: I was making business phone calls behind the membership office at the YMCA when an angry man came up to the counter demanding a refund. He began yelling at the membership workers and complaining about the swimming program, saying that it was a rip-off. The other workers were flustered, and even though membership services were not my department, I calmly asked the man what was wrong. He that his son had been in swimming lessons for four weeks and was still afraid of the water. Instead of instantly giving him the refund, I offered to personally give his son private swim lessons for a week, explaining to him that sometimes children react differently to each instructor's teaching techniques. He finally agreed to accept without the refund. After a week of private lessons, his son was no longer afraid of the water and he could swim nearly a lap of the pool. At the end of the lessons, not only did he sign his child up for another paid session of private lessons, but he bought a family membership and apologized to me for his behavior the week before.