Over coffee my colleague Kevin poured his troubles into my sympathetic ear.
He had received an email from his client and had promptly answered it.
Little did he know that the sales team had also received the letter and answered it as well! Not just answered it – their answer contradicted Kevin's!
The client, as you can well imagine, was really confused. So could they help him or not? The support team's answer told him in black and white that they'd be happy to help. The sales team, however, had a different answer for him – what he wanted simply couldn't be done!
Who's to blame here? What advice should I give Kevin? (I'm typing this as he's refilling his coffee cup)