Had a female customer come in with who I assumed to be her mother, and they went to look at colors at the wall. We were absolutely slammed and they eventually came up to the counter and her mom began ordering with my full timer on the other POS. I was helping multiple other customers and running around and didn’t notice that the other lady was trying to order paint separately from her mother as she was just barely standing to the side. I assumed she was just standing out of the way which I’ll take blame for not being attentive enough. I helped a couple customers “behind her” until I noticed she was trying to order separately. I apologized and took her order and ran her through our sheens and products and thought we had a good interaction after that initial mix up.
Flash forward a couple days I see I got a 0 Medallia. I read the comments and it was that same lady. She was going off in there saying she didn’t know anything about sheens and that I didn’t help her at all (even though I asked her what she wanted and she said eg shel without portraying any confusion) and complained about me helping people behind her before I helped her and was also talking about price and discounts etc. She was grilling me in there. Obviously this is not ideal and I did feel bad, so I called her to make things right. I told her I saw her horrendous review come through and apologized again and offered her a discount on the rest of the paint (only a couple of gallons) which she told me in our initial interaction she would be needing more because she had to decide on more colors. She thanked me and then became so sweet and apologized, and then blamed everything on the fact that she was PREGNANT and moody and said she now felt bad for making that review. She came in a few weeks later with her husband to pick the rest of the colors and got the rest of the paint while being as sweet as can be. Fun stuff.