Mr Upsett.

Mimma’s notes

“WHERE IS MY CARGO?!” Sometimes, the volume arrives before the details.

Familiar territory for the veterans. Still a learning curve for my warm-hearted companion, Truffle.

When a customer is upset, start by listening. Give them room to explain their frustration without interrupting. Acknowledge their concern and apologise for the inconvenience. You can show understanding before you have established what happened or who is responsible.

Then ask the questions, check the facts and investigate. Once someone feels heard, there is often more room for a calmer conversation.

And follow up. Agree on when you’ll be back in touch even if the update is simply that you’re still working on it.

Nothing is more important than thorough follow-up and keeping your promises. Only make commitments you can keep. Keeping your word matters, in business and in life.

And yes, after a call like that, a little emergency chocolate can help.