Yesterday was tainted with the annoyance of our real estate agent. She had forgotten to submit the inspection costs as part of the settlement. After sending email that they weren't there, back in May, and not getting a response, i figured she was doing real estate as a hobby and couldn't be bothered - that she'd take it out of her fee. But no, she's just going to take the amount that she had gotten the seller to cover (septic pumping) out of her fee.
For Christine, who became terribly frustrated with the communications around the settlement, and who dealt with the next door plumber who created a small black water flood in the bathroom during the closing, this has triggered a reprise of the distress and frustration -- and grief -- of that time. (I think she wanted something beautifully ceremonious.) I was irritated, but that would have passed quickly except for Christine's lingering triggered state. Later in the day we went out to cut down trees and found the case of the chainsaw terribly difficult to loosen (in order to tighten the chain). I noted we needed the "scrinch" -- the screwdriver-wrench tool mentioned in the Stihl training video. Christine called the nearby hardware store and found that the service and parts desk was closed. I figured it wouldn't hurt to drive up there. It turns out the service and parts desk was open, and they rolled their eyes when Christine reported the communication. I went off to familiarize myself with a second hardware store, while Christine got a chain-tightening tutorial and the "scrinch." She also got an apology from the store manager.
We both agree: if the real estate agent just went, "Oops, this should have been handled differently but wasn't. My bad, nonetheless can you help get this paid," we'd be far less irritated and triggered. On the other hand, i suppose business is a game of chicken at times where you hold out to see if the other side is going to cave first.
Some of the best customer service i've received has been at hardware stores, back to the Edenton, NC hardware store that took a look at the futon piece i needed, machined me a match right there, and charged me a nickel.