A customer received the wrong product from a supplier. She called to complain. The person who answered sounded irritated. “Madam, mistakes happen. We will sort it out.” She was asked to wait. Two days passed. No update. She called again. Another promise. By the fourth day, she was tired of chasing people to correct a mistake she had not made. The supplier eventually sent the right product and apologised. But when she needed to place her next order, she chose another business. She could have forgiven the mistake. What she struggled to forget was how she was treated afterwards.