Imagine that you work as a designer for a printing shop. A long$-$time client recently called to complain that you had gotten her order wrong. She had requested $200$ copies of a funeral program for her aunt, whose funeral would be held that evening. Your coworker had summarized the order and asked you to complete the job, but you had not taken the time to look at the original order yourself. You now take a look at the original order and note that you had, indeed, misunderstood your coworker$$s directions about the project$$you had not printed the list of pallbearers on the program and had printed on the wrong type of paper.

The client comes into the store, visibly upset and demanding to speak with you about the mistake. Not only is she upset about her aunt$$s passing, but she is furious about the lack of care given to her order. What actions could you take during the conversation to repair your relationship with your client?

Show signs of active listening such as making eye contact and nodding your head, then sincerely apologize for the mistake and promise to redo it to match her specifications.

Tell the customer a story about a time when something similar happened to you, then use humor to show that the mistake did not matter in the end.

Control the direction of the conversation by telling the client about the business$$s success in other projects, then offer the client a refund to ensure her satisfaction.

Let the client know that the mistake was your coworker$$s responsibility in order to re$-$establish a relationship of trust.