I'm right

I'm not one of those people who needs to be right all the time. But I can't stand it when I KNOW I have said something and people contradict me outright. When we source books from another branch, there is always a courier fee involved. I make sure that I inform the customer of this, and get here consent. I remember a particular case where a customer was desperate for the book. I suggested us ordering the book directly from the publishers (which would take 2 weeks) but he said he needs it desperately. The only alternative is sourcing it from another branch. I told him about the courier fee and he said it was OK, he would pay anything as he needs the book urgently. I phoned 3 branches before I finally got lucky at a branch in Joburg.

So today he comes in and wants the book. When my colleague T wants to charge him the courier fee, he puts up a fight. T calls me and the customer says that I never told him about the courier fee. But now it's my word against his. I try to remind him, as politely as possible, how the situation played out, but he just won't hear it. In the end I give in and he doesn't have to pay extra. It's just so unfair though! I know what I said! I just don't have proof. And of course: the customer is always right.