120. Cake Shopping at Changi Airport

Recently, I was at Singapore Changi Airport and I overheard the following conversation at Bengawan Solo, a popular confectionary with many branches locally and overseas. 


Customer: Hi Auntie (this is a form of polite salutation for older females), is there any sliced pandan cake today?

Seller: (looking grumpy) I don't have them this morning as I was so busy and didn't have time to cut. The full boxes there (pointing to a shelf behind her) are all waiting to be cut!

Customer: Oh, I am looking for just one slice and if I don't mind waiting, may I have a box of four pieces?

Seller: (looking grumpier) If you want, you will need to wait!

Customer: Ok, thank you I will wait here then.

(At cashier counter)

Customer: Thank you, I'm glad to get a piece as I was longing for it before boarding my plane.

Seller: (snappy with stern look) It's not that we don't have. I already said it was busy in the morning and had no time to cut!


Reflective thoughts: Think of your own operations - what tend to make you/your team most irritable or annoyed? Do they know how to manage their emotions and respond accordingly? How can you/they avoid displaying the negative mood to the guests?

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