The other day this old woman came in looking for outdoor cushions. We have 2 sizes of cushions. She bought 4 of one size to fit some of her chairs, not knowing if they would actually fit her chairs, and then asked if we had more because she had a larger chair that needed a special cushion.
She tried to describe the cushion and failed. "It sort of goes up to a piece and then there is another piece and they are connected." That was what she was giving me to go on. I showed her the catalog with other cushions that we can special order and asked if any of the shapes looked like her cushion. She didn't know. She also didn't know vital information, like the measurements.
I suggested she bring in the larger cushion and a tracing of the others chairs that she wasn't sure about. Then we could help her get accurate measurements and see if there was a comparable size available in the catalog.
Three days later, I was called over the intercom to come to the counter. There was the cushion lady and she was furious. She had come back with her large cushion and tracing and the clerk had done exactly what I suggested we do: get the measurements which the customer didn't have and was confused about. When they could not find an appropriate size in the catalog, she went nuts, yelling about how I promised her that they could custom make any cushion size she needed.
I would never be so stupid as to promise something to a customer, especially something that was untrue. I did make the mistake of telling her I was sorry if she misunderstood me. That sent her into a rage, because, remember, "the customer is always right."
At some point, I took over and stopped apologizing and moved on. I told her that I would be happy to write down the number of a place that does make custom cushions. "Yes! You are going to do that! You are going to find that information for me and write it down on a blank piece of paper and you are going to tell me how to get there!" she said.
She ranted a little more about how we'd let her down and how she couldn't trust me. Then she shuffled out to her car in the handicap spot and drove off.