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07 January 2010 @ 11:58 am
In which I am puzzled  
Goodwood Furniture (Henceforth GWF): Hello, Goodwood Furniture, may I help you?

Me: Yes, my name is Janet Miles, and I need to start by apologizing. I had a furniture delivery scheduled yesterday, and I managed to (a) give you my cell phone number rather than my husband's, and (b) leave my phone in the car, so your delivery driver tried to drop off the bookcase and couldn't reach anyone. I am perfectly willing to re-pay the fee for a re-delivery.

GWF: Oh, my husband does the deliveries, and he's not here today, but if you call back tomorrow, or I could have him call you, you can work something out.

Me: Okay, sure, thank you. Let me give you *three* numbers: here's my cell phone, here's my work phone, and here's my husband's cell phone. And if you could please pass along my abject apologies.

GWF: Not a problem; when I start walking on water, I may start getting upset about things like this. Thank you for being so nice about it.

Me: Thank *you*, and I'll look forward to your husband's call.


Here's what's puzzling me: Why in the world is she thanking me for being nice when it was my fault in the first place?
 
 
Tom the Alien Cattomtac on January 9th, 2010 03:59 pm (UTC)
Positive Feedback.

Example:

Caller #1 calls and is nasty. Then...

Caller #2 calls and makes her feel bad. Then...

Caller #3 calls and yells. Then...

Caller #4 calls and upsets her. Then...

Caller #5 is Janet Miles, who calls and makes her feel like she has just been handed a complete rumcake with embedded cherries and with frosting made from whip cream and with a candle on top. Then ....

GWF then says "Thank You" in the hope that it will encourage Janet Miles to call back sometime and be nice to her again. (In the short time she has before Caller #6 calls.)

Positive Feedback.

God bless you, JM, for being nice.