When I was an Assistant Manager at my local leisure centre, a woman came in very upset, demanding a refund for her daughter’s swimming lessons. I could see the counter assistant was getting flustered, so I stepped in and calmly asked the woman what was wrong. Apparently, after several lessons her daughter was still terrified of the water. I apologised that her little girl hadn’t made any progress, and said I could see why she was disappointed. It was against our policy to offer refunds – although, to be honest, I think it’s better to have a satisfied customer – so I explained that children respond differently to different teaching styles and offered to switch her daughter to a another class. She agreed to that, and after a week I saw her again and she said her daughter loved her new teacher and was doing great. In fact, she signed her up for the next set of lessons then and there.