“Tell customers that reconnects will take 2 to 24 hours.”

Today’s performance review: “you told a customer that reconnects will take 2 to 24 hours, and that made them unhappy, if it makes them unhappy, tell them something else.”

Oh, so create false expectations?

“No, don’t do that. Just tell them it’ll be done faster.”

But… it can take 2 to 24 hours.

“Yeah, but the customer was mad.”

So… lie to them to make them happy.

“No, no. Don’t lie to them.”