Another said he hadn’t helped her find a product quickly enough.
A third accused him of being careless when something wasn’t available on the shelf.
“I said sorry to all of them,” Bryan explained.
“Why?” I asked.
“Because they were upset.”
Alaric leaned forward.
“Bryan, do you remember what happened with the customer who complained about waiting?”
Bryan nodded.
“I was helping another customer. She wanted me to stop, but I said I’d come when I finished.”
“And you apologized afterward?”
“Yes.”
“Did you tell me you were already helping someone?”
Bryan lowered his eyes.
“No.”
“Why not?”
“Because you said I had to take responsibility.”
Alaric went very still.
Bryan continued quietly.
“You told me that after the second complaint. You said when something goes wrong, I need to take responsibility.”
“I meant when you make a mistake,” Alaric replied.
“I thought if somebody complained, that meant I made one.”
