My sister works in a bookstore café and encounters some interesting characters on a daily basis, to say the least. Visitors come with all manner of personalities, each demanding quality customer service, so they can enjoy their food and drinks after browsing the books. She comes home most days with an entertaining or infuriating story to tell.
Last week, a customer came up and ordered two large flat white coffees, along with their food. My sister served the food and drinks to the table and was surprised to find the person said they had in fact, only ordered one flat white.
“No problem at all. I’ll refund the extra one for you,” was her textbook answer. Then the customer insisted that they’d ordered “small, not large” drinks. They were becoming quite frustrated about their order.
One response could have been to argue back and use the receipt as proof of what they’d actually ordered. But what good would that do?
No, the right answer was given. “You’re right. I’ll sort that out for you straight away.” The argument was about belief – not facts. The belief that the customer was right or at least thought they were entitled to being right because she was being served.
A little while later, the customer came back to order another large flat white.
Do we spend time arguing about beliefs or facts?