your emergency is not the same as my emergency

Your definition of an emergency is not the same as my definition of an emergency

The leak under my kitchen sink was not gushing, but did create a puddle on the floor when I used the sink. After checking with my neighbors for a plumber to no avail, I found one online that was well rated. And they offered same day service! So I called for an appointment, the first available time was two days later. Apparently same day was only available for emergencies.

That’s the thing. One person’s definition of an emergency is another person’s definition of the ordinary course of business. Understanding how each side views the situation helps to find a solution that works for all parties.

Posted in Customers, Leadership, Strategy.

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