If a customer reports continued problems with a fridge repair, what should Pete do?

When a customer reports ongoing issues with a fridge repair, it is essential to prioritize customer satisfaction and resolve the problem effectively. Sending another employee to complete the job the right way demonstrates a commitment to quality service and customer care. This action shows the customer that their concerns are taken seriously and that the company stands behind its work.

Resolving the issue promptly with a fresh set of eyes can often lead to a more thorough repair, ensuring that the customer is ultimately satisfied with the service. This choice not only addresses the immediate problem but also helps to maintain the company's reputation for reliability and customer service excellence.

In contrast, simply informing the customer to wait may come off as dismissive, potentially exacerbating their frustration. Ignoring the message would create further dissatisfaction and could damage the company's relationship with the customer. Offering a discount can be a nice gesture, but unless the underlying issue is resolved, it may not lead to true customer satisfaction. Therefore, sending another employee is the most responsible and effective approach to take.