Alvin Lai

It can be frustrating when things do not go as planned — miscommunication, technical difficulties, unexpected long waiting times you name it.

It is right for the service provider to test his system, but not at the expense of the waiting customer, who is already miffed at the problem.

The tipping point comes when the customer receives an insult in exchange for an attempt to seek redress for the inconvenience.

The business would not only lose that customer, but potentially hundreds that customer would recommend against the service.

A mistake a startup cannot afford to make.

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Frankness is good in many aspects like maintaining healthy relationships to attaining better understanding.

But when it is used as an excuse for reckless venting, it might be better to remain silent about it in the first place.

One good rule of thumb when addressing an issue frankly is to ask yourself, am I using this privilege of being frank as an excuse for anger?

Some good silent thought process before a frank encounter goes a long way.