A sign that a business’s customer service needs work

My wife joined a fitness club. She filled in the registration form they gave her, got her card and started going.

A month later her access stopped working. At the reception they said she hadn’t signed the contract. But nobody gave her one.

“You didn’t sign the contract” and “We forgot to give you the contract” show two very different attitudes. The first one blames the customer. The second one takes responsibility.

When a business blames the customer, the problem is usually in its approach.