I was working the reception desk in my current role when an irate client came in. He was frustrated that my boss couldn’t make an important meeting at the last minute. I listened to his concerns, got him a seat and a drink and set about trying to put some kind of resolution in place. Away from the reception desk, I found out that the managing director had been called away on an urgent personal matter. By speaking to colleagues, I was able to source a head of department who had been partially involved in the project to take the meeting in his place. The client was relieved, and personally thanked me after the meeting, as well as apologising for his heated words when he first arrived. The client is still with us today.