Isn’t that the most ironic comment that there is.
The other day my wife took back something to a shop…she didn’t have the receipt but nevertheless the shop was good enough to give a refund – which they didn’t need to do.
You would have thought that this kind of service was a good thing wouldn’t you?
However, all of the great experience was negated by the fact that the person she was dealing with said “we wouldn’t normally give a refund, but on this occasion we will as a gesture of goodwill”
This is a good example of how the benefit our businesses can get by going over and above the call of duty can so easily be undermined by not doing it with good grace or by dressing it in anappropriate language.
If the shop had said “it’s no problem whatsoever, we value your custom and it’s the least we could do” they would have had a customer for life, but as it is she probably won’t be rushing back.