Maria’s Story

When a retail mishap causes Maria’s daughters to get upset, Maria comes on strong—then catches herself and uses a simple skill to recover.

How do you handle a customer confrontation when YOU are the customer?

Maria had moved with her family to a new town. Eager to help her two daughters settle in, she took them to the mall one afternoon. They hadn’t window shopped long before the kids spotted a store that offered build-your-own teddy bears. They shrieked with excitement. They pointed and pleaded and pulled at Maria’s sleeves. “Ok, ok,” Maria said, and the trio made their way into the store.

Ninety minutes and $400 dollars later, they left, children beaming with new teddy bears and Mom feeling proud and confident that living in their new town was going to be great.

Then they got home. The kids begin to cry with disappointment. The birth certificates for their ursine toys had large black streaks across them, compliments of a faulty printer. Maria quickly became the protective Mama Bear, and charged off to confront the store clerk.

Watch Maria above share her story of going from surly to sangfroid during a crucial customer confrontation. ◼

The opinions expressed in this article are the opinions of the storyteller and do not reflect the view of VitalSmarts.

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