Scenario 16
The Unclear Delivery Instructions
READ
Jamal ordered a small table for his apartment. The order page said that delivery was included, and a confirmation message told him to have someone available between nine and twelve. He arranged his morning around the delivery and moved a chair to make space near the window.
When the driver, Scott, arrived, he explained that the service covered delivery to the building entrance. Taking the table upstairs required a different service that had not been added to the order. Jamal lived on the second floor and could not carry the large box by himself. There was no elevator.
Jamal showed Scott the confirmation message, which did not mention the entrance or the extra service. Scott showed him the delivery form, which listed the building entrance as the final location. Scott had several more deliveries scheduled and was working alone. He was not sure whether his company allowed him to carry the box upstairs.
The building manager, Irene, said the box could not remain in the narrow entrance because people needed room to pass. Jamal called the furniture store and was placed on hold. Scott stood beside the cart with his next delivery address on his phone. Irene was waiting for the entrance to be cleared.
THINK AND RESPOND
What would you do?
If you could offer advice to one of the characters, who would it be and why?
