Module Opening Scenario — “Don’t Let the Customer Know”

A customer enters a business and slips on a wet floor.

She is shaken but appears able to stand.

An employee tells the supervisor.

The supervisor responds:

“Quickly clean the floor. Don’t write anything down. We don’t want people saying customers are having accidents here.”

Another employee says:

“But shouldn’t we record what happened and find out why the floor was wet?”

The supervisor replies:

“Do you want to spoil the company’s name?”