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THE POWER OF READING PEOPLE

STORY: OFFERING A BETTER CUSTOMER
EXPERIENCE

Recently, I found myself witnessing a situation unfold-

ing at a local shop I frequently visit. The manager, who

happens to be a friend of mine, was expressing frus-

tration about one of his employees oversharing with a
customer and taking responsibility for a situation that

could have been handled differently.

It all started when a shipment of materials was de-

layed, a common occurrence in the current industry cli-

mate. However, the employee, feeling guilty about the

delay, impulsively called the customer and apologized

profusely, inadvertently making the situation worse. The

manager, understandably irked by this hasty action,
explained to the employee that while honesty is appreci-

ated, such impulsive behavior only exacerbates issues.

The crux of the matter lay in the employee’s outgoing and

spontaneous nature. While her intentions were noble, her

impulsiveness led her to act without considering the im-

plications fully. It wasn’t inherently wrong to be honest,

but in this case, her urgency clouded her judgment,

causing unnecessary disappointment for the customer.

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