Got a call and I just need to remember this. The person on the other line was about to cancel a reservation. I read to him the cancellation penalty that is stated with the rules and regulations and he will end up paying the full amount even if he cancels. Now I did expect him to be angry but I can't do anything about the rules. I can't bend the rules for him. And besides, he was presented with those rules before even agreeing to reserve. Anyways, he goes and says, "That's bullshit!" Then I reply, "Yeah, for not knowing and reading the rules before giving your money, I dunno if you're the BULL or the SHIT..."
Glad I was on MUTE.