didn't even have time to check in the new delivery of photographs or make confirmation calls!

And then she calls back...

Client: Hello, this is [name]; I called earlier about missing some photos, you were supposed to call me back?
Me: Yes ma'am, I haven't had a single minute free to call the lab for you.  I've left a message for one of my colleagues to do it tomorrow and to call you back as soon as they find out anything.
Client:  I'm not happy about this!  I came in Friday and I had to wait --
Me: Yes, I know. *lightbulb* You see, there was supposed to be a second person in the store with me today, because we are so busy, but I am working by myself and I can barely keep up with serving the clients that come in. (actually there wasn't any 2nd person, but it's true that as Christmas approaches we are supposed to start working in teams of 2; we aren't authorized to do it yet but business is already beyond a level that one person can really manage on their own, so I SHOULD have had a 2nd person :p )
Client: *suddenly sympathetic* Oh, well that's alright then.  They'll call me tomorrow?
Me: Yes ma'am, I left them a message.
Client: Okay!


Wow.  Just wow.  That's only the 2nd time I've come close to losing my temper/being disrespectful with a client.  My trigger point seems to be when they start insulting myself or my coworkers.  Just because there's been a problem or a mistake does not mean we are incompetent!  I dare you to try and do our job any better! :p  And just because we are being paid beans to serve you doesn't mean we have to take your crap!

Anyway, looking back on it, I got the impression that she really just wanted to talk.  You know how sometimes older people, when they can't get out as much, will seize any opportunity to talk.  She really just wanted to go on and on about how mad she was and all the trouble she'd had.  Negative attention is still attention!

Yeesh.