The conclusions to the last post…
The business tried to meet the customer partway by asking him to find a use for the product and also offering a partial discount on the product. The customer didn’t like the solution but decided he would keep the product. He would tell the business that he would be looking elsewhere for products from here on. The customer has not returned since the incident.
Rachel waited it out and was prepared to stand her ground. After some time to cool off, Olivia spoke up and apologized as she didn’t want a fight to come between many years of friendships. They learned more about each other from the incident and became closer friends because of it.
It’s not always obvious what the “right” or “wrong” choice is… all we can do is make, what we think is the best decision at the time.