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← How we do it

When we are running behind

Her therapist is not ready and she is.

This is how PALOMA has done it. Your trainer will confirm anything that has moved on since.

  1. 1Tell her before she has to ask.The waiting is not the problem. Not knowing is.
  2. 2Say what she is still getting, not what she is losing.“We'll absolutely make sure you get your full time today.”
  3. 3Offer her something while she waits.A drink. Somewhere better to sit. The Dome, if it is free.
  4. 4Give her a real number and come back when you said.Ten minutes that becomes twenty costs more than twenty did.
  5. 5Keep why it happened to yourself.A difficult morning is ours to carry. She came for an hour that is hers.
In boundsTelling her how long, and keeping to itOffering a drink, a seat, the DomeConfirming she still gets her full service
Out of boundsExplaining what went wrong in the backApologising repeatedly — it makes the wait the subjectPromising a discount or a comp. That is a manager's call
Why we do it this way — Stop, Confirm, EscalateWhat's Mine to Decide