A customer buys pants, and the legs are too short when picked up. How should the sales associate respond to the request to change the hem?

• A. Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.
• B. Agree to alter another pair of pants without acknowledging the mistake.
• C. Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.
• D. Tell the customer that the fit was based on accurate measurements.

Answer: (A)

Taking ownership when a service mistake happens and acting quickly to resolve it is the key idea here. If a customer reports the pants’ hem is too short, the best response is to apologize for the inconvenience, acknowledge the error, and assure them that the alteration will be corrected promptly. This shows empathy and accountability, and it helps rebuild trust by focusing on a concrete solution rather than assigning blame. The customer feels heard, and the store demonstrates commitment by arranging for the hem to be redone to the correct length, coordinating with the tailor, and confirming the final length with the customer. This approach is better than responses that avoid admitting a mistake, shift blame to someone else, or rely on technical reasons to deny responsibility; those reactions can frustrate customers and erode trust. By owning the mistake and delivering a fast remedy, you reinforce a positive standard of customer service and help preserve the sale and future loyalty.