What would you do?

I had a customer call about her car rental contract. It had the correct return city on it, but the wrong state. She is not taking the car 1000 miles. I go into my computer to change the return location. We do not have one in the city she wants. I offer other nearby cities. Those won't do for her destination. I place her on hold to check the other car rentals. The one right next door is willing to help her out. I give the competition her information. But there is a snag. She does not live nearby and might arrive to return the car after my coworker leaves. She prefers to come when we open back. She is then concerned about the charges. Our computer system does not allow contract cancellations after an hour, it would have to be zeroed out in order to not charge her. I figured that would be unfair to charge her since she must rent another car from the rental next door because of our mistake. I explained I would leave a note for her rental.

My coworker flips out over my decision. He says I can't do that. Yeah, I can. He says he never heard of zeroing out a contract. I have done it with the manager's help once. He then insists we have a location in the city she wants. I tell him to find the location on the computer and he backs down. He cries out how he ain't taking responsibility for this. Why would he be blamed when I'm in charge? There is a reason I'm in charge 3 out of the 4 days I work every week, it ain't for my beauty. I leave a note for my manager and hand it to him to proofread. I asked he thinks my kindness for this customer was wrong. He replies that he didn't SAY I was wrong. That's alright, he is a male chauvinist anyway.

So what would you do in my shoes? Post later. Bye!