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Totally get that! It’s like finding a rare gem when a customer catches your vibe and throws some humor back—it makes the whole day way more fun.
Have had some customers who were just quick in that witty sense. I like to think of myself as having a sense of humor, but a lot of it goes over customers' heads, so it’s a treat when somebody is funny back.
That's hilarious. We once received a call from one of the rooms and he thought he dialed his girlfriend that broke up with him. He was crying and begging for her to come back. One of my female front desk agents answered so he immediately thought it was her. Turns out he was drunk. We sent him some room service and fresh towels and then had a heart to heart with him the next day.
I'm impressed that your manager even responded at that hour! That's unheard of. I can't recall any coworkers who surprised me with sass in a good way, it's always the opposite and I sure as heck would not respond at 3am!!
Pro
Facebook really annoys me. People will send messages, and I either don't get notification for a week, or I IMMEDIATELY get all kinds of "you need to respond RIGHT NOW" notifications. Even better is, I see the message, respond, have a conversation, and they thank me, and facebook will ask 8 times over the next three days "are you going to respond?" No. The conversation is over.
Plus I have to do everything from my phone. But company policy is, don't be on your phone. And don't take photos in the store (but make sure to post photos to facebook). And don't be on social media.
Actually, that needs to be an entire other post. How outdated is your company's policy?
Great manager!