Real-Life Decision Making
You're just beginning your daily rounds as an appliance repairer. You've got a busy day of house calls ahead of you and your schedule is tight.
You show up at your second call, knock on the door and no one answers. There's no car in the driveway, so you assume no one's home. You haven't got time for this today. You go on your way.
A couple of hours later, you get a call from your dispatcher telling you your second call is angry that you never showed up. You tell your dispatcher you did.
"Well, go over on your lunch hour," he says.
You show up to find a car in the driveway and people at the house.
"Suddenly there's a car in the driveway that wasn't there an hour ago," says appliance repairer Terry Gurney.
Your customer opens the door and asks you where you were. You tell her you were there at 9 a.m. and there was no one home.
The customer tells you she was there the whole time and wants her washer fixed today.
This means you'll have to come back after work. You're angry because you know no one was home and you feel she should have to pay peak-hour costs to have her washer fixed today.
According to your dispatcher, this isn't the first time this has happened at this address.
Should you charge the woman extra when you show up after work?
What do you do?