A customer once stormed into a snack company, angrily complaining.
“There was a foreign substance inside the snack bag. I ate several pieces without realizing—what are you going to do about it?”
The staff member immediately approached the customer and said,
“I’m very sorry. How can we compensate you?”
But the customer’s anger did not subside. Other employees joined in, apologizing and offering explanations, yet nothing seemed to calm him down.
Then the company president, who had been quietly observing the situation, stepped forward and spoke gently:
“Are you feeling all right?”
At those words, the customer’s expression softened.
“That’s exactly what I wanted to hear. All your employees only made excuses. Now I feel better.”