Chloe, have you got a minute? I’ve just finished dealing with a customer complaint that completely threw me.

I’m listening, Logan. What happened?

A parent claimed I’d promised her son a starting spot, although I’d only said he would get more playing time.

That’s a pretty important distinction. Had she misunderstood you, or had you phrased it too confidently?

Probably the latter. I’d been trying to reassure her, and I may have made the possibility sound like a commitment.