Felix said to his manager, “I have an upset customer who claims we should be responsible for repairing a product still under warranty. However, I think the customer caused the damage by improperly servicing the equipment.”
After listening further, Felix’s manager gave him a specific checklist of actions to take with the customer.
Felix approached the customer and began working through his manager’s suggestions. The customer remained disappointed and later wrote a nasty complaint on social media.
Later, the manager asked Felix, “Why didn’t you get that issue resolved the way that I told you to?”
Felix responded, “I did exactly what you said. He just wouldn’t listen.”
I recall asking a friend how to get a stubborn horse to take the bit. My friend said, “Now, this may not work for you but this is how I do it.” Then he successfully performed the feat while I watched.
Of course, the next day as I tried to execute my friend’s methods, the horse resumed his bad behaviors. However, I knew that I still owned the issue and did not consider my friend accountable.
Felix’s manager, I believe, should have put qualifiers on his suggestions. Felix would know that, although the manager offered advice, the customer issue was still his to resolve.