If an associate has a prior commitment that conflicts with a customer meeting, what is the best response?

• A. Contact the customer to try to reschedule.
• B. Ask a coworker to meet the customer and apologize for not being available.
• C. Plan to play in the game and hope that it ends before the scheduled meeting.
• D. Call in sick.

Answer: (A)

When a conflict arises with a customer meeting, the best move is to proactively contact the customer and propose a new time. This shows you value their time, take responsibility, and are committed to delivering reliable service. By reaching out promptly, you control the situation and prevent frustration from missed appointments, which helps maintain trust and a professional relationship.

Other options undermine reliability or professionalism. Delegating to a coworker without the customer’s clear agreement can create confusion about who is the point of contact and may disrupt the customer’s experience. Hoping a personal plan ends in time signals a lack of preparedness, and calling in sick without a legitimate reason is dishonest and damages credibility.