We’re quick to react, but often forget the most important thing – to listen before we act. Reality rarely follows a script, whether in retail, leadership, or public service. When we act based on half-sentences, assumptions, and forms, we risk getting it completely wrong. Sometimes, all it takes… is to ask what the issue actually is.
A customer burst into the clothing store with a laptop under her arm.
“This doesn’t work. I want to exchange it!” she said, clearly annoyed.
The clerk replied calmly:
“Sorry, we don’t sell computers here.”
“What does that have to do with anything!? I have a receipt!”
She waved a crumpled piece of paper.
The clerk looked at the receipt.
“It’s from Elkjøp. Two stores down.”
The customer scoffed, glanced back, and shouted – loud enough for the entire store to hear:
“Terrible service!”
The store manager, who had overheard the outburst, came rushing over to the clerk.
“What was that all about!? You can’t refuse a customer an exchange! It’s the law!”
“But… we sell clothes.”
“That doesn’t matter. Consumer law still applies!” the manager said sternly.
“Yes, I know. But she wanted to exchange a computer.”
The manager paused, stared blankly – and walked back toward his office.
On the way, he overheard another clerk say to a customer:
“No, we haven’t had that for weeks, and it doesn’t look like we’ll get it anytime soon either.”
The manager froze. Red alert!
He dashed to the exit, smiled broadly, and called out to the customer:
“Excuse me, ma’am! That’s not correct. We’ll have it in soon – it’s already been ordered!”
The customer nodded, confused, and left.
The manager turned to the clerk:
“What did you say we didn’t have!?”
The clerk smiled.
“Rain.”
The manager said nothing.
Maybe – finally – he was starting to think before acting.
