Excellent post by Seth today, with a terrific template for responding to a “wronged” customer (or employee or friend or partner…):
I have no problem acknowledging that you’re unhappy, upset or even angry. Next time, I’d prefer to organize our interaction so you don’t end up feeling that way, and I probably could have done it this time, too. You have my attention and my empathy and I value you. Thanks for being here.
