Never lie to a customer

摘要

How do you handle callbacks, go-backs, return calls or whatever your company calls them when you didn't fix a job right the first time? Maybe it's a product failure? Maybe it's poor workmanship? Or maybe it's technician error? How do you handle these situations? I had an unusual experience on a recent flight. We were coming in for the landing. The plane was dropping altitude fast. The pilot kept making abrupt throttle changes. I glanced out the window and discovered the plane was over the runway and we were still four stories above the ground. The landing gear was down. The flaps were down and we were set to land. Suddenly, the nose of the plane lifts, the engines roared to life and we climbed fast.