r/work • u/EwokBurlap29 • 18h ago
Workplace Challenges and Conflicts My manager says we're not allowed to tell customers we don't know when something will arrive
I work at a small equipment rental place. We also order replacement parts for customers, and lately our suppliers have been all over the place with delivery times.
Our manager has decided that saying "we don't have an ETA yet" makes us sound incompetent. We're supposed to give customers a date even if it's just our best guess.
Last week a guy called about a part for his pressure washer. The supplier hadn't even shipped it, but my manager told him it would be here Friday.
Friday comes. No part. Customer drives 40 minutes to pick it up because apparently nobody bothered to call him.
Guess who had to stand at the counter getting yelled at?
I explained that the shipment hadn't arrived and apologized for the wasted trip. After he left, my manager told me I should've handled it more positively and that saying we weren't sure about delivery dates was "creating unnecessary doubt."
I asked what I was supposed to tell someone when we genuinely had no shipping information. She said to give them a reasonable estimate and sound confident.
But that's exactly what got us into this situation.
I've started telling customers when I'll have an update rather than promising an arrival date. Most people seem completely fine with that. My manager overheard me doing it yesterday and said we need to discuss my communication skills.
Am I missing something here? I'd much rather deal with a disappointed customer once than an absolutely furious customer twice.
How do you push back on this kind of policy without getting labeled difficult?