Make Money - Not Without This

It was Friday evening, she was in a hurry, she stopped bye
the dry cleaners and was told that they meant to get hers done

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but ran into some problems with getting the right fabric cleaner
and so they wouldn't be able to get them done until the next
day.  She asked them why they hadn't just called her cell phone
and left a number, or texted her about it, because she had gone
about fifteen minutes out of her way to stop bye and pick up
her dry cleaning which wasn't done?  She wasn't happy, but
can you see both sides of this - as they said, "mam we don't
normally do that with customers,"  "don't normally do what
with customers," she asked, now getting mildly agitated-
"we don't normally call them- because most folks don't
mind if we need to take a little more time to get it done right?" 

WHAT IS REALLY HAPPENING HERE?

Now until this moment- she was only mildly
agitated, but now they had said some things that she didn't
like- the first of which was that most folks don't mind the
fact the dry cleaners doesn't notify them if the job won't
be done on time.  Here is what happened as a result of this:
they agreed, her next set of clothes would be on them- that's
fair isn't it?  But the most important thing that happened is
that they agreed it might be a nice service to let folks know
when something happened and their dry cleaning wouldn't
be done on time (how many of yours do that?). 

Three things set this scenario apart from being "just another
whiney customer," first, the ladies request wasn't too far
outside the bounds of good service expectations, was it?
Second she was a fairly powerful business lady who had
need of that dress which was really a ball gown for that
evening because she had a social event to attend, which
for many people isn't optional and isn't social.  Third,
and this is the most important of all; her trust with that
dry cleaners was broken as a result of this, when it
needn't have been?  Trust and integrity are hand in hand
items, you don't have one without the other, and you
wont' have one, without the other.

SO LETS DISCUSS THIS?


Before we condemn others, we might want to also
consider whether we really get what it is like in their
shoes?  Even when the issues are fairly dynamic, if
we consider - perhaps only briefly what it might be
like from their point of view, one senses that it would
be virtually impossible not to change your point of view?

My experience with this goes all the way from taking care
of baby- looked so simple on those commercials- only
when it came time to get it done, not so simple; to; complex
matters of properly communicating in business ( something
I'm still working on) while contributing to the success of
the individuals that you are dialoguing with.  All fun matters
that as others are seen doing them appear to be easy,
but one thing experience has taught me is, they are not
easy, and if I will walk for just a little while in the other
persons shoes, I'll get a better idea of what it is that
they accomplish, and my criticism will change.  It is
not that the criticism will cease, that's never good, because
feedback is so important; guidance is so important,
but when a person renders it without understanding the
other persons point of view, it's rarely as good as it
could be. 

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CONCLUSION (You mean he actually wrote one?)


In our story of the lady and the dry cleaning,
it might have helped her to know that cell phones were
useless inside the business due to intereference from
the surrounding machines- so in order for someone
to call her, they would have to go outside, which
actually did mean, stopping the conveyor and for
that brief period of time, ceasing their operations?
No simple task.  Was there a possible solution to this
one which makes sense?