Lesson 8.6
Consider Options Before Choosing One
Estimated time: 7 minutes
Problem solving improves when you avoid acting as though there is only one possible response.
Scenario
A customer arrives for an item that is unavailable.
The employee thinks:
“We don’t have it, so there is nothing I can do.”
Maybe that is true.
But perhaps authorized alternatives exist:
- check another branch
- confirm the next delivery date
- offer an approved alternative product
- reserve the item
- contact the customer when stock arrives
- escalate if the customer has already paid
The employee should not invent promises.
But the first obstacle does not always mean the conversation is finished.
Think Through Reasonable Options
Ask:
- What outcome is needed?
- What options are available?
- Which options are within my authority?
- What could each option affect?
- Which is the safest and most appropriate next step?
Do Not Overcomplicate Small Problems
Good judgment is not turning every ordinary decision into a committee meeting.
Sometimes the correct response is simply:
pick up the fallen item.
or:
replace the printer paper.
or:
ask for the missing order number.
Remember
Think enough for the risk involved.
Small decisions may need seconds.
High-impact decisions may need verification and escalation.