09.13.18
The Chief Called
With only a few minor dents, we’ve been through the process of training three teenage drivers and the fourth teenage driver is getting closer to taking his driver’s license test. This past week, he had his final driver’s education behind-the-wheel training. Under the direction of the instructor, he took a left turn and then was immediately pulled over by the local police. Apparently, there was a sign, no left-turn between the hours of 2-4 pm, that was not seen. The instructor asked the officer to give him the ticket since he gave the instruction but the officer wrote my son the ticket- so now we get to look forward to a visit to the county
I’m very supportive of law enforcement but in this case I was irritated that the officer did not show a little mercy on a learning driver with a permit and who was in a clearly marked driver’s education car. So, I wrote a respectful email to the police chief. The chief called me the next day and we had great conversation about the situation and his desire for his officers to balance the “letter of the law” with the “spirit of the law.” I was surprised by the response. That simple conversation took away the frustration that I was feeling even though the situation did not change.
How does this apply to your business? When you have a customer who wants to talk to the “Chief” or the “Boss”, how do you respond? Most situations can be diffused by simply listening and showing some empathy to the person who is frustrated. Our natural tendency as people is to avoid such conversations but when we respond, that is how relationships grow and are strengthened.
Wish us luck in court!
Regards,
Brian
