Julius side 2
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I just purchased an iced mocha and smashed avo toast about 20 mins ago. I've bitten in to my toast and found a large piece of plastic...
What CAN I DO?What am I responsible for?What am I grateful for?
As Sally was explaining to me what had happened, I could feel myself going into the Red. I knew that I needed to get myself back into the Blue.
As I thought about how to respond, I remembered a strategy to help me move myself out of the Red.
Glad, Sure, Sorry
Sally, I'm glad that you have let me know, I am sure that I can sort that out for you and I'm ever so sorry that happened to you.
That's OK Julius. I wanted to let you know. I don't want anyone to choke. Have a great day.
I realised I could apologise to Sally and offer her a refund or replacement on her next visit. I was responsible for ensuring this didn't happen again. I was grateful that no one was hurt.
I remembered a template that we were shown.
I used the Glad, Sure, Sorry template. It helped with building trust with Sally. She felt that I had taken her complaint seriously and that I would do something about it.
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